• Job Description

  Req#: C9205-25-1007?language=en&page=187&sort=publicationDateDesc

  Job summary

  University Hospitals of North Midlands is currently unable to provide sponsorship for Band 2 and Band 3 roles. This is in accordance with UKVI guidelines and legislation, as these roles do not meet the skill nor salary threshold for sponsorship. If you hold a graduate visa, you are welcome to apply for this role however it is important to note that UHNM will be unable to offer sponsorship at the end of your graduate visa, you must also have at least six months until your graduate visa expires at the start of your employment for training and operational reasons.

  The Telecommunications Department at UHNM, Royal Stoke are recruiting for Call Centre Assistants to join the team!

  • 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 rotered 5 days over 7 days, shift times will vary with the earliest start time being 6am and the latest finish time being 10pm.

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

  Previous applicants need not apply.

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

  About us

  University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. 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.

  UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. 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.

  Details

  Date posted

  08 July 2025

  Pay scheme

  Agenda for change

  Band

  Band 2

  Salary

  £24,169 a year per annum + enhancements

  Contract

  Permanent

  Working pattern

  Full-time

  Reference number

  205-7237085-A

  Job locations

  Royal Stoke

  Newcastle Road

  Stoke-On-Trent

  ST4 6QG

  
  

  Job description

  Job 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.

  Job description

  Job 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

  Essential

  • Education to GCSE standard

  Desirable

  • Customer service qualification

  Experience

  Essential

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

  Desirable

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

  Skills, ability and knowledge

  Essential

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

  Personal Qualities

  Essential

  • 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

  Person Specification

  Qualifications

  Essential

  • Education to GCSE standard

  Desirable

  • Customer service qualification

  Experience

  Essential

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

  Desirable

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

  Skills, ability and knowledge

  Essential

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

  Personal Qualities

  Essential

  • 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

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Certificate of Sponsorship

  Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

  From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

  Additional information

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Certificate of Sponsorship

  Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

  From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

  Employer details

  Employer name

  University Hospital of North Midlands NHS Trust

  Address

  Royal Stoke

  Newcastle Road

  Stoke-On-Trent

  ST4 6QG

  
  

  Employer's website

  https://www.uhnm.nhs.uk (Opens in a new tab)

  Employer details

  Employer name

  University Hospital of North Midlands NHS Trust

  Address

  Royal Stoke

  Newcastle Road

  Stoke-On-Trent

  ST4 6QG

  
  

  Employer's website

  https://www.uhnm.nhs.uk (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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