Contact Centre Agent inCambridge inCambridge PUBLISHED 15 OCT 2024
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Applications are invited for the post of Contact Centre Agent, offering the opportunity to pursue a rewarding and challenging career within a lively 24/7 Contact Centre as part of a multi-disciplinary team. You will help provide an essential service to patients, members of the public and Addenbrooke's staff.
The role of Contact Centre Agent is to support the Unified Communications team in the delivery of services to the Trust by the Addenbrooke's Contact Centre team.
Providing a courteous, efficient and complex telephone and reception service to the public, patients and other Trust staff, in a busy and challenging environment. You will ensure that the Contact Centre runs smoothly and efficiently in respect of the Contact Centre Agent duties.
You will ensure that a qualitative service is delivered that meets the expectations of staff, patients and the general public.
Duties
- Be the first point of contact for visitors to the Trust, providing advice and direction to visitors at the receptions of key entrances.
- Handle a variety of calls, including enquiries from the public, internal emergency calls, and maintenance requests.
- Managing staff pagers, which are an invaluable communication tool for the Trust (full training provided).
- Ensure that information is both recorded and delivered accurately.
- Demonstrating the Trust's values at all times, Together - Safe | Kind | Excellent.
Candidate profile
Passionate about helping.Ability to remain calm and patient under pressure.A confident communicator over the phone, by email and in person.Excellent customer service skills including the ability to build rapport quickly.Basic computer literacy and keyboard skills.
Shifts
As part of our Contact Centre team, you will be required to work a rotating shift pattern consisting of start times from , , 1000 and 1300 as well as evening shifts finishing at 2100, weekends and Bank Holidays. The full shift pattern is available below with the job description and person specification pack. Further details are available on request.
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this particular position.
Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have:
- applied for a Graduate visa
- or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment
- or the Trust has agreed that they will Sponsor you as a Skilled Worker and you will complete your studies within 3 months of the anticipated start date of employment.
This vacancy will close at midnight on Nov-2024.
Interviews are due to be held on 25-Nov-2024.
Benefits to you
At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only caf, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.
We welcome applications from the Armed Forces.
Applications are invited for the post of Contact Centre Agent, offering the opportunity to pursue a rewarding and challenging career within a lively 24/7 Contact Centre as part of a multi-disciplinary team. You will help provide an essential service to patients, members of the public and Addenbrooke's staff.
The role of Contact Centre Agent is to support the Unified Communications team in the delivery of services to the Trust by the Addenbrooke's Contact Centre team.
Providing a courteous, efficient and complex telephone and reception service to the public, patients and other Trust staff, in a busy and challenging environment. You will ensure that the Contact Centre runs smoothly and efficiently in respect of the Contact Centre Agent duties.
You will ensure that a qualitative service is delivered that meets the expectations of staff, patients and the general public.
Duties
- Be the first point of contact for visitors to the Trust, providing advice and direction to visitors at the receptions of key entrances.
- Handle a variety of calls, including enquiries from the public, internal emergency calls, and maintenance requests.
- Managing staff pagers, which are an invaluable communication tool for the Trust (full training provided).
- Ensure that information is both recorded and delivered accurately.
- Demonstrating the Trust's values at all times, Together - Safe | Kind | Excellent.
Candidate profile
Passionate about helping.Ability to remain calm and patient under pressure.A confident communicator over the phone, by email and in person.Excellent customer service skills including the ability to build rapport quickly.Basic computer literacy and keyboard skills.
Shifts
As part of our Contact Centre team, you will be required to work a rotating shift pattern consisting of start times from , , 1000 and 1300 as well as evening shifts finishing at 2100, weekends and Bank Holidays. The full shift pattern is available below with the job description and person specification pack. Further details are available on request.
About us
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this particular position.
Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have:
- applied for a Graduate visa
- or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment
- or the Trust has agreed that they will Sponsor you as a Skilled Worker and you will complete your studies within 3 months of the anticipated start date of employment.
This vacancy will close at midnight on Nov-2024.
Interviews are due to be held on 25-Nov-2024.
Benefits to you
At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only caf, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.
We welcome applications from the Armed Forces.
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