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NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non-clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and national services are included.
The Contact Centre Operator Role within our two centralised switchboard locations provides our switchboard service for GG&C and delivers and maintain an efficient and high quality operator service to both out internal and external customers. The post-holder will be required to work at either site to ensure efficient, high quality services are carried out to meet the needs and demands of all internal and external callers. The post-holder is required to have an understanding of circumstances that may occur requiring a change of routine location and/or hours to meet the demands of the service, thus demonstrating co-operation and ensuring continuity of service. This is a critical role with responsibility for a wide variety of emergency situations including Major Incidents, Medical & Fire alert emergencies. Operators are required to use their own initiative when dealing with initial calls ensuring that callers are being routed to appropriate departments. Dealing with irate callers requires diplomacy and tact to diffuse the situation and skillful questioning to allow correct routing of the call. All operators are required to communicate with and develop good working relationships with a range of staff who may have particular requests in relation to the service within
NHS GG&C network and all public callers. The post-holder has to have tact and diplomacy when handling callers whose first
language is not English, sometimes in emotionally challenging circumstances.
Informal Contact: Katharine Crichton, Tel No: 07855108619a
Details on how to contact the Recruitment Service can be found within the Candidate Information Packs
NHS Greater Glasgow and Clyde encourages applications from all sections of the community. We promote a culture of inclusion across the organisation and are proud of the diverse workforce we have.
By signing the Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We support applications from across the Armed Forces Community, recognising military skills, experience and qualifications during the recruitment and selection process.
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