Job summary Local Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire. We have an exciting opportunity at Pontefract Urgent Treatment Centre for Receptionists / Contact Centre Agents (Dual role) to join our team working overnights. This role is to support the Pontefract reception area making sure there is always a Receptionist available to greet patients and book them into appointments. When the reception area is fully staffed they will work as a Contact Centre Agent supporting the safe and efficient flow of patients within Contact Centre operations. Hourly Rate : £11.94 for working in hours & £12.94 for working OOHS (In Hours Monday to Friday 08.00 to 18.00 & Out of Hours Monday to Friday 18.00 to 08.00 and all day Saturday Sunday) From the 1st April 2025 the hourly rate will be : £12.71 for working in hours & £13.71 for working OOHS Main Base : Local Care Direct, Pontefract Urgent Treatment Centre, Friarwood Lane, Pontefract, WF1 1PG The main base for this role is Pontefract Urgent Treatment Centre but for one shift per month the successful applicant will work at the Bradley Contact Centre (Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ). Available Shifts: Monday weekly 22:00-03:00 Tuesday weekly 22:00-03:00 Wednesday weekly 22:00-03:00 Thursday weekly 22:00-03:00 Friday weekly 22:00-03:00 Saturday weekly 22:00-03:00 Sunday weekly 22:00-03:00 Main duties of the job This is a dual role with the primary role as Receptionist supporting Pontefract Urgent Treatment Centre. In the event of absence, they will step in as the primary Receptionist for the site. The Receptionist ensures patients using LCD services at the centre are dealt with in a professional, efficient and sensitive manner which enhances their experience of the centre, LCD services and the wider NHS. To achieve this, Receptionists are responsible for the smooth running of the reception and waiting areas, dealing directly with patients and liaising with other members of the LCD team including health professionals and any external stakeholders. The secondary role as Contact Centre Agent will be the default role when the reception area is fully staffed. When working as the Contact Centre Agent you will support the safe and effective flow of patients within the Contact Centre Operations. As a Contact Centre Agent there will be the requirement to be flexible across all Contact Centre roles to be able to respond to peaks in demand to include taking inbound calls, booking appointments and managing patient expectations. This will contribute to the delivery of a quality service and the maintenance of quality standards within the Contact Centre. About us We care about people at Local Care Direct. Together, we act with kindness & respect, fairness & consistency, and honesty & integrity. Every one of our values is essential, but our impact is greater when we use all of them together. Our purpose is to care for people. Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients, and our NHS and social care partners. Over the years, we have developed a broad range of services for patients across Yorkshire and the Humber including: a centralised contact centre, GP out of hours services, Urgent Treatment Centres, walk-in facilities, a dental assessment and booking service, as well as a number of bespoke services for our NHS clients. Benefits of working for Local Care Direct: Employee Assistance Programme Comprehensive Staff Training programme Modern working environment with a positive atmosphere NHS Pensions NHS Discounts (Blue light card) Various hours available in a 24/7 environment Support available 24/7 Health & Wellbeing group to support staff Supportive and Friendly teams Annual Awards focused on raising money to support a local charity Date posted 21 March 2025 Pay scheme Other Salary £11.94 an hour in hours (£12.94 an hour OOHs) Contract Permanent Working pattern Part-time Reference number B0250-25-0019 Job locations Pontefract Urgent Treatment Centre Friarwood Lane Pontefract WF8 1PL Job description Job responsibilities Job Title: Receptionist / Contact Centre Agent (Dual Role) Team: Contact Centre / WYUC Base Location: Pontefract Urgent Treatment Centre Secondary Location: Bradley Contact Centre (for a minimum of 1 shift per month in order for skill retention and training) Primary Line Manager: Area Manager Hours of Work: As per contract (These services are open 365 days a year including bank holidays) Staff Group: Drivers & Receptionists DBS Check Level Required: Enhanced with Child/Adult Barring, Child/Adult Workforce Vaccination Requirement Statement: Covid19 double vaccination not required but recommended. This job has been rated as Medium Risk for requiring Hepatitis B immunisation vaccination is recommended, therefore Post Holders will be offered a Hep B immunisation. This job has been rated as Low Risk for requiring Hepatitis B immunisation. Flu jab recommended and will be offered. Job Purpose: This is a dual role with the primary role as Receptionist supporting Pontefract Urgent Treatment Centre. In the event of absence, they will step in as the primary Receptionist for the site. The Receptionist ensures patients using LCD services at the centre are dealt with in a professional, efficient and sensitive manner which enhances their experience of the centre, LCD services and the wider NHS. To achieve this, Receptionists are responsible for the smooth running of the reception and waiting areas, dealing directly with patients and liaising with other members of the LCD team including health professionals and any external stakeholders. The secondary role as Contact