We are recruiting for the post of Contact Centre Agent, offering opportunities 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 Cambridge University Hospitals staff.
Responsibilities
- Provide a courteous, efficient and complex telephone and reception service to the public, patients and other Trust staff in a busy and challenging environment.
- Ensure the Contact Centre runs smoothly and efficiently in respect of the Contact Centre Agent duties.
- Deliver a qualitative service that meets the expectations of staff, patients and the general public.
- Be the first point of contact for visitors to the Trust, providing advice and direction at key entrances.
- Handle a variety of calls, including enquiries from the public, internal emergency calls, and maintenance requests.
- Manage staff pagers, which are an invaluable communication tool for the Trust (full training provided).
- Ensure that information is both recorded and delivered accurately.
- Demonstrate the Trust’s values at all times: Together – Safe | Kind | Excellent.
Qualifications
- 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.
- Passionate about helping.
Shift Pattern
As part of our Contact Centre team, you will be required to work a rotating shift pattern consisting of start times from 07:00 AM, 08:00 AM, 10:00 AM and 13:00 PM as well as evening shifts finishing at 21:00 PM, 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.
Immigration and Sponsorship
As per Home Office guidelines, 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
Diversity and Inclusion
CUH is committed to promoting a diverse and inclusive community – a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or socio-economic background.
Benefits
- Development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries.
- Reduced cost Stagecoach bus travel to and from Cambridge University Hospital site.
- Free park and ride bus journeys between Babraham Road and Trumpington sites, as well as the route to and from Cambridge train station and our hospitals.
- Subsidised cost of parking on site for eligible staff.
- Hot food available 24/7 and at a reduced cost for colleagues on campus.
- Staff pod break spaces with free tea and coffee, a break space and private outside area.
- Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.
We welcome applications from the Armed Forces.
This advert closes on Monday 13 Apr 2026.
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