Contact Agent
| Posting date: | 05 July 2024 |
|---|---|
| Salary: | £22,816.00 to £24,336.00 per year |
| Additional salary information: | £22816.00 - £24336.00 a year |
| Hours: | Full time |
| Closing date: | 09 July 2024 |
| Location: | Leamington Spa, CV32 7SF |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9203-24-0706 |
Summary
Key Area: To answer all calls in a professional and polite manner Demonstrate effective listening, directed questioning and summarising skills Follow the relevant pathways and processes to capture information and record accurately in a summarised form Understand your own limitations and when necessary signpost callers to more appropriate levels of staff Manage difficult and sensitive calls with empathy, tact and diplomacy Generate incident forms as necessary Effectively use the GAP scheduler system Effectively use the Netcall telephone system Have a working knowledge of the Lorenzo system Supervise any Bank, Agency or Admin Staff to ensure a continued level of service Assist in any audits and data capture exercises Participate in performance reviews Knowledge skills and experience required: Communicate in a professional manner with all callers, using a wide range of sources telephone, IT, e-mails, written, verbal and non-verbal Ensure records are contemporaneous Plan and prioritise own workload, developing skills and knowledge to contribute to the development of others Have an in depth working knowledge of the relevant systems used within the ISPA Advises ISPA Supervisor, IHTs / Professional Leads on ISPA activity and workload Participate in supervision from ISPA Supervisor Participate in relevant training as identified through the PDR process