Contact Centre Shift Leader - Cambridge, United Kingdom - Cambridge University Hospitals

Cambridge University Hospitals
Cambridge University Hospitals
Verified Company
Cambridge, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Main area

  • Contact Centre
    Grade
  • Band 5
    Contract
  • Permanent
    Hours
  • Full time
Part time
Flexible working

37.5 hours per week (Start times from 07:00, 08:00 and 12:00 working up to 20:00 at the latest. Includes weekend working. Full Time or Part Time/ Flexible working hours may be considered.)
Job ref

  • 180F245201
    Employer
  • Cambridge University Hospitals NHS Foundation Trust
    Employer type
  • NHS
    Site
  • Addenbrookes Hospital-Division Corporate
    Town
  • Cambridge
    Salary
- £28,407 - £34,581 p.a. pro rata
Salary period

  • Yearly
    Closing
  • 23/05/2024 23:59
    Interview date
  • 10/06/2024Job overview


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.

Main duties of the job


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.

Working for our organisation


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.

Detailed job description and main responsibilities

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 23rd May 2024.

Interviews are due to be held on the 10th June 2024.


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.

Person specification


Qualifications:

Essential criteria

Standard level General Education.

GCE/CSE/GCSE or equivalent.

First Line Management / Supervisory Certificate / Qualification.

  • Customer Service NVQ Level 3.Desirable criteria
Degree or equivalent level of knowledge and experience.

  • NVQ Level 3 Supervisory Management.
Experience

Essential criteria

Experience of first line management / supervision within a contact centre or a large, 24/7 team.

Experience of managing change within an organisation.

Involvement in the implementation of contact centre systems and processes.

Production of management information and performance reports.

Experience in performance management of staff.

Line management, training and development of staff.

Training and coaching of staff.

Significant Customer Service experience.

  • Shift work 24/7 service.
Desirable criteria

Previous experience of working in NHS.

  • Understanding of contact centre systems.
Knowledge

Essential criteria

  • Able to understand the complexities of the role.
Desirable criteria

Knowledge of the Trust including awareness of priorities.

Knowledge of Trust information systems Knowledge of Medical Terminology.

  • Understanding of Health & Safety

Skills:

Essential criteria

Able to work on own initiative or under direction as appropriate.

Confidentiality and discretion.

Ability to prioritise own workload and multi-task.

Excellent written and verbal Communication skills.

Negotiation and influencing skills.

Organisational ability.

Ab
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