About this role
Job summary
We are recruiting for a Contact Centre Coordinator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
We are seeking a motivated individual to join our Outpatients Appointment Centre into dynamic and fast-paced role where you can make a meaningful impact. This role offers variety, challenge, and the opportunity to contribute directly to patient care by ensuring the smooth and efficient coordination of outpatient services.
The Contact Centre Coordinator is responsible for the day-to-day operational leadership of the Contact Centre. The successful applicant will Manage a team of Contact Centre Advisors, ensuring effective communication, smooth coordination of outpatient services, and high-quality customer service to patients and stakeholders.
We are seeking individuals with excellent communication and interpersonal skills, who can effectively prioritise tasks and manage their workload in a fast-paced, high-pressure environment. Strong IT proficiency and confidence in using computer systems are also essential.
This position offers excellent career development opportunities within the NHS and serves as a fantastic role for those looking to progress in healthcare administration and/or operational management.
At the heart of everything we do are our core values:Include,Respect, andImprove. We encourage you to embrace these values throughout the recruitment process and in your role with us.
Main duties of the job
Manage the daily operations of the contact centre, ensuring staff coverage, performance, and adherence to.
Provide leadership and support to administrative staff including rota management, delegation of tasks, and conflict resolution.
Lead on the recruitment, induction, and training of new team members.
Act as the first point of escalation for complex patient queries, complaints, or issues that require immediate resolution.
Provision of an efficient administrative support service to all aspects of the contact centre services.
Monitor service delivery and performance indicators (e.g. call handling times, response rates, appointment booking targets).
About us
At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.
We run the following hospitals:
The Lister Hospital, Stevenage New Queen Elizabeth II (New QEII), Welwyn Garden City Hertford County, Hertford Mount Vernon Cancer Centre (MVCC), Northwood
We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.
We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.
Job description Job responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role
Person Specification
Qualifications / Training Essential
Evidence of continued professional and personal development Training relevant to the role
Desirable
GCSEs or equivalent in English and Maths at 'pass' grades Leadership or management training
Previous Experience Essential
Significant experience in an administrative or clerical role Evidence of supervisory experience supporting a team Experience of dealing with patient/customer and staff enquiries in a high pressure environment
Desirable
Experience working within an NHS or healthcare setting
Skills and Knowledge Essential
Excellent communication skills, both written and verbal Proven ability to organise and prioritise own and others' workload Evidence of problem solving and conflict resolution skills Ability to analyse and interpret service data Proven ability to lead and supervisor a team as a line manager Good understanding of patient pathways RTT and NHS Access targets
Desirable
Significant Lorenzo and eRS knowledge Understanding & experience of accountability and taking initiative in problem solving Knowledge of sickness management/appraisals/performance reviews
Personal Attributes Essential
Committed to providing high-quality service and continuous improvement Willingness to contribute ideas for service enhancements or innovation
Other Requirements Essential
Professional and patient-focused approach Flexible, reliable and adaptable Confident and calm under pressure Evidence of ability to work independently and as part of a team
Role model our Trust values every day Essential
Experience and evidence of engagement around equality, diversity and inclusion issues in relation to policy, service development and service delivery in respect of both services to users and the management of staff Acts as a role model and mentor for junior staff
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name East and North Hertfordshire Teaching NHS Trust
Address Lister
Lister Hospital, Coreys Mill Lane
Stevenage
SG1 4AB
United Kingdom
Employer's website https://www.enherts-tr.nhs.uk/ (Opens in a new tab)