Call Centre Agent - Walsall

NHS; Walsall; On-site; GBP 20,000 - 25,000; Part time

Job summary

A leading healthcare provider is seeking a Call Centre Agent to improve vaccination uptake through effective communication and coordination of community clinics. The role involves handling calls, managing appointments, and ensuring compliance with company policies. Ideal candidates will have GCSE level education, strong communication skills, and experience in customer service or healthcare settings.

Qualifications

• Educated to GCSE level or equivalent.
• Bilingual languages with English mandatory.
• Effective communicator, both written and verbal.

Responsibilities

• Work collaboratively to support the team for service delivery.
• Handle calls and emails from parents/carers booking vaccinations.
• Coordinate community clinics in line with company policy.

Skills

Clear and polite telephone manner

Bilingual languages (English mandