Overview

Call Centre Agent

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 post-holder 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