Call Centre Assistant

Job overview

At present, University Hospitals of North Midlands is unable to offer visa sponsorship for Band 2 to Band 4 roles, as these positions do not meet the minimum salary and skill thresholds required under UK Visas and Immigration (UKVI) regulations.

• We deliver a busy 24/7 telephone switchboard/operator service to the Trust and users of its telephone service from a wide range of backgrounds.
• We are the first point of contact for our patients, staff throughout the Trust, GP's and other healthcare professionals. You will handle calls from general enquiries to internal critical emergency response procedures.
• Customer service is key to this role so we are looking for people who are flexible, articulate, enthusiastic and effective communicators and essentially can remain calm in all circumstances.

Main duties of the job

The shift pattern will vary and is rostered 2 nights over 7, shift times will be a mix of 9.30pm to 6am and 10pm to 6.30am

The post holder must be flexible to cover night shifts to meet the needs of the service.

If you meet the above criteria and want to join our dedicated team then we would like to hear from you!

Working for our organisation

We are the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.

In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.

At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.

Detailed job description and main responsibilities

For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager using the contact details below.

Person specification

Qualifications

• Education to GCSE standard

• Customer service qualification

Experience

• Proven experience of working in a customer service environment
• Proven experience of working with PC's and Microsoft Office

• Proven experience in Call Centre / Multi line telephony as main part of role

Skills, ability and knowledge

• Well developed communication skills
• Flexibility to cover a variety of shifts sometimes at short notice

Personal Qualities

• Able to display a calm and rational approach to difficult situations, demonstrating empathy and assertiveness where appropriate
• Able to understand own limitations and when to escalate problems
• Able to demonstrate a flexible approach to shift working, understanding that shifts may be changed at short notice to meet the requirements of the 24/7 Operator service

1. All correspondence will be sent to you via the email address you applied from. Please ensure you check your emails regularly.
2. References - please ensure you provide email addresses for all referees for the last three years of employment.
3. We are committed to equality of opportunity and welcome applications from everyone regardless of ethnicity, disability, gender, age, faith or sexual orientation. Appointment will be based on merit alone.
4. Flexible working will be considered in line with Trust policies
5. New recruits are required to pay for their Disclosure and Barring Service check (and admin fee) prior to starting if the role requires a DBS check.
6. We work with ‘trac.jobs’ to support out recruitment process. If you have any queries regarding this please read this privacy notice.

University Hospitals of North Midlands NHS Trust (UHNM) has been awarded the Gold Award for proudly supporting those who serve. We actively encourage applications from the Armed Forces community.

We will communicate with you regarding your job application via email. Please be aware that we cannot guarantee the security of any emails sent/received via non encrypted format.

If you would like support completing an application form, please contact the recruitment department on 01782 675533 where one of our trained assistants will be able to help

At UHNM we are fortunate to receive a high volume of applications for many of our roles, on this occasion we would reserve the right to close any advert early, therefore please apply without delay!

If you obtained your qualifications overseas, you will be required to provide an official government translation through ECCTIS (formerly known as NARIC). Please note, this is in addition to any professional registration requirements and not a replacement for your qualifications.

If you are currently in the UK on a visa, you must have at least six months remaining on your visa at the time of your start date to ensure sufficient time for the operational and training process associated with the role. The requirement of at least six months remaining on your visa does not apply to a Skilled Worker Visa, as a new Skilled Worker Visa would be required for a new role.

In line with the change of Immigration rules on 8th January 2026 if you require Sponsorship through the Skilled Worker Visa you must be able to provide B2 English evidence before a Certificate of Sponsorship can be issued.

1. Skilled Worker visas cannot currently be issued to Afghan nationals.
2. Study visas cannot currently be issued to nationals of Afghanistan, Cameroon, Myanmar or Sudan.

As a result, we are unable to progress applications requiring sponsorship under these routes.

If AI has been used to support your application, you must declare this within your submission.