Main area Telecommunications Switchboard/Operator Service Grade Band 2 Contract Permanent Hours Full time - 37.5 hours per week (The post is to cover predominantly days, evenings, weekends and Public Holidays. Night shifts may be required to accommodate service needs.) Job ref 205-7237085-A
Employer University Hospitals of North Midlands NHS Trust Employer type NHS Site Royal Stoke Town Stoke-On-Trent Salary £24,169 per annum + enhancements Salary period Yearly Closing 22/07/2025 23:59
Call Centre Assistant
Band 2
Job overview
University Hospitals of North Midlands is currently unable to provide sponsorship for Band 2 and Band 3 roles. This is in accordance with UKVI guidelines and legislation, as these roles do not meet the skill nor salary threshold for sponsorship. If you hold a graduate visa, you are welcome to apply for this role however it is important to note that UHNM will be unable to offer sponsorship at the end of your graduate visa, you must also have at least six months until your graduate visa expires at the start of your employment for training and operational reasons.
The Telecommunications Department at UHNM, Royal Stoke are recruiting for Call Centre Assistants to join the team!
* We deliver a busy 24/7 telephone switchboard/operator service to the Trust and users of its telephone service from a wide range of backgrounds.
* We are the first point of contact for our patients, staff throughout the Trust, GP's and other healthcare professionals. You will handle calls from general enquiries to internal critical emergency response procedures.
* Customer service is key to this role so we are looking for people who are flexible, articulate, enthusiastic and effective communicators and essentially can remain calm in all circumstances.
Main duties of the job
The shift pattern will vary and is rotered 5 days over 7 days, shift times will vary with the earliest start time being 6am and the latest finish time being 10pm.
The post holder must be flexible and may be required to cover night shifts to meet the needs of the service.
Previous applicants need not apply.
If you meet the above criteria and want to join our dedicated team then we would like to hear from you!
Working for our organisation
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.
All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.
UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.
At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.
Detailed job description and main responsibilities
For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager using the contact details below.
Person specification
Qualifications
* Education to GCSE standard
Experience
* Proven experience of working in a customer service environment
* Proven experience of working with PC's and Microsoft Office
* Proven experience in Call Centre / Multi line telephony as main part of role
Skills, ability and knowledge
* Flexibility to cover a variety of shifts sometimes at short notice
Personal Qualities
* Able to display a calm and rational approach to difficult situations, demonstrating empathy and assertiveness where appropriate
* Able to understand own limitations and when to escalate problems
* Able to demonstrate a flexible approach to shift working, understanding that shifts may be changed at short notice to meet the requirements of the 24/7 Operator service
Important information about your application
* All correspondence will be sent to you via the email address you applied from. Please ensure you check your emails regularly.
* References - please ensure you provide email addresses for all referees for the last three years of employment.
* We are committed to equality of opportunity and welcome applications from everyone regardless of ethnicity, disability, gender, age, faith or sexual orientation. Appointment will be based on merit alone.
* Flexible working will be considered in line with Trust policies
* New recruits are required to pay for their Disclosure and Barring Service check (and admin fee) prior to starting if the role requires a DBS check.
* We work with ‘trac.jobs’ to support out recruitment process. If you have any queries regarding this please read this privacy notice.
University Hospitals of North Midlands NHS Trust (UHNM) has been awarded the Gold Award for proudly supporting those who serve. We actively encourage applications from the Armed Forces community.
We will communicate with you regarding your job application via email. Please be aware that we cannot guarantee the security of any emails sent/received via non encrypted format.
If you would like support completing an application form, please contact the recruitment department on 01782 675533 where one of our trained assistants will be able to help
At UHNM we are fortunate to receive a high volume of applications for many of our roles, on this occasion we would reserve the right to close any advert early, therefore please apply without delay!
If you obtained your qualifications overseas, you will be required to provide an official government translation through ECCTIS (formerly known as NARIC). Please note, this is in addition to any professional registration requirements and not a replacement for your qualifications.
If you are currently in the UK on a visa, you must have at least six months remaining on your visa at the time of your start date to ensure sufficient time for the operational and training process associated with the role. The requirement of at least six months remaining on your visa does not apply to a Skilled Worker Visa, as a new Skilled Worker Visa would be required for a new role.
UHNM supports the responsible use of Artificial Intelligence (AI) to assist in preparing your supporting statement. However, we reserve the right to reject applications where AI has been used in a misleading manner, for example, by implying experience or understanding that the applicant does not possess or where its use is excessive or unfair. If AI has been used to support your application, you must declare this within your submission.
Employer certification / accreditation badges
#J-18808-Ljbffr