Detailed job description
and main responsibilities
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert
Person specification
Qualifications
Essential criteria
1. Good standard general education level. NVQ level 3 in customer services/administration or equivalent experience
Experience
Essential criteria
2. Proven experience in a customer-focused role involving high volumes of telephone communication
3. Demonstrable ability to work under pressure, manage competing priorities, and meet strict deadlines
4. Experience handling challenging conversations or managing expectations in a professional manner
5. Strong administrative skills with experience of accurately updating IT systems in real time
Desirable criteria
6. Previous call/contact centre or similar phone-based role
7. Experience working in a rota, staffing, or workforce coordination environment
8. Experience within an NHS or healthcare setting
Technical Skills & Competencies
Essential criteria
9. Confident using Microsoft Office (Outlook, Excel, Word) and other IT systems
10. Excellent communication skills, both verbal and written
11. Ability to remain calm, organised, and professional in a fast-paced environment
12. Resilient and able to handle repetitive, high-pressure workloads
13. Confident communicator who is not afraid to pick up the phone
14. Able to think quickly, problem solve, and make decisions within defined processes
15. Team player with a proactive and flexible approach
Language requirement
Essential criteria
16. Be able to speak English as necessary to undertake the role