University Hospital of North Midlands NHS Trust
Please note, we are unable to provide sponsorship for this role due to the required skill level and salary threshold.
The Telecommunications Department at UHNM, Royal Stoke is recruiting for Call Centre Assistants to join the team!
* We deliver a busy 24/7 telephone switchboard/operator service to the Trust and users of its telephone service from a wide range of backgrounds.
* The work is wide-ranging from handling general internal calls, external patient and patient relative enquiries, and calls from other Healthcare professionals through to the implementation of Trust emergency procedures.
* We are the first point of contact for our patients, clients, suppliers, and staff throughout the Trust and the wider NHS. You will handle calls from general enquiries to internal emergency response procedures.
* Customer service is key to this role, so we are looking for people who are flexible, articulate, enthusiastic, and effective communicators who can remain calm in all circumstances.
The shift pattern will vary and is generally 4 shifts rostered over 7 days, with shift times varying from the earliest start time of 6 am to the latest finish time of 10 pm.
The post holder must be flexible and may be required to cover night shifts to meet the needs of the service.
Previous applicants need not apply.
Main Duties of the Job
If you meet the above criteria and want to join our dedicated team, then we would like to hear from you!
About Us
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching, and research. We are the specialist centre for major trauma for the North Midlands and North Wales.
All of our employees make a valuable contribution regardless of role here at UHNM, and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.
UHNM creates and encourages a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return, we ask all of our employees to make a commitment to the values, co-created by our staff, patients, and carers, that unite us as a Trust.
At University Hospitals of North Midlands NHS Trust, we know that investing in, supporting, and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.
Job Responsibilities
For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager using the contact details below.
Person Specification
Qualifications
* Education to GCSE standard.
Experience
* Proven experience in Call Centre / Multi-line telephony as a main part of the role.
* Proven experience of working in a customer service environment.
* Proven experience of working with PCs and Microsoft Office.
Skills, Ability, and Knowledge
* Good telephone manner.
* Flexibility to cover a variety of shifts sometimes at short notice.
Personal Qualities
* Able to display a calm and rational approach to difficult situations, demonstrating empathy and assertiveness where appropriate.
* Able to understand own limitations and when to escalate problems.
* Able to demonstrate a flexible approach to shift working, understanding that shifts may be changed at short notice to meet the requirements of the 24/7 Operator service.
* Own transport.
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.
University Hospital of North Midlands NHS Trust
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