Description
Contact Centre Agent
The closing date is 28 September 2025
Job summary
Local Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire.
We have various part-time positions available for Contact Centre Agents who would be based in our Bradley Contact Centre.
Hourly Rate: £12.71 in hours & £13.71 out of hours
(In Hours = Monday to Friday 08.00 to 18.00 & Out of Hours = Monday to Friday 18.00 to 08.00 and all day Saturday Sunday)
Location: Local Care Direct, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ
Working Pattern: Please see attached document for Available Shifts
(We offer a flexible hybrid working model, with at least 60% of your time spent in the office, and up to 40% working remotely. This is subject to successful completion of probation and initial training.)
Main duties of the job
- The Contact Centre Agent will support the safe and effective flow of patients within the Contact Centre Operations. Working flexibly across all Contact Centre roles, in order to be able to respond to peaks in demand, to include taking inbound calls, booking appointments and managing patient expectations.
- They will be a key member of the Contact Centre team and will contribute to the delivery of a quality service and the maintenance of quality standards.
- They will make and receive telephone calls in a polite and professional manner, dealing with the callers query which may include transferring to another department or manager if necessary.
- They will liaise with and book patients into Local Care Directs Primary Care and Out of Hours Centres via system one, using appointment diaries across West Yorkshire. Along with comfort calling patients to support safe management of queues.
- They may be asked to carry out administration / computer work relevant to the operational running of the Service.
- They will ensure that polices and protocols are carried out as set down by LCD. Including maintain the confidentiality of information given.
- They will need to be flexible to changes in service needs and undertake additional training as and when necessary.
About us
We care about people at Local Care Direct. Together, we act with kindness & respect, fairness & consistency, and honesty & integrity.Every one of our values is essential, but our impact is greater when we use all of them together.
Our purpose is to care for people.Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients, and our NHS and social care partners. Over the years, we have developed a broad range of services for patients across Yorkshire and the Humber including: a centralised contact centre, GP out of hours services, Urgent Treatment Centres, walk-in facilities, a dental assessment and booking service, as well as a number of bespoke services for our NHS clients.
Benefits of working for Local Care Direct:
- Employee Assistance Programme
- Comprehensive Staff Training programme
- Modern working environment with a positive atmosphere
- NHS Pensions
- NHS Discounts (Blue light card)
- Various hours available in a 24/7 environment
- Support available 24/7
- Health & Wellbeing group to support staff
- Supportive and Friendly teams
- Annual Awards to recognise staff and their contributions
Job description
Job responsibilities
Job Title: Contact Centre Agent
Team: Contact Centre
Base Location: Unit 2, Bradley
Line Manager: Contact Centre Ops Team Manager
Staff Group: Non Clinical Contact Centre
DBS Level Check: Basic Check
Job Purpose:
To support the safe and effective flow of patients within the Contact Centre Operations.
To be flexible across all Contact Centre roles to be able to respond to peaks in demand to include taking inbound calls, booking appointments and managing patient expectations.
They will be a key member of the Contact Centre team and will contribute to the delivery of a quality service and the maintenance of quality standards.
KEY PRINCIPLES
- To make and receive telephone calls in a polite and professional manner in keeping with the image of Local Care Direct.
- To deal with the callers query, to include transferring to another department or manager if necessary.
- To comfort call patients to support safe management of queues.
- Ensuring that polices and protocols are carried out as set down by LCD.
- To liaise with and book patients into Local Care Directs Primary Care and OOH Centres via system one, using appointment diaries across West Yorkshire.
- Any other administration/computer work relevant to the operational running of the Service.
- To be an active member of the Contact Centre Team, assisting in the provision and maintenance of the quality, standards and professional image of the service.
- To maintain confidentiality of information given.
- To be flexible in working arrangements in order to meet the needs of the service.
- To be flexible to changes in service needs and undertake additional training as and when necessary.
COMMUNICATIONS & RELATIONSHIPS
Communicate effectively with patients, colleagues, Doctors, Nurses, Managers, Ambulance Control staff and other Health Care Professionals to ensure calls are dealt with, with the necessary level of urgency, within an appropriate time scale.
PATIENT CARE
To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.
To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct.
CONFIDENTIALITY
To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times.
TRAINING
To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained.
INFECTION PREVENTION AND CONTROL
Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this.
SAFEGUARDING
Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.
Person Specification
Qualifications
Essential
- Level 2 English & Maths (GCSE Grade C / 4 or equivalent)
Personal Attributes
Essential
- Ability to attend work regularly out of hours
- Flexible and adaptable to change
- Approachable & positive
- Ability to work alone and also as part of a team
Desirable
- Stays calm under-pressure
Experience
Essential
- Experience of working in a busy, telephone based environment. Experience of dealing with confidential information and record keeping.
Desirable
- Working in a 24/7 environment.
- Working in an environment where safeguarding is important.
- Working in a health related environment
Skills
Essential
- Highly developed communication skills verbal, written and telephone. Ability to understand the need for, and to follow, systems and processes. Good computer skills.
- High levels of accuracy, attention to detail and time management skills. Ability to problem solve and deal with challenging situations.
Desirable
- Health and safety principles.
- Recognise and suggest areas for service improvement.
Knowledge
Essential
- Fluent in English language
- Good knowledge of Microsoft Office
Desirable
- Safeguarding
- Conflict resolution strategies
- Knowledge of SystmOne.
- Local Care Direct Services
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.
Employer details
Employer name
Local Care Direct
Address
Local Care Direct
Longbow Close
Bradley
Huddersfield
HD2 1GQ