Job Description

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
12 September 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-B
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 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 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

Skills Required