University Hospitals Coventry and Warwickshire NHS Trust
Call Agent
The closing date is 02 August 2026
To work within a lively inbound and outbound telephone contact centre, providing a professional patient referral and appointment booking service to patients, carers and health care professionals using electronic systems. Communicating related information and advice in accordance with Trust guideline, policies, and procedures.
Work in conjunction with colleagues, service users and stakeholders to provide an efficient clerical support service and to promote the values and vision of University Hospitals Coventry and Warwickshire NHS Trust.
Please be advised that sponsorship is not eligible for this post.
Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
Main duties of the job
- Be responsible for dealing with inbound and outbound calls from patients, carers, and health care professionals in a proficient manner.
- Deal with routine enquiries, referrals and appointment booking, taking appropriate action as necessary.
- Ensure the confidentiality of all client/patient records is always maintained.
- Act as first point of contact for complaints within the team, addressing them accordingly and escalating as necessary in line with Trust policy.
- Undertake other routine departmental tasks, including photocopying, shredding, data entry, archiving and maintaining filing systems.
Job responsibilities
- Communicate effectively and efficiently with a wide range of people regarding sensitive and confidential information.
- Check service inboxes on a rota basis and take appropriate actions.
- Maintain and update high‑standard manual and electronic filing systems in line with Trust policies and procedures.
- Enter all necessary data into the Trust’s data collection systems, both manual and electronic.
For further details of the role please see the attached job description.
Qualifications
- GCSE Pass C or above in English & Maths (or equivalent)
- NVQ Level 2/3 in Customer Service or willingness to work towards it, or equivalent level of experience.
Experience
- Experience of working in a contact centre.
- Experience of handling inbound/outbound telephone calls.
- Experience with booking systems.
- IT literacy with Microsoft Office packages (Word, Excel, Outlook).
- NHS experience.
Knowledge
- Excellent telephone manner.
- Ability to communicate clearly, both written and verbally.
- Attention to detail.
- Ability to work independently and as an effective team member.
- Ability to remain calm and polite to service users.
- Good organisational skills and ability to multitask.
- Understanding of confidentiality and application of its principles in everyday work practice.
- Experience using Trust IT systems.
Commitment to Trust Values and Behaviours
- Must demonstrate behaviours consistent with the Trust’s values.
- Applicants for managerial roles will need to demonstrate evidence of promoting equal opportunities through work experience.
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 to submit a Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer name
University Hospitals Coventry and Warwickshire NHS Trust
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