Contact Centre Agent

Job summary

Contact Centre Agent

DBS Level required:  Enhanced

Join our Bradley Contact Centre team and help patients access safe, timely care.

What the Role Offers

You will handle calls, book appointments and support patients through busy periods.

Pay Rates

Rates:

• In Hours: 13.21 per hour, MonFri 08.0018.00
• Out of Hours: 14.21 per hour, evenings and weekends

Base Location

Local Care Direct, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ.

Hybrid working may be available after training and probation.

Shifts Available

Various shifts available to suit full-time or part-time applicants.

 Monday, Weeks 1, 3 & 4 - 13:00 - 18:29 Monday, Weeks 1-4, 1800-2159 Monday, Weeks 1-4, 1800-2359 Tuesday, Week 4, 1300-1829 Tuesday, Week 4, 1800-2159 Tuesday, Weeks 1-4, 1800-2359 Thursday, Weeks 1-4, 1800-2159 Thursday, Weeks 2 & 4, 1800-2359 Saturday, Weeks 1-4, 1000-2159 Saturday, Weeks 1-4, 1600-1959 Saturday, Week 2, 2000-2359 Sunday, Weeks 1-4, 1000-2159

Please note: our rota operates on a 4-week rolling basis to meet service demand.

Main Duties and Responsibilities

Main duties:

• Handle inbound calls professionally
• Book appointments using SystmOne
• Manage appointment diaries
• Reassure patients and provide clear information
• Support safe queue management
• Complete admin tasks
• Work flexibly to meet demand
• Follow policies and confidentiality rules

Main duties of the job

Qualifications

• Essential: Level 2 English & Maths (GCSE Grade C or equivalent)
• Desirable: None specified

• Essential: Working in a call centre environment or dealing with the public on the telephone
• Desirable:
  • Working with core operational systems System One
  • Working in a healthcare environment

• Essential:
  • Highly developed communication skills verbal and written
  • High levels of organisation
  • Logical thinker
  • High levels of empathy
  • Strong IT skills inc. knowledge of MS Office
  • Conflict resolution skills
  • Able to develop good relationships with customers both internal and external
  • Following processes
• Desirable: Negotiation and influencing skills

• Essential:
  • Local Care Direct Services
  • Fluent in English language
• Desirable:
  • Knowledge of working in a Healthcare Environment
  • NHS Services
  • Health and safety principles

About us

At Local Care Direct, we are proud to be a values-led social enterprise providing essential health and support services across West Yorkshire. Since 2004, our teams have helped people access the right advice, care and support in the right place, at the right time and as close to home as possible.

With around 500 colleagues working across seventeen sites, we deliver services 24 hours a day, 365 days a year, including GP out-of-hours care, urgent treatment centres, walk-in services, a central contact centre, dental assessment and booking, and tailored support for NHS partners.

We are looking for people who share our commitment to honesty, integrity, fairness, consistency, kindness and respect. In return, you will be part of a supportive, inclusive organisation where colleagues are valued and encouraged to make a real difference for patients, partners and local communities.

As part of our team, you will have access to development opportunities, clear progression pathways and a range of employee benefits, including:

• NHS pension scheme
• Dedicated volunteer leave
• 25 days annual leave, plus bank holidays, increasing with service
• Employee Assistance Programme for confidential wellbeing support
• Hybrid and flexible working options, dependent on role
• Access to the Blue Light Card for national discounts

If you want to be part of an organisation that puts people first and supports you to develop, we would welcome your application.

Click here to access our website: Local Care Direct