Contact Centre Agent

Job Description

Reed is currently seeking a highly motivated and organized individual to join the NHS trust based in Cambridge team as a Customer Service Assistant. This is a fixed-term contract position until further notice.Cambridge University Hospitals NHS Foundation Trust, including Addenbrooke’s and the Rosie Hospitals, is seeking a dedicated individual to join our team as a Contact Centre Agent. As one of the largest and busiest hospitals in the country, we are renownedfor our clinical and academic excellence. By upholding our values of Together - Safe, Kind, Excellent, you will contribute to our outstanding patient care and further enhance our reputation.Role Summary:As a Contact Centre Agent, you will support the Unified Communications Team in delivering essential services to the Trust through the Addenbrooke’s Contact Centre. Your primary responsibility will be to provide a courteous, efficient, and complex telephonyand reception service to the public, patients, and other Trust staff. Working in a busy and challenging environment, you will ensure the Contact Centre runs smoothly and efficiently, meeting the expectations of staff, patients, and the general public.Key Duties and Responsibilities:

• Serve as the first point of contact for all incoming and internal calls to the Trust, operating the Contact Centre consoles and transferring callers to the appropriate departments.
• Handle paging calls, provide rota information, and maintain consistent, clear, and polite communication with callers, demonstrating concentration and focus.
• Contribute to the 24/7 operation of the Contact Centre as required.
• Utilize proper salutation and communication standards while handling telephone calls, adhering to Call Quality procedures, and maintaining confidentiality and data protection policies.
• Gather accurate information through effective questioning techniques, ensuring correct procedures are carried out efficiently and calmly.
• Update information within Unified Communications accurately and in a timely manner, utilizing excellent typing and keyboard skills.
• Log detailed Facilities Helpdesk calls, recording maintenance, equipment, or portering requests, and liaise with other Estates and Facilities Departments and Trust departments when necessary.
• Handle emergency calls and fire calls according to local procedures, remaining calm and efficient.
• Carry out pager transfers, diagnose faulty pager problems, and recommend solutions following local procedures.
• Promptly report faults such as telecom, paging faults, consoles, EPIC, etc., to the Technical Team.
• Provide friendly, professional reception services within the Contact Centre, Main Reception, and Addenbrooke’s Treatment Centre, offering high-quality customer service to visitors, patients, and staff.
• Support the Contact Centre Manager, Deputy Manager, and Shift Leaders in delivering the Trust values of safe, kind, and excellent within the Contact Centre.
• Demonstrate excellent communication and customer service skills when interacting with staff, patients, and visitors.
• Participate in relevant training, develop personal skills and knowledge, and support the development of new team members.

Qualifications and Experience:A standard level of education with GCE/CSE/GCSE or an equivalent qualification.Experience working in a customer service or front of house environment.Clear diction and a good command of the English language.Additional Requirements:Willingness to work unsocial hours, including late shifts, nights, weekends, and Bank Holidays.Flexibility to work at short notice.Location:The role is based in the Estates and Facilities - Unified Communications, Contact Centre, covering all Trust premises at Addenbrooke’s Hospital, Hills Road, Cambridge.