Job summary
- Main area
- Contact Centre
- Grade
- Band 5
- Contract
- Permanent
- Hours
- Full time
- Part time
- Flexible working
- Job ref
- 180-F-245201
- Employer
- Cambridge University Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Addenbrookes Hospital-Division Corporate
- Town
- Cambridge
- Salary
- £28,407 - £34,581 p.a. pro rata
- Salary period
- Yearly
- Closing
- 23/05/2024 23:59
- Interview date
- 10/06/2024
Employer heading
Contact Centre Shift Leader
Band 5
Job overview
You are invited to apply for the post of Shift Leader within the Contact Centre at Addenbrookes Hospital, supporting the Contact Centre Manager and Deputy Contact Centre Manager in running our busy 24-7 service within the Unified Communications department.
You will help ensure that each Contact Centre shift runs smoothly and efficiently and will be responsible for day to day operational management within the Contact Centre.
Main duties of the job
The Shift Leader will be responsible for the line management of the Contact Centre Agent team and will meet with them regularly through 1:1 meetings.
They will be responsible for the performance and development of their team, devising plans with their Agents to improve in these areas.
Supporting team with day-to-day queries and customer escalation.
Ensuring smooth shift handovers for the 24-7 service including organising staff shift changes on request.
Coordinating backup testing of key telephony systems.
Candidate Profile:
Aspirational leader who is passionate about developing others and themselves.
Self-motivated with excellent organisational, management and personal skills.
Adaptable and resourceful, able to remain calm and patient under pressure.
Strong interpersonal skills and a good team player.
Act as a role model by demonstrating strong leadership behaviours and the Trust's values at all times Together- Safe | Kind | Excellent.
Must be able to work shifts between the hours of 07:00-20:00, including weekends.
Working for our organisation
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 11000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.
CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.
Detailed job description and main responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close at midnight on the 23rd May 2024.
Interviews are due to be held on the 10th June 2024.
Benefits to you
We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered.
We welcome applications from the Armed Forces.
Person specification
Qualifications
Essential criteria
- Standard level General Education.
- GCE/CSE/GCSE or equivalent.
- First Line Management / Supervisory Certificate / Qualification.
- Customer Service NVQ Level 3.
Desirable criteria
- Degree or equivalent level of knowledge and experience.
- NVQ Level 3 Supervisory Management.
Experience
Essential criteria
- Experience of first line management / supervision within a contact centre or a large, 24/7 team.
- Experience of managing change within an organisation.
- Involvement in the implementation of contact centre systems and processes.
- Production of management information and performance reports.
- Experience in performance management of staff.
- Line management, training and development of staff.
- Training and coaching of staff.
- Significant Customer Service experience.
- Shift work – 24/7 service.
Desirable criteria
- Previous experience of working in NHS.
- Understanding of contact centre systems.
Knowledge
Essential criteria
- Able to understand the complexities of the role.
Desirable criteria
- Knowledge of the Trust including awareness of priorities.
- Knowledge of Trust information systems Knowledge of Medical Terminology.
- Understanding of Health & Safety.
Skills
Essential criteria
- Able to work on own initiative or under direction as appropriate.
- Confidentiality and discretion.
- Ability to prioritise own workload and multi-task.
- Excellent written and verbal Communication skills.
- Negotiation and influencing skills.
- Organisational ability.
- Ability to establish effective relationships at all levels of the organisation.
- Motivated and able to work autonomously or in a team.
- Excellent written and verbal communication skills.
- Adaptable and resourceful, able to work under pressure.
- Strong interpersonal skills and a good team player.
- PC Skills including Microsoft Office Applications.
- Ability to examine information and present options.
- Self-motivated and proactive.
Desirable criteria
- Experience of working with NHS systems.
Additional Requirements
Essential criteria
- The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.
Employer certification / accreditation badges
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Documents to download
Further details / informal visits contact
- Name
- Leah Marsh
- Job title
- Deputy Contact Centre Manager
- Email address
- [email protected]
- Telephone number
- 01223 254750
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