Job summary
We are looking for customer service oriented staff, to work in our busy Call Centre, supporting the Essentia Facilities Helpdesk where you will be the first point of contact for reporting works, chasing progress of works and liaising with our Building and Engineering Team.
This role focuses on Customer Services soft skills and is a telephony based role with no face to face customer or patient contact. You will be trained and multi skilled in call handling for our Call Centre and hospital switchboard services.
Hours: You will be required to work full time (37.5 hours) on a rolling rota. Shift patterns between Monday - Friday 08:00-19:00.
Main duties of the job
As a Call Centre Operator you will enjoy working directly with patients and/or customers to identify their needs and signpost them accordingly. You will recognise the importance of first class communication skills to achieve customer satisfaction. The primary objective is to provide;
- A positive experience for each patient and external contact - every call matters.
- Professional and high quality customer service to every caller.
- Effective and timely resolution of all queries received
- Support to patients and external clients, ensuring that they are welcomed to the Trust.
- To support the Trust in providing quality care to its patients.
As the first line of contact for callers the post holder is responsible for providing an efficient and responsive service as our department is the interface for the hospital and will often be the caller's first experience of the Trust.
You will need excellent communication skills and the ability to adapt your call handling methods to suit the variety of callers you will come in to contact with is paramount. You will often be engaging with distressed or vulnerable callers that will look for guidance and signposting.
About us
What We Offer
The NHS Pension Scheme - one of the most generous and comprehensive in the UK. When you start working for the NHS you automatically become a member and you will get an excellent package of pension benefits.Interest free Season Ticket LoanLong Term Service AwardsSubsidised on-site nurseries and childcare vouchersA comprehensive staff health and well-being programme, Ride to work schemeEmployee assistance programmeFree stop smoking service
Our Trust values arePut patients first, Take pride in what we do,Respect others, Strive to be the best,Act withIntegrity
Job description
Job responsibilities
- Operate as a call centre operator using Trust technology; identifying and escalating operational issues appropriately.
- Provide a consistently high quality of service to all customers, identifying their needs, offer advice and assisting them to access services provided by the Trust and those of our partners.
- Responsible for answering all enquiries pleasantly, efficiently and effectively with patients, staff and public on the telephone in line with departmental standards and deal with problems as they arise.
- Problem solve queries and ensure that each query has been effectively managed and responded to in a timely manner.
- To use advanced listening, probing and facilitative skills across a wide range of calls; some of which can be highly challenging due to emotive circumstances or caller aggression.
- Deal with a high volume of telephone enquiries and use your own initiative to prioritise workload and call urgency.
- Pass on information accurately i.e. any changes to personal information requiring entry into the relevant information pages including patient databases.
- Deal with emergency calls (where appropriate) as a priority adhering to processes and procedures.
- Competently use a bleep and/or pager system to contact Trust staff (if appropriate to the service) as agreed in standard operating procedures.
- To meet daily key performance indicators (KPIs) and targets.
- To work at any hospital site as required, including telephony managed service sites.
- Understand the operation of key systems within the department relevant to the query.
- Participate in a rotating shift pattern that may include Public Holidays and weekends; in line with service requirements; unless otherwise agreed.
- Single point of contact for oncology patients to access the services of their Clinical Nurse Specialist and Acute Oncology Service
- Utilise existing pre-agreed triage tools and standard operating procedures to triage and process advice line calls; escalating to a clinician where appropriate
- Facilitate the ability to report on patient contacts by recording details of all patient interactions in line with agreed procedures and processes.
- Participate in annual skills review and training sessions deemed appropriate.
Job description
Job responsibilities
- Operate as a call centre operator using Trust technology; identifying and escalating operational issues appropriately.
- Provide a consistently high quality of service to all customers, identifying their needs, offer advice and assisting them to access services provided by the Trust and those of our partners.
- Responsible for answering all enquiries pleasantly, efficiently and effectively with patients, staff and public on the telephone in line with departmental standards and deal with problems as they arise.
- Problem solve queries and ensure that each query has been effectively managed and responded to in a timely manner.
- To use advanced listening, probing and facilitative skills across a wide range of calls; some of which can be highly challenging due to emotive circumstances or caller aggression.
- Deal with a high volume of telephone enquiries and use your own initiative to prioritise workload and call urgency.
- Pass on information accurately i.e. any changes to personal information requiring entry into the relevant information pages including patient databases.
- Deal with emergency calls (where appropriate) as a priority adhering to processes and procedures.
- Competently use a bleep and/or pager system to contact Trust staff (if appropriate to the service) as agreed in standard operating procedures.
- To meet daily key performance indicators (KPIs) and targets.
- To work at any hospital site as required, including telephony managed service sites.
- Understand the operation of key systems within the department relevant to the query.
- Participate in a rotating shift pattern that may include Public Holidays and weekends; in line with service requirements; unless otherwise agreed.
- Single point of contact for oncology patients to access the services of their Clinical Nurse Specialist and Acute Oncology Service
- Utilise existing pre-agreed triage tools and standard operating procedures to triage and process advice line calls; escalating to a clinician where appropriate
- Facilitate the ability to report on patient contacts by recording details of all patient interactions in line with agreed procedures and processes.
- Participate in annual skills review and training sessions deemed appropriate.
Person Specification
Knowledge
Essential
- Ability to use Microsoft Office packages competently
Skills
Essential
- Excellent verbal & written communications skills with the ability to communicate effectively by phone, in writing, and in person.
- Ability to develop good working relationships with hospital staff at all levels. To deal tactfully and efficiently with patients and colleagues.
- Ability to make effective decisions within established procedures
- Capable of following procedures and systematic processes
- Evidence of delivering a first class service to a diverse range of customers from initial point of contact
- Ability to remain calm when dealing with difficult or distressed people
- A methodical and accurate approach to work activities
Experience
Essential
- Significant experience of working within a contact centre or busy / large telephony environment
- First class customer services soft skills and/or Call Centre Experience
- Ability to cope with a high volume, pressured environment
Education/Qualifications
Essential
- GCSE in English and mathematics or equivalent
- NVQ in Customer Service or equivalent
Person Specification
Knowledge
Essential
- Ability to use Microsoft Office packages competently
Skills
Essential
- Excellent verbal & written communications skills with the ability to communicate effectively by phone, in writing, and in person.
- Ability to develop good working relationships with hospital staff at all levels. To deal tactfully and efficiently with patients and colleagues.
- Ability to make effective decisions within established procedures
- Capable of following procedures and systematic processes
- Evidence of delivering a first class service to a diverse range of customers from initial point of contact
- Ability to remain calm when dealing with difficult or distressed people
- A methodical and accurate approach to work activities
Experience
Essential
- Significant experience of working within a contact centre or busy / large telephony environment
- First class customer services soft skills and/or Call Centre Experience
- Ability to cope with a high volume, pressured environment
Education/Qualifications
Essential
- GCSE in English and mathematics or equivalent
- NVQ in Customer Service or equivalent
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).
