Interview for Call Centre Assistant - Discover Great Care Jobs and Jobs In Care Today

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Practice Interview

Call Centre Assistant • Stoke-On-Trent
University Hospital of North Midlands NHS Trust

Thank you for your interest in the position of Call Centre Assistant in Stoke-On-Trent with University Hospital of North Midlands NHS Trust.

This is a video practice interview and we use your computer's webcam & microphone device's camera phone's camera to record your answers.

We record your answers one at a time. The whole thing should take you less than five minutes.

Interview Progress What to expect Continue below

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First, we'll enable your camera & microphone and then ask you to record a short introduction about yourself, about 30 seconds long, to make sure your camera is working ok.

Then, we'll ask you to answer one or more questions of your choice from the list below:

1. Can you provide an example of a time when you dealt with a difficult caller? How did you manage the situation? Can you provide an example of a time when you dealt with a difficult caller? How did you manage the situation?

2. What does excellent customer service mean to you, particularly in a healthcare setting? What does excellent customer service mean to you, particularly in a healthcare setting?

3. How would you assess a caller's needs quickly and effectively? How would you assess a caller's needs quickly and effectively?

4. Can you describe a situation where you had to communicate complex information to someone who may not have understood it? How did you ensure clarity? Can you describe a situation where you had to communicate complex information to someone who may not have understood it? How did you ensure clarity?

5. In your view, what are the essential qualities of effective communication, especially over the phone? In your view, what are the essential qualities of effective communication, especially over the phone?

6. Describe a time when you encountered an unexpected problem during a call. What steps did you take to resolve it? Describe a time when you encountered an unexpected problem during a call. What steps did you take to resolve it?

7. How would you handle a situation where you don't know the answer to a caller's query? How would you handle a situation where you don't know the answer to a caller's query?

8. How do you work effectively as part of a team, especially in a fast-paced environment? How do you work effectively as part of a team, especially in a fast-paced environment?

9. Can you give an example of how you've supported a colleague in a busy situation? Can you give an example of how you've supported a colleague in a busy situation?

10. This role requires a flexible approach to shifts and working under pressure. Can you share your experience in adapting to changing work schedules or demands? This role requires a flexible approach to shifts and working under pressure. Can you share your experience in adapting to changing work schedules or demands?

11. What strategies do you use to maintain your focus and effectiveness during long shifts? What strategies do you use to maintain your focus and effectiveness during long shifts?

12. Are you familiar with any emergency response procedures? How would you approach a call regarding an emergency situation? Are you familiar with any emergency response procedures? How would you approach a call regarding an emergency situation?

13. How would you prioritise calls in a high-pressure environment, especially during an emergency? How would you prioritise calls in a high-pressure environment, especially during an emergency?

14. What interests you about working in a call centre within the NHS, specifically at UHNM? What interests you about working in a call centre within the NHS, specifically at UHNM?

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You can answer as many of these questions as you want. Good luck!

1. Can you provide an example of a time when you dealt with a difficult caller? How did you manage the situation?

queI8fro Customer Service Skills

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Interview Summary
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Role: Call Centre Assistant in Stoke-On-Trent

Interviewed on Wednesday 23 April 2025 at 18:25.

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{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\nCall Centre Assistant with University Hospital of North Midlands NHS Trust in Stoke-On-Trent\n\n 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 are 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 the handling of 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 and essentially can remain calm in all circumstances. The shift pattern will vary and is generally 4 shifts rotered over 7 days, shift times will vary with the earliest start time being 6am and the latest finish time being 10pm. 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. If you meet the above criteria and want to join our dedicated team then we would like to hear from you! About us 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. "}