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Call Centre Operator (7 Day Shift Pattern)
| Posting date: | 24 July 2024 |
|---|---|
| Salary: | £27,948.00 to £29,468.00 per year |
| Additional salary information: | £27948.00 - £29468.00 a year |
| Hours: | Full time |
| Closing date: | 11 August 2024 |
| Location: | London, SE1 7EH |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9196-24-1991 |
Summary
Operate as a call centre operator using Trust technology; identifying and escalating operational issues appropriately. Provide a consistently high quality of service to all customers, identifying their needs, offer advice and assisting them to access services provided by the Trust and those of our partners. Responsible for answering all enquiries pleasantly, efficiently and effectively with patients, staff and public on the telephone in line with departmental standards and deal with problems as they arise. Problem solve queries and ensure that each query has been effectively managed and responded to in a timely manner. To use advanced listening, probing and facilitative skills across a wide range of calls; some of which can be highly challenging due to emotive circumstances or caller aggression. Deal with a high volume of telephone enquiries and use your own initiative to prioritise workload and call urgency. Pass on information accurately i.e. any changes to personal information requiring entry into the relevant information pages including patient databases. Deal with emergency calls (where appropriate) as a priority adhering to processes and procedures. Competently use a bleep and/or pager system to contact Trust staff (if appropriate to the service) as agreed in standard operating procedures. To meet daily key performance indicators (KPIs) and targets. To work at any hospital site as required, including telephony managed service sites. Understand the operation of key systems within the department relevant to the query. Participate in a rotating shift pattern that may include Public Holidays and weekends; in line with service requirements; unless otherwise agreed. Single point of contact for oncology patients to access the services of their Clinical Nurse Specialist and Acute Oncology Service Utilise existing pre-agreed triage tools and standard operating procedures to triage and process advice line calls; escalating to a clinician where appropriate Facilitate the ability to report on patient contacts by recording details of all patient interactions in line with agreed procedures and processes. Participate in annual skills review and training sessions deemed appropriate.