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Job summary

Main area
Administration
Grade
NHS AfC: Band 2
Contract
Permanent
Hours
Full time - 37.5 hours per week (Monday to Sunday (including bank holidays) 5 out of 7 days working rota. Shifts: 8-4 / 9-5 /12-8)
Job ref
218-AC-B2-8162758
Employer
University Hospitals Coventry and Warwickshire NHS Trust
Employer type
NHS
Site
Enterprise Centre
Town
Coventry
Salary
£25,272 per annum
Salary period
Yearly
Closing
02/08/2026 23:59

Employer heading

University Hospitals Coventry and Warwickshire NHS Trust logo

Call Agent

NHS AfC: Band 2

Job overview

To work within a lively inbound and outbound telephone contact centre, providing a professional patient referral and appointment booking service to patients, carers and health care professionals using electronic systems. Communicating related information and advice in accordance with Trust guideline, policies, and procedures.

Work in conjunction with colleagues, service users and stakeholders to provide an efficient clerical support service. To ensure positive promotion of University Hospitals Coventry and Warwickshire NHS Trust values and vision.

Please be advised that sponsorship is not eligible for this post.

Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.

Main duties of the job

  • Be responsible for dealing with inbound and outbound calls from patients, carers, and health care professionals in a proficient manner.
  • Dealing with routine enquiries, referrals and appointment booking taking appropriate action as necessary.
  • To ensure the confidentiality of all client/patient records is always maintained.
  •  Act as first point of contact for complaints within the team, dealing with them accordingly, and in line with Trust policy, escalating as necessary.
  • To undertake other routine departmental tasks, including photocopying, shredding, data entry, archiving and establishing and maintaining filing systems.

Working for our organisation

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.

We are proud to be recognised as a Pathway to Excellence® designated organisation – please click the link for further details about this prestigious award. Pathway To Excellence ® - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)

By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.

The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.

Detailed job description and main responsibilities

  • Communicate effectively and efficiently with a wide range of people in respect of sensitive and confidential information.
  • Be responsible for checking the service inboxes on a rota basis and take appropriate actions.
  • To maintain and update high standard manual and electronic filing system updating information according to Trust policies and procedures.
  • To input all necessary data to the Trust’s data collection systems, both manual and electronic.

For further details of the role please see the attached job description. 

 

Person specification

Qualifications

Essential criteria
  • • GCSE Pass C or above in English & Maths (or equivalent) • NVQ Level 2/3 in Customer service or willing to work towards or equivalent level of experience.

Experience

Essential criteria
  • • Experience of working in a contact centre • Dealing with inbound / outbound telephone calls • Experience of booking systems • IT literate with Microsoft Office packages e.g., Word, Excel, and Outlook
Desirable criteria
  • • NHS Experience

Knowledge

Essential criteria
  • • Excellent telephone manner • Ability to communicate clearly, both written and verbally • Accuracy – pays attention to detail. • Ability to work on own initiatives and also as an effective team member. • Ability to always remain calm and polite to service users. • Good organisational skills and ability to multitask. • Understand confidentiality and apply the principles in every day working practice.
Desirable criteria
  • • Experience of using Trust IT systems

Commitment to Trust Values and Behaviours

Essential criteria
  • • Must be able to demonstrate behaviours consistent with the Trust’s values. (As detailed in UHCW’s Values in Action document below) • Applicants applying for job roles with managerial responsibility will be required to demonstrate evidence of promoting equal opportunities through work experience

Employer certification / accreditation badges

No smoking policyAge positiveDisability confident leaderImproving working livesArmed Forces Covenant (Silver Award)Pathway to excellenceCare quality commission - GoodPregnancy Loss PledgeHeart Charter

Application numbers

Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.

Documents to download

Apply online now

Further details / informal visits contact

Name
Sharanjit Kaur
Job title
Contact Centre Lead
Email address
[email protected]
Telephone number
02476964091
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