Centre Agent will be the default role when the reception area is fully staffed. When working as the Contact Centre Agent you will support the safe and effective flow of patients within the Contact Centre Operations. As a Contact Centre Agent there will be the requirement to be flexible across all Contact Centre roles to be able to respond to peaks in demand to include taking inbound calls, booking appointments and managing patient expectations. This will contribute to the delivery of a quality service and the maintenance of quality standards within the Contact Centre. The main base is Pontefract Urgent Treatment Centre but for one shift per month the Receptionist / Contact Centre Agent (Dual Role) will work directly with the Contact Centre Team at the Bradley Contact Centre (Huddersfield) in order to maintain training and skills. When Working in the Capacity of a Receptionist to support Pontefract Urgent Treatment Centre the Key Principles are: Receive patients and visitors to the centre in a professional and courteous manner. Book patients onto SystmOne on arrival and show them to the waiting area. Monitoring patient flow and taking action where there are non-attendees and cancellations. Help patients who may be in an emotional state by providing information and reassurance as necessary, elevating issues to clinician on duty if appropriate. Assisting patients who have communication difficulties whilst at the centre and accessing support when identified such as Language Line or facilities for the hard of hearing. To actively promote equality for all patients. Deal with requests from patients and colleagues over the telephone in a timely and courteous manner. Maintain and re-order consumables for the reception and waiting areas. Take delivery of drugs and consumables from base location and ensure appropriate storage in a secure environment. Support the collation of Patient Satisfaction feedback and undertake surveys/audits as required using both manual and computerised data. Ensuring that the Reception and Waiting area is kept clean and tidy at all times. Ensuring that consulting rooms are equipped to agreed standards at all times and this is monitored in line with company policy via the LCD PCC check list, paying due adherence to Infection Prevention and Control guidelines. Completion of Handover report and LCD PCC check list each session. Contributes and makes suggestions for improving service provision. Assisting other members of the team in any tasks believed to be appropriate to your capability. Demonstrates duties to new starters. Completion of LCD PCC check lists. Supporting A & E Departments where agreements are in place. Follows local and organisational policies and procedures within role. Working to standard operating procedures at all times and in particular the Receptionist Standing Operating Procedure (SOP) and Controlled Drugs/Drugs (where held). Learn and understand National Quality Requirements specific to the Reception role and work with Management to achieve them. Knowledge of and adherence to standards as laid down by the Care Quality Commission. Act as ambassador for LCD at all times. Working flexibly to provide cover for colleagues when needed. Assisting in the implementation of any new measures deemed necessary by the Management or Executive. When Working in the Capacity of a Contact Centre Agent the Key Principles are: To make and receive telephone calls in a polite and professional manner in keeping with the image of Local Care Direct. To deal with the callers query, to include transferring to another department or manager if necessary. To comfort call patients to support safe management of queues. Ensuring that polices and protocols are carried out as set down by LCD. To liaise with and book patients into Local Care Directs Primary Care and OOH Centres via system one, using appointment diaries across West Yorkshire. Any other administration/computer work relevant to the operational running of the Service. To be an active member of the Contact Centre Team, assisting in the provision and maintenance of the quality, standards and professional image of the service. To maintain confidentiality of information given. To be flexible in working arrangements in order to meet the needs of the service. To be flexible to changes in service needs and undertake additional training as and when necessary. HEALTH, SAFETY & SECURITY To report any accidents, complaints, defects in equipment, near misses and untoward incidents, following company procedures. Ensure compliance with Health and Safety at Work regulations. Ensure Health and Safety legislation and company policy is complied with at all times, including COSHH, Workplace Risk Assessment, manual handling and Control of Infection. Ensure compliance with Infection, Prevention and Control guidelines. COMMUNICATIONS & RELATIONSHIPS To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes. To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas. To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post. PATIENT CARE To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision. To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct. FINANCIAL RESOURCES To ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved. CONFIDENTIALITY To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times. TRAINING To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained. INFECTION PREVENTION AND CONTROL Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this. SAFEGUARDING Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures. MANAGING SELF Ensure that relevant professional practice is evidence based and current. Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective. Ensure that mandatory training is up to date and participate in training as appropriate. Effectively utilise time management, organisational, co-ordination and if required - management skills. Identify own professional development needs through the Personal Development Review process (PDR). The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager. Job description Job responsibilities Job Title: Receptionist / Contact Centre Agent (Dual Role) Team: Contact Centre / WYUC Base Location: Pontefract Urgent Treatment Centre Secondary Location: Bradley Contact Centre (for a minimum of 1 shift per month in order for skill retention and training) Primary Line Manager: Area Manager Hours of Work: As per contract (These services are open 365 days a year including bank holidays) Staff Group: Drivers & Receptionists DBS Check Level Required: Enhanced with Child/Adult Barring, Child/Adult Workforce Vaccination Requirement Statement: Covid19 double vaccination not required but recommended. This job has been rated as Medium Risk for requiring Hepatitis B immunisation vaccination is recommended, therefore Post Holders will be offered a Hep B immunisation. This job has been rated as Low Risk for requiring Hepatitis B immunisation. Flu jab recommended and will be offered. Job Purpose: This is a dual role with the primary role as Receptionist supporting Pontefract Urgent Treatment Centre. In the event of absence, they will step in as the primary Receptionist for the site. The Receptionist ensures patients using LCD services at the centre are dealt with in a professional, efficient and sensitive manner which enhances their experience of the centre, LCD services and the wider NHS. To achieve this, Receptionists are responsible for the smooth running of the reception and waiting areas, dealing directly with patients and liaising with other members of the LCD team including health professionals and any external stakeholders. The secondary role as Contact Centre Agent will be the default role when the reception area is fully staffed. When working as the Contact Centre Agent you will support the safe and effective flow of patients within the Contact Centre Operations. As a Contact Centre Agent there will be the requirement to be flexible across all Contact Centre roles to be able to respond to peaks in demand to include taking inbound calls, booking appointments and managing patient expectations. This will contribute to the delivery of a quality service and the maintenance of quality standards within the Contact Centre. The main base is Pontefract Urgent Treatment Centre but for one shift per month the Receptionist / Contact Centre Agent (Dual Role) will work directly with the Contact Centre Team at the Bradley Contact Centre (Huddersfield) in order to maintain training and skills. When Working in the Capacity of a Receptionist to support Pontefract Urgent Treatment Centre the Key Principles are: Receive patients and visitors to the centre in a professional and courteous manner. Book patients onto SystmOne on arrival and show them to the waiting area. Monitoring patient flow and taking action where there are non-attendees and cancellations. Help patients who may be in an emotional state by providing information and reassurance as necessary, elevating issues to clinician on duty if appropriate. Assisting patients who have communication difficulties whilst at the centre and accessing support when identified such as Language Line or facilities for the hard of hearing. To actively promote equality for all patients. Deal with requests from patients and colleagues over the telephone in a timely and courteous manner. Maintain and re-order consumables for the reception and waiting areas. Take delivery of drugs and consumables from base location and ensure appropriate storage in a secure environment. Support the collation of Patient Satisfaction feedback and undertake surveys/audits as required using both manual and computerised data. Ensuring that the Reception and Waiting area is kept clean and tidy at all times. Ensuring that consulting rooms are equipped to agreed standards at all times and this is monitored in line with company policy via the LCD PCC check list, paying due adherence to Infection Prevention and Control guidelines. Completion of Handover report and LCD PCC check list each session. Contributes and makes suggestions for improving service provision. Assisting other members of the team in any tasks believed to be appropriate to your capability. Demonstrates duties to new starters. Completion of LCD PCC check lists. Supporting A & E Departments where agreements are in place. Follows local and organisational policies and procedures within role. Working to standard operating procedures at all times and in particular the Receptionist Standing Operating Procedure (SOP) and Controlled Drugs/Drugs (where held). Learn and understand National Quality Requirements specific to the Reception role and work with Management to achieve them. Knowledge of and adherence to standards as laid down by the Care Quality Commission. Act as ambassador for LCD at all times. Working flexibly to provide cover for colleagues when needed. Assisting in the implementation of any new measures deemed necessary by the Management or Executive. When Working in the Capacity of a Contact Centre Agent the Key Principles are: To make and receive telephone calls in a polite and professional manner in keeping with the image of Local Care Direct. To deal with the callers query, to include transferring to another department or manager if necessary. To comfort call patients to support safe management of queues. Ensuring that polices and protocols are carried out as set down by LCD. To liaise with and book patients into Local Care Directs Primary Care and OOH Centres via system one, using appointment diaries across West Yorkshire. Any other administration/computer work relevant to the operational running of the Service. To be an active member of the Contact Centre Team, assisting in the provision and maintenance of the quality, standards and professional image of the service. To maintain confidentiality of information given. To be flexible in working arrangements in order to meet the needs of the service. To be flexible to changes in service needs and undertake additional training as and when necessary. HEALTH, SAFETY & SECURITY To report any accidents, complaints, defects in equipment, near misses and untoward incidents, following company procedures. Ensure compliance with Health and Safety at Work regulations. Ensure Health and Safety legislation and company policy is complied with at all times, including COSHH, Workplace Risk Assessment, manual handling and Control of Infection. Ensure compliance with Infection, Prevention and Control guidelines. COMMUNICATIONS & RELATIONSHIPS To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes. To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas. To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post. PATIENT CARE To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision. To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct. FINANCIAL RESOURCES To ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved. CONFIDENTIALITY To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times. TRAINING To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained. INFECTION PREVENTION AND CONTROL Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this. SAFEGUARDING Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures. MANAGING SELF Ensure that relevant professional practice is evidence based and current. Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective. Ensure that mandatory training is up to date and participate in training as appropriate. Effectively utilise time management, organisational, co-ordination and if required - management skills. Identify own professional development needs through the Personal Development Review process (PDR). The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager. Person Specification Qualifications Desirable NVQ Level 2 in Office Administration. Level 2 English & Maths (GCSE Grade C or equivalent). Experience Essential Experience of working in a busy, public-facing environment. Experience of working in a busy, telephone based environment. Experience of dealing with confidential information and record keeping. Experience of working in partnership to carry out a role. Desirable Working in a 24/7 environment. Working in an environment where safeguarding is important. Working in a health related environment. Knowledge Essential Fluent in English language. Good knowledge of Microsoft Office. Desirable Safeguarding. Conflict resolution strategies. Knowledge of SystmOne. Local Care Direct Services. Skills Essential Highly developed communication skills verbal, written and telephone. Ability to understand the need for, and to follow, systems and processes. Good computer skills. High levels of accuracy, attention to detail and time management skills. Ability to problem solve and deal with challenging situations. Desirable Health and safety principles. Recognise and suggest areas for service improvement. Personal Attributes Essential Ability to attend work regularly out of hours. Flexible, willing to work in areas other than main base and adaptable to change. Approachable & positive. Ability to work alone and also as part of a team. Desirable Stays calm under pressure. Person Specification Qualifications Desirable NVQ Level 2 in Office Administration. Level 2 English & Maths (GCSE Grade C or equivalent). Experience Essential Experience of working in a busy, public-facing environment. Experience of working in a busy, telephone based environment. Experience of dealing with confidential information and record keeping. Experience of working in partnership to carry out a role. Desirable Working in a 24/7 environment. Working in an environment where safeguarding is important. Working in a health related environment. Knowledge Essential Fluent in English language. Good knowledge of Microsoft Office. Desirable Safeguarding. Conflict resolution strategies. Knowledge of SystmOne. Local Care Direct Services. Skills Essential Highly developed communication skills verbal, written and telephone. Ability to understand the need for, and to follow, systems and processes. Good computer skills. High levels of accuracy, attention to detail and time management skills. Ability to problem solve and deal with challenging situations. Desirable Health and safety principles. Recognise and suggest areas for service improvement. Personal Attributes Essential Ability to attend work regularly out of hours. Flexible, willing to work in areas other than main base and adaptable to change. Approachable & positive. Ability to work alone and also as part of a team. Desirable Stays calm under pressure. 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. Employer details Employer name Local Care Direct Address Pontefract Urgent Treatment Centre Friarwood Lane Pontefract WF8 1PL Employer's website https://www.localcaredirect.org/ (Opens in a new tab)