NHS South Central and West Commissioning Support Unit

CNS Contact Centre Agent

The closing date is 04 July 2025

Job summary

We are recruiting 2.67 WTE Band 3 Patient Transport Advice Centre (PTAC) Agents. Varied hours considered with a minimum of 22.5 hours per week. The PTAC Agent plays a key administrative and service role within healthcare systems. Their main responsibility is to coordinate non-emergency patient transport services (PTS) for patients who need help getting to and from medical appointments due to medical or mobility needs. Delivering Care Navigation Service activities to service users effectively and to the highest possible standards, ensuring the services are delivered in line with SCW's contractual obligations; that best meets the needs of the populations we serve through a person-centred approach, whilst conforming with all statutory, regulatory and NHS requirements including information governance compliance.

The post holder will act as the first line of contact with members of the public, this includes inbound and outbound calling. Phoning patients/service users using predefined scripts, actively capturing key information from the call on the system and escalating information to the CNS Call Centre Deputy Team Leaders or Team Leaders, as per pre-agreed processes and criteria. This work will be for all types of contact activity (recall and proactive interactions) and so will mean using a variety of scripts depending on which service you are working on.

Main duties of the job

o Following pre-prepared scripts or guidelines to support patients and/or service users to navigate their healthcare, determine eligibility to access services and/or improve the accuracy of data held in relation to them and accurately record the outcome of each call/contact on an electronic system, whilst the call/contact is taking place.o Strive to achieve call/contact quality and productivity targets to improve patient experience and actively engaging in the call/contact quality monitoring process.o Feedback on any feedback and trends that emerge from the outputs of calls to line management.o Within the role you may be required to take work in an administrative function, responding to emails and accurately capturing data as required. o Follow guidelines in place to assess the requirement of patients, asking questions where required to understand their situation and recording accurately their individual circumstance. o Make decisions in line with guidelines and where required seek support and clarity from line management.o Provide signposting for services and health coaching to patients and/or service users where relevant and required to do so.

About us

The CNS Contact Centre operates through virtual model of delivery with team members assigned to an SCW office. This operating model aligns with and is informed by the SCW Building a Stronger Future Together programme and wider workforce principles. It is a requirement of the role that your home working environment should be suitable for you to have private conversations with members of the public without background noise or interference and no-one able to see and access confidential information on your screen. Our systems rely upon a reliable minimum internet speed and this needs to be in place for the post holder to carry out their role. This will be confirmed as part of the recruitment process and kept under review throughout the time in post.

SCW is committed to our process of redeployment of at-risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

This role has been assessed against the eligibility requirements for a skilled worker visa, we regret to inform you that we will be unable to consider applications from individuals who require sponsorship due to the post being ineligible because the role does not meet the necessary salary thresholds.

Date posted

26 June 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,625 to £25,674 a year Per Annum Pro Rata

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

891-CSU-7925WH

Job locations

NHS SCW CSU (Hybrid)

Eastleigh

SO50 5PB

Job description

Job responsibilities

Dependent on customer need, services run over a 7 day week and can be open from 08:00-20:00, including bank holidays and the post holder will be expected to work an agreed shift pattern to cover the business requirements. This includes hours working a minimum of 22.5 hours per week, including Mondays which are our busiest day of the week.

This role can be delivered virtually with no expectation of work travel or site visits other than by arrangement and agreement.

Please refer to the job description and person specification for further details and information regarding this role.

Job description

Job responsibilities

This role can be delivered virtually with no expectation of work travel or site visits other than by arrangement and agreement.

Please refer to the job description and person specification for further details and information regarding this role.

Person Specification

Values & Behaviours

Essential

Patient First - Customer Excellence
Aspirational
Collaborative
Insightful
Respectful
A commitment to Equality, Diversity and Inclusion

Education

Essential

Educated to Diploma level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.

Knowledge & Experience

Essential

Previous experience of working in a contact centre or busy administrative environment using computerised data systems
Sound working knowledge of Microsoft Office including Outlook, Word, Excel and MS Teams.
Experience in providing excellent customer service and experience dealing with members of the public
Excellent written, verbal and personal communication skills
Highly numerate
Accurate and efficient keyboard skills

Skills & Capabilities

Essential

Clear, effective communicator with good writing, data entry and telephone skills ensuring high quality delivery of service and accuracy of data recorded.
Ability to work effectively as part of a team.
Problem solving skills
Objection handling
Able to work on own initiative, organising and prioritising own workload to set deadlines.
An understanding of, and commitment to, the promotion of equal access for all citizens to all healthcare services
An ability to maintain confidentiality and trust. Dealing with sensitive data in a virtual environment.
Flexible approach to work and good time keeping

Person Specification

Values & Behaviours

Essential

Patient First - Customer Excellence
Aspirational
Collaborative
Insightful
Respectful
A commitment to Equality, Diversity and Inclusion

Education

Essential

Educated to Diploma level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.

Knowledge & Experience

Essential

Previous experience of working in a contact centre or busy administrative environment using computerised data systems
Sound working knowledge of Microsoft Office including Outlook, Word, Excel and MS Teams.
Experience in providing excellent customer service and experience dealing with members of the public
Excellent written, verbal and personal communication skills
Highly numerate
Accurate and efficient keyboard skills

Skills & Capabilities

Essential

Clear, effective communicator with good writing, data entry and telephone skills ensuring high quality delivery of service and accuracy of data recorded.
Ability to work effectively as part of a team.
Problem solving skills
Objection handling
Able to work on own initiative, organising and prioritising own workload to set deadlines.
An understanding of, and commitment to, the promotion of equal access for all citizens to all healthcare services
An ability to maintain confidentiality and trust. Dealing with sensitive data in a virtual environment.
Flexible approach to work and good time keeping

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.