Call Centre Advisor

Call Centre Advisors provide a professional, efficient, and courteous first point of contact for patients, carers, and other healthcare professionals. The role focuses on handling incoming contact, including phone calls, emails, and tasks, to support access to appropriate clinical care and information.

Call Centre Advisors respond to patient enquiries, book appointments, and signpost to services as required, while maintaining high standards of confidentiality, professionalism, and customer service.

While Triage Support Advisors focus on outgoing patient contact following clinical triage, Call Centre Advisors manage inbound contact, ensuring patients are direction to the right service efficiently and safely . Both roles form part of the wider Call Centre Team and may be flexibly deployed according to service demand.

Job description

Please view the attached Job Description and Person Specification for full details regarding this post.

When completing your application form, please ensure that you clearly demonstrate how you meet the role criteria.

Person specification

Other Requirements

Essential

• Disclosure and Barring Service (DBS) Check.
• Maintaining confidentiality at all times.

Desirable

• Full UK driving licence.

Experience

Essential

• 1 years' experience in a Customer Service/Reception Environment.

Desirable

• Previous experience of team working.
• Previous NHS experience.
• Experience of using SystmOne (or similar).

Skills

Essential

• Excellent communication skills, face to face and on the telephone including the ability to deal appropriately with difficult communication situations.
• Good interpersonal and organisational skills.
• Ability to translate information and details accurately both verbally and written.
• Understanding acceptance and adherence to a strict code of confidentiality.
• Confidence to use own judgement, based on resourcefulness and local knowledge in response to patient queries.
• A good working knowledge of Microsoft Office products and the ability to use email/internet.

Qualifications

Essential

• Education to GCSE level or equivalent.
• GCSE Mathematics and English (C or above).

Desirable

• NVQ level 2 in Customer Service/Reception environment.

Personal Qualities

Essential

• Ability to maintain confidentiality.
• Able to cope well under pressure.
• Polite and friendly.

About the employer

We are a very friendly GP practice with over 70 years of history, lead by a stable forward-thinking partnership that is ready to embrace the new look of Primary Care.

We have four sites and over 45,000 patients spread across the city of Derby.

We seek someone who is keen to become part of a growing and supportive team and is looking to work in an ambitious practice.

In return Lister House Surgery will offer you the following benefits: