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Job summary

Main area
Call Centre Agent
Grade
Band 2
Contract
Permanent: Could be extended or made substantive
Hours
37.5 hours per week (Full time, no set work pattern)
Job ref
287-CEF-56-25-A
Employer
Liverpool University Hospitals NHS Foundation Trust
Employer type
NHS
Site
Royal Liverpool Hospital
Town
Liverpool
Salary
£24,169 per annum, pro rata
Salary period
Yearly
Closing
22/05/2025 23:59

Employer heading

Liverpool University Hospitals NHS Foundation Trust logo

Call Centre Agent

Band 2

Job overview

If you have applied in the past 6 months, please do not apply

2X full time

The call centre is the main communications for the Liverpool  University Hospital NHS Foundation Trust. We receive approximately 130,000 calls per month and 20000 outpatient appointment calls per month.

We are looking for an enthusiastic individual to join the team. 

We are offering one 37.5 hour post with no set work pattern; you will be working according to the needs of the service. Previous roles in a similar environment preferential as we are looking for someone who has an understanding of NHS terminology and structure. You will need to have experience working under pressure and work part of a team. 

The department operates on a 24/7 service including all bank holidays and weekends, so flexible approach to work is required.

Candidates who have applied previously (within the last 6 months) are asked not to re-apply. 

Main duties of the job

  1. Answering hundreds of calls daily handling queries quickly and efficiently using bespoke software packages to do so.
  2. Manning hospital emergency call line and liaising with correct emergency teams.
  3. Upkeep and maintenance of hospital paging system.
    Monitor and report critical gas alarms for repair.
  4. Report lift entrapments and liaise with those entrapped.
  5. Operating the iPM system for Outpatient Appointments, Patient Enquiries.
  6. NWAS Northwest Ambulance booking service

Working for our organisation

Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital.

We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women’s NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients.

UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond. 

For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.

Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women’s Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK’s largest single site maternity hospital each year. The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services.

 For roles at Liverpool Women’s, visit their careers page

Detailed job description and main responsibilities

  • Responsible for emergency calls and keeping associated records, Cardiac Arrest, Fire, Bomb, Major Incident
  • Operating internal and external paging systems for on-call staff and keeping associated records.
  • Operating alarm systems and keeping associated records.
  • Reception and general clerical duties
  • Updating patient information
  • Re-booking patient appointments
  • Patient search/enquiries
  • Booking transportation
  • Reporting telephone faults to the Communications Supervisor
  • Operating the taxi system and keeping associated records.
  • Responsible for maintaining a clean and tidy work station.
  • Other appropriate duties as allocated by the supervisor/manager.

Where staff absences or lateness for work would cause the switchboard to be unmanned it is the requirement that the Telephonist on duty remains to cover the switchboard until relief is available.

In the event of an emergency it may be necessary to require staff to remain on duty to provide sufficient cover on the switchboard to handle the emergency.

Staff may be requested from time to time to work over and above those hours within their contract to help cover absences of other members of staff.

Person specification

Qualifications

Essential criteria
  • GCSE or equivalent

Experience

Essential criteria
  • Telephonist experience/Call Centre

Knowledge

Desirable criteria
  • Knowledge of medical terminology
  • Hospital knowledge and experience

Skills

Essential criteria
  • Computer skills
  • Excellent communication skills

Other

Essential criteria
  • Work well using own initiative and within a team
  • Able to cover any duty including early & late shifts/weekends/bank holidays/nights and also emergency cover

Employer certification / accreditation badges

Fair Employment Charter Status - Aspiring LevelNHS Pastoral Care Quality AwardVeteran AwareApprenticeships logoNo smoking policyPositive about disabled peopleInvestors in PeopleArmed Forces Covenant Gold AwardMindful employer.  Being positive about mental health.Disability confident committedStep into health

Application numbers

This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.

Documents to download

Apply online now

Further details / informal visits contact

Name
Mark Coulter
Job title
Estates & Facilities Management
Email address
[email protected]
Telephone number
0151 706 3330
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