Call Centre Agent - Tower Hamlets and Hackney

NHS; London; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading healthcare provider in London is seeking a Call Centre Agent to improve vaccination uptake through effective communication with parents and caregivers. The role involves coordinating community clinics, handling inquiries, and supporting immunisation programmes. Ideal candidates will have strong communication skills, experience in customer service, and a commitment to healthcare principles. Join us in making a difference in the community by ensuring children receive necessary vaccinations.

Qualifications

• Experience in call centre or customer-centric roles.
• Understanding and implementation of informed consent principles.
• Familiarity with GDPR principles.

Responsibilities

• Support the team to facilitate the smooth continuity of service delivery.
• Handle calls and emails from parents/carers booking vaccinations.
• Work towards agreed KPIs to ensure targets are achieved.

Skills

Clear and polite telephone manner

Effective written and verbal communication skills

Ability to work independently and in a team

Effective time management skills

Education

GCSE level or equivalent

Tools

Microsoft Office

Job description

Call Centre Agent - Tower Hamlets and Hackney

The post holder will be responsible for improving vaccination uptake by obtaining informed consent through inbound and outbound calls under the supervision of the Line Manager.

Main duties of the job

1. Work collaboratively to support the team to facilitate the smooth continuity of service delivery.
2. Assist in the day-to-day running of the immunisation programmes for the call Centre.
3. Handle calls and emails from and to parents/carers booking children in for vaccinations within community clinics.
4. Coordinate the operation of the community clinics in line with company policy and procedures where directed.
5. Work towards agreed KPIs to ensure targets are achieved.
6. Participate positively in regular team meetings.
7. Undertake other duties commensurate with the level of this position.
8. Comply with company policies & procedures.

About us

Vaccination UK has been commissioned by NHS England since 2015 to provide school-aged immunisations, including Influenza, to pupils across numerous counties in England and all boroughs of North London.

We are also commissioned by NHS England in North London to provide outbreak response in the event of a vaccine-preventable disease outbreak, and we provide the infant BCG programme to newborns in North London.

Our mission is to fight disease and save lives by making prevention and treatment easy, accessible, and safe.

Job responsibilities

1. Support the team to facilitate the smooth continuity of service delivery.
2. Assist in the day-to-day running of the immunisation programmes for the call centre.
3. Handle calls and emails from and to parents/carers booking children in for vaccinations within community clinics.
4. Coordinate the operation of the community clinics in line with company policy and procedures where directed.
5. Work towards agreed KPIs to ensure targets are achieved.
6. Participate positively in regular team meetings.
7. Undertake other duties commensurate with the level of this position.
8. Comply with company policies & procedures.

Person Specification

Qualifications

• Educated to GCSE level or equivalent.

Experience

• Experience in call centre or customer-centric roles.
• Experience working in a healthcare setting (desirable).
• Understanding and implementation of informed consent principles.
• Familiarity with GDPR principles.

Skills

• Clear and polite telephone manner.
• Bilingual skills with English mandatory.
• Effective written and verbal communication skills.
• Ability to work independently and in a team.
• Proficiency in Microsoft Office (Word & Excel).
• Effective time management skills.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure check will be required to identify any previous criminal convictions.