{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\nCall Centre Operator (7 Day Shift Pattern) with Guy's and St Thomas'​ NHS Foundation Trust in London, England, United Kingdom\n\nWe are looking for customer service oriented staff, to work in our busy Call Centre, supporting our Cancer Nurse Specialist (CNS) Helpline where you will be talking and engaging with cancer patients, signposting their calls to their specialist clinical 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 center and hospital switchboard services. Hours: You will be required to work full time (37.5 hours) on a rolling rota. Shift patterns between Monday - Sunday 8:00am - 20:00, weekends and bank holidays. Skills Required Professional telephone manner Team player Excellent Communication Skills: calls can be highly challenging due to emotive circumstances and caller anxiety Compassion, Empathy Active listening skills Reliable, flexible Intermediate IT Skills You will be required to work as part of small team dealing with emergency calls and should have the ability to deal with these situations in a calm and professional manner who will provide a warm, courteous and prompt response to all telephone enquiries in an efficient and professional manner to our patients, staff and other stakeholders. 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. 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 Loan Long Term Service Awards Subsidised on-site nurseries and childcare vouchers A comprehensive staff health and well-being programme, Ride to work scheme Employee assistance programme Free stop smoking service Our Trust values are Put patients first, Take pride in what we do, Respect others, Strive to be the best, Act with Integrity For further details / informal visits contact: Name: Tracy Harding Job title: Call Centre Operations Manager Email address: tracy.harding@gstt.nhs.uk Telephone number: 0207 188 6506"}