Band 3 - Contact Centre Agent, Outpatients St Albans
Closing date: 15 April 2026. We have one permanent position and one 12-month fixed-term contract.
Location: West Hertfordshire Teaching Hospitals NHS Trust, St Albans.
Please note: this role does not qualify for a Certificate of Sponsorship (Work Permit).
Key Responsibilities
* Act as the first point of contact for patients accessing Outpatient services via phone, email, or webchat.
* Respond to patient queries and concerns, providing helpful solutions.
* Ensure all correspondence is actioned appropriately and appointments are booked efficiently.
* Raise booking issues immediately to the Contact Centre Supervisor, Manager, medical staff, or specialist managers as necessary.
* Work collaboratively with the team to achieve booking targets and deliver a patient‑focused service.
* Use the PAS system to accurately capture and record activity and patient data.
* Exercise initiative in complex situations to ensure bookings meet local and national targets.
* Assist in maintaining a professional, efficient, centralized Contact Centre booking service.
Person Specification
Education and Qualifications
* Good level of general education.
* Completion of ECDL Customer Service training.
* Completion of Communication training.
Knowledge
* Competent in the use of Microsoft Office.
* Understanding of Information Governance and Patient Confidentiality.
* Knowledge of CWT Guidance.
Experience
* Experience working in a busy environment.
* Experience in an administrative role.
* Experience handling confidential information.
* Previous call centre experience.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service (formerly CRB) to confirm no previous criminal convictions.
Salary: £27,106 to £28,850 per annum (pro rata, including HCA).
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