Contact Centre Shift Leader - Cambridge, United Kingdom - Cambridge University Hospitals NHS Foundation Trust

Cambridge University Hospitals NHS Foundation Trust

Verified Company

Cambridge, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

You will help ensure that each Contact Centre shift runs smoothly and efficiently and will be responsible for day to day operational management within the Contact Centre.

The Shift Leader will be responsible for the line management of the Contact Centre Agent team and will meet with them regularly through 1:1 meetings.

They will be responsible for the performance and development of their team, devising plans with their Agents to improve in these areas.

Supporting team with day-to-day queries and customer escalation.

Ensuring smooth shift handovers for the 24-7 service including organising staff shift changes on request.

Coordinating backup testing of key telephony systems.

Aspirational leader who is passionate about developing others and themselves.

Self-motivated with excellent organisational, management and personal skills.

Adaptable and resourceful, able to remain calm and patient under pressure.

Strong interpersonal skills and a good team player.

Act as a role model by demonstrating strong leadership behaviours and the Trust's values at all times Together

Safe | Kind | Excellent.

Must be able to work shifts between the hours of 07:00-20:00, including weekends.

Our Trust

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge.

With over 11000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners.

Recognised as providing 'outstanding' care to our patients and rated 'Good' overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here.

CUH's values - Together - Safe, Kind, Excellent - are at the heart of patient care, defining the way all staff work and behave.

The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

This vacancy will close at midnight on the 22nd January 2023.

Interviews are due to be held on the 30th January 2023.

Benefits to you

We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.

Please note if you would like to discuss the required hours of this role further, you should approach the contact given.

In some cases alternative working hours will be considered.