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Job Search / Administration & Business Support

Contact Centre Agent

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Location
Cambridge, Cambridgeshire
Salary
£10.00 - £10.28 per hour + Inside IR35
Job Type
Contract
Ref
BBBH29134_1641902193
Contact
Wendy Cross

Contact Centre Agent

37.5 Hours per week. Monday to Friday. Rota Basis (See below)

Location: Addenbrookes Hospital, Cambridge Biomedical Campus, Hills Road, Cambridge, CB2 0QQ

£10.28 per hour. Inside IR35.

Start: ASAP: Ongoing contract.

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 telephony and reception service to the public, patients and other Trust staff, in a busy and challenging environment. The postholder will ensure that the Contact Centre runs smoothly and efficiently in respect of the Contact Centre Agent duties. The post-holder will ensure that a qualitative service is delivered, that meets the expectations of staff, patients and the general public.

The Contact Centre Agent is the first point of contact for people telephoning the Trust, offering an operator service and handling all incoming and internal calls on the Contact Centre consoles. The Agent will transfer the callers to the correct departments, put out paging calls, giving out rota information as required. This may necessitate long periods of concentration and focus and the ability to deal consistently with people in a clear and polite manner.

The Contact Centre is open 24/7; 365 days per year and the Contact Centre Agent will be expected to contribute as necessary.

The post-holder must have the ability to deal in a calm and efficient manner with emergency calls and fire calls in line with local procedures. .

The Contact Centre team carry out pager transfers, diagnose problems with faulty pagers and recommend a solution in line with the local procedures. It is expected that the post-holder reports faults i.e. telecom, paging faults, consoles, EPIC etc. to the Technical Team promptly

You must be happy with the below shift/rota pattern. You will get a break/lunch.

Agency Shift Pattern

M

T

W

T

F

Week 1

7-15

7-15

7-15

7-15

7-15

Week 2

8-16

8-16

8-16

8-16

8-16

Week 3

9-17

9-17

9-17

9-17

9-17

Week 4

10-18

10-18

10-18

10-18

10-18

Week 5

12-20

12-20

12-20

12-20

12-20

Week 6

7-15

7-15

7-15

7-15

7-15

Qualifications and Experience:

  • A standard level of education with GCE/CSE/GCSE or equivalent qualification
  • Experience of working in a customer service or front of house environment
  • Clear diction and good command of the English language

Additional Requirements:

  • To work unsocial hours including late shifts, nights, weekends and Bank Holidays
  • Have the flexibility to work at very short notice