Job Advert
Due to the anticipated response to this post it may close before the closing date noted on the advert therefore once you start your application form please complete it immediately
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, Service Manager on 07855 108619
Details on how to contact the Recruitment Service can be found within the Candidate Information Pack
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.