CNS Contact Centre Agent
Description✓Job overview
✓Care Navigation Services are recruiting for CNS Contact Centre Agents [Band 3]
✓We are recruiting for both full-time and part-time substantive staff
✓The current customer requirement is 8.30am to 6.30pm Monday to Friday, however dependent on customer need, services run over a 7 day a week and can be open 08:00-20:00 including bank holidays and the post holder will be expected to work an agreed shift pattern to cover the business requirements.
✓Full and Part time positions available
✓Main duties of the job
✓Participating in the contact centre services, ensuring service offers within the SCW Care Navigation Services [CNS] portfolio are being delivered in a person-centred and outcome focused approach that are of high quality, which has a direct positive impact for patients, service users and populations
✓The post holder will act as the first line of contact with members of the public, this includes inbound and outbound calling
✓Phoning patients/service users using predefined scripts, actively capturing key information from the call on the system and escalating information to the CNS Call Centre Deputy Team Leaders or Team Leaders, as per pre-agreed processes and criteria
✓This work will be for all types of contact centre activity and so will mean using a variety of scripts depending on which service you are working on
✓To discuss the role In more detail, please refer to the contact details provided on the advert.
✓Working for your organisation
✓Someone who has experience of working in a contact centre that is used to taking a high volume of calls
✓Who is sympathetic towards callers but can also be firm when needed
✓To be calm and courteous at all times to patients and staff using the service.
✓This role is flexible in terms of location; however, we will ask for the successful person to attend team meetings in person during the year and there might be some travel involved, travel expenses will be paid by SCW from nearest office base.
✓Your home environment should be suitable for you to have private conversations with members of the public without background noise or interference.
✓Detailed job description and main responsibilities
✓Please refer to the job description and person specification for further details and information regarding this role Show more →
✓Care Navigation Services are recruiting for CNS Contact Centre Agents [Band 3]
✓We are recruiting for both full-time and part-time substantive staff
✓The current customer requirement is 8.30am to 6.30pm Monday to Friday, however dependent on customer need, services run over a 7 day a week and can be open 08:00-20:00 including bank holidays and the post holder will be expected to work an agreed shift pattern to cover the business requirements.
✓Full and Part time positions available
✓Main duties of the job
✓Participating in the contact centre services, ensuring service offers within the SCW Care Navigation Services [CNS] portfolio are being delivered in a person-centred and outcome focused approach that are of high quality, which has a direct positive impact for patients, service users and populations
✓The post holder will act as the first line of contact with members of the public, this includes inbound and outbound calling
✓Phoning patients/service users using predefined scripts, actively capturing key information from the call on the system and escalating information to the CNS Call Centre Deputy Team Leaders or Team Leaders, as per pre-agreed processes and criteria
✓This work will be for all types of contact centre activity and so will mean using a variety of scripts depending on which service you are working on
✓To discuss the role In more detail, please refer to the contact details provided on the advert.
✓Working for your organisation
✓Someone who has experience of working in a contact centre that is used to taking a high volume of calls
✓Who is sympathetic towards callers but can also be firm when needed
✓To be calm and courteous at all times to patients and staff using the service.
✓This role is flexible in terms of location; however, we will ask for the successful person to attend team meetings in person during the year and there might be some travel involved, travel expenses will be paid by SCW from nearest office base.
✓Your home environment should be suitable for you to have private conversations with members of the public without background noise or interference.
✓Detailed job description and main responsibilities
✓Please refer to the job description and person specification for further details and information regarding this role Show more →