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Job overview

Applications are invited for the post of Contact Centre Agent, offering the opportunity to pursue a rewarding and challenging career within a lively 24/7 Contact Centre as part of a multi-disciplinary team. You will help provide an essential service to patients, members of the public and Addenbrooke’s staff.

The role of Contact Centre Agent is to support the Unified Communications team in the delivery of services to the Trust by the Addenbrooke’s Contact Centre team.

Providing a courteous, efficient and complex telephone and reception service to the public, patients and other Trust staff, in a busy and challenging environment. You will ensure that the Contact Centre runs smoothly and efficiently in respect of the Contact Centre Agent duties.

You will ensure that a qualitative service is delivered that meets the expectations of staff, patients and the general public.

Main duties of the job

Duties 

• Be the first point of contact for visitors to the Trust, providing advice and direction to visitors at the receptions of key entrances.
• Handle a variety of calls, including enquiries from the public, internal emergency calls, and maintenance requests.
• Managing staff pagers, which are an invaluable communication tool for the Trust (full training provided).
• Ensure that information is both recorded and delivered accurately.
• Demonstrating the Trust’s values at all times, Together - Safe | Kind | Excellent.

Candidate profile

Passionate about helping.
Ability to remain calm and patient under pressure.
A confident communicator over the phone, by email and in person.
Excellent customer service skills including the ability to build rapport quickly.
Basic computer literacy and keyboard skills.

Shifts

As part of our Contact Centre team, you will be required to work a rotating shift pattern consisting of start times from 0700, 0800, 1000 and 1300 as well as evening shifts finishing at 2100, weekends and Bank Holidays. The full shift pattern is available below with the job description and person specification pack. Further details are available on request.

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 13,000 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.