About this role
Job summary Our Contact Centre and reception services provide an essential 24/7 point of contact for patients, colleagues, visitors and the public, including the handling of emergency calls. As Contact Centre Manager, you will lead these services and the teams that deliver them, ensuring they remain responsive, reliable and focused on excellent customer service. This is an opportunity to guide a well-established team with a strong, positive culture. You will create an environment where colleagues feel supported to develop, share learning openly and use lessons from experience to improve the service. The role works closely with a wide variety of teams and professional groups across the Trust, making sound operational decisions and building effective relationships to support the needs of our hospitals.
Main duties of the job
You will oversee the day-to-day delivery of the Contact Centre and reception services, lead and develop a large team, and manage performance against service standards and SLAs. You will use demand and performance data to plan resources, forecast staffing requirements and identify opportunities to improve processes and service delivery.
A key part of the role is maintaining a strong, positive team culture through visible leadership, clear expectations, coaching and open learning. You will work with a wide variety of teams and professional groups across the Trust, respond effectively to operational issues and lead change in a complex service.
We are looking for an experienced operational leader with a strong background in contact centre delivery and people management. You will bring sound judgement, strong analytical, communication and relationship-building skills, and a collaborative, practical approach to solving problems and improving services.
About us
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners. Recognised as providing 'outstanding' care to our patients and rated 'Good' overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH's values - Together - Safe, Kind, Excellent - are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.
CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people's age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.
Job description Job responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close at midnight on 11th October 2026.
Interviews are due to be held on 27th October 2026.
All appointments with a start date on or after 1 October 2026 will be subject to a 12-week probationary period. This provides a structured and supportive period to help you settle into your role, with regular reviews and feedback.
Right to Work
As there is a 12-week probationary period, successful candidates are expected to have the Right to Work for a period of at least 6 months from the proposed start date. Immigration and Right to Work status will be discussed with successful candidates at conditional offer. CUH will not offer sponsorship to candidates that have applied for a fee waiver.
Benefits to you
At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only caf, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.
We welcome applications from the Armed Forces.
Person Specification
Qualifications Essential
oDegree level or equivalent oContact Centre Management Qualifications
Desirable
oCertificate in management oProject Management qualification oWillingness to undertake professional development
Experience Essential
oRelevant experience in managing multi-channel Contact Centre in a large acute hospital oExperience of managing a large, multi-disciplinary team oSignificant experience of managing change within a large organisation oImplementing contact centre systems and processes oProduction of management information and performance reports oPerformance management oLine management, training and development of staff
Desirable
oRelevant experience in managing a 24/7 contact centre oIT network management oWorking in public the sector oManaging telephony switches and associated contact centre systems oWorkforce planning and delivery to SLAs oPrevious NHS experience
Knowledge Essential
oAble to understand the complexities of the role omulti-task oSound knowledge of the contact centre requirements of an NHS organisation and associated service provision oAnalysis of complex statistical information oUnderstanding of the potential benefits of a contact centre to users of the NHS
Desirable
oUnderstanding of NHS plan and its aims oKnowledge of voice networks oUnderstanding of best practice in the development and implementation of human resources policies and procedures as relevant oUnderstanding of project management methodology and toolkits
Skills Essential
oAble to work on own initiative or under direction as appropriate oConfidentiality and discretion oNegotiation and influencing skills oAbility to prioritise own workload oAbility to analyse complex information and present options oOrganisational ability oAbility to establish effective relationships at all levels of the organisation oMotivated and able to work autonomously or in a team oExcellent written and verbal communication skills oAdaptable and resourceful, able to work under pressure oStrong interpersonal skills and a good team player
Desirable
oProject management skills and experience
Additional Requirements Essential
oMust be self-motivated and proactive oThe ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent. oAbility to assist personal development of team members through training and business / departmental need
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Cambridge University Hospital NHS Foundation Trust
Address Addenbrookes Hospital-Division Corporate
Hills Road
Cambridge
CB20QQ
United Kingdom
Employer's website https://www.cuh.nhs.uk (Opens in a new tab)