Job summary
Contact Centre Administrator - BAND 3 (full and part time hours available)
We are currently looking for Contact Centre Administrator to assist in continuing to expand our already successful Single Point of Access Service based at Kingsgate House in Stockport.
Main duties of the job
Providing contact centre telephone and administration support for Adult Community Services.
Ability to work as team and be an excellent communicator
About us
We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.
If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.
We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
Benefits we offer to you:
o Between 27-33 days of annual leave plus bank holidays
o NHS pension scheme membership
o Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
o NHS Staff discounts
o Cycle to work scheme
oSalary finance - for loans, savings, budget planning and tips on managing debt
o Stockport Credit Union- for local financial advice
Job description
Job responsibilities
- Being the first point of contact for patients
- Booking appointments for our patients accessing the Community Adult Services
- Contacting patients showing great telephone etiquette and customer care
- Build rapport with patients and peers
- Prioritising tasks showing organisation and flexibility
- Quickly and efficiently manage incoming and outgoing calls and emails
- Input confidential information onto various I.T. systems
- Be familiar with a full range of clerical tasks and be able to undertake specific duties. Completing various administration tasks to a high standard on daily basis
- Ensuring appointment capacity is maximised
Job description
Job responsibilities
- Being the first point of contact for patients
- Booking appointments for our patients accessing the Community Adult Services
- Contacting patients showing great telephone etiquette and customer care
- Build rapport with patients and peers
- Prioritising tasks showing organisation and flexibility
- Quickly and efficiently manage incoming and outgoing calls and emails
- Input confidential information onto various I.T. systems
- Be familiar with a full range of clerical tasks and be able to undertake specific duties. Completing various administration tasks to a high standard on daily basis
- Ensuring appointment capacity is maximised
Person Specification
Education & Qualifications
Essential
- English & Maths, GCSE level 4 and above, O'Levels grade A-C, or equivalent qualifications or equivalent experience
Desirable
- NVQ Level 3 or above in a relevant subject such as Customer Care, I.T or Business Administration
Knowledge
Essential
- General knowledge of office procedures
- Strong verbal communication skills
- IT skills including Microsoft Outlook, Word and Excel
Desirable
- Customer Service Training
- Working knowledge of call centre or outpatient booking procedures
- Knowledge of NHS environment
Experience
Essential
- Extensive administrative experience
- Experience of telephone duties
Desirable
- Experience of outpatient bookings and Electronic Patient Record Systems
Skills & Abilities
Essential
- Keyboard skills
- Enthusiastic, confident approach to change, calm and reliable under pressure
- Work independently and as part of a team
- Ability to plan and prioritise workload and multi task
- Methodical, systematic approach to work and keen eye for detail
- Excellent verbal and written communication skills
- Excellent telephony skills
- Flexibility to cope with the changing needs of the job
- Excellent organisational skills
- Ability to work alone and make judgements
- Ability to use initiative
- Good level of spoken English
Work Related Circumstances
Essential
- Flexible attitude and approach to work
Person Specification
Education & Qualifications
Essential
- English & Maths, GCSE level 4 and above, O'Levels grade A-C, or equivalent qualifications or equivalent experience
Desirable
- NVQ Level 3 or above in a relevant subject such as Customer Care, I.T or Business Administration
Knowledge
Essential
- General knowledge of office procedures
- Strong verbal communication skills
- IT skills including Microsoft Outlook, Word and Excel
Desirable
- Customer Service Training
- Working knowledge of call centre or outpatient booking procedures
- Knowledge of NHS environment
Experience
Essential
- Extensive administrative experience
- Experience of telephone duties
Desirable
- Experience of outpatient bookings and Electronic Patient Record Systems
Skills & Abilities
Essential
- Keyboard skills
- Enthusiastic, confident approach to change, calm and reliable under pressure
- Work independently and as part of a team
- Ability to plan and prioritise workload and multi task
- Methodical, systematic approach to work and keen eye for detail
- Excellent verbal and written communication skills
- Excellent telephony skills
- Flexibility to cope with the changing needs of the job
- Excellent organisational skills
- Ability to work alone and make judgements
- Ability to use initiative
- Good level of spoken English
Work Related Circumstances
Essential
- Flexible attitude and approach to work
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
