Call Centre Assistant
University Hospitals of North Midlands (UHNM) are recruiting for a Call Centre Assistant.
University Hospitals of North Midlands is currently unable to provide sponsorship for this role. Applicants holding a graduate visa may apply provided they have at least six months until their visa expires at the start of employment for training and operational reasons.
Location
Royal Stoke University Hospital, Newcastle Road, Stoke-On-Trent, ST4 6QG.
Contract & Working Pattern
Permanent, full-time. Shift pattern varies and is rota‑d 5 days over 7 days. Shift times start as early as 6am and finish as late as 10pm. The post holder must be flexible and may need to cover night shifts.
Salary
£24,465 per annum plus enhancements.
Responsibilities
- Deliver a 24/7 telephone switchboard/operator service to the Trust and its users from a wide range of backgrounds.
- Serve as the first point of contact for patients, staff across the Trust, GPs, and other healthcare professionals, handling calls from general enquiries to internal critical emergency response procedures.
- Provide excellent customer service, remaining calm and effective in all circumstances.
Qualifications
- Education to GCSE standard.
- Customer service qualification (desirable).
Experience
- Proven experience working in a customer service environment.
- Proven experience with PCs and Microsoft Office.
- Proven experience in a Call Centre / multi‑line telephony role (desirable).
Skills & Personal Qualities
- Well‑developed communication skills.
- Flexibility to cover a variety of shifts, sometimes at short notice.
- Calm and rational approach to difficult situations, demonstrating empathy and assertiveness where appropriate.
- Understanding of own limitations and when to escalate problems.
Disclosure & Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure to the Disclosure and Barring Service (formerly CRB) will be required to check for any previous convictions.
Sponsorship
Applications from job seekers who require current Skilled Worker sponsorship will be considered alongside all other applications. For more information, visit the UK Visas and Immigration website. From 6 April 2017, skilled worker applicants must provide a criminal record certificate from each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years.
Equality & Diversity
UHNM fosters a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer, where all staff feel valued and respected.
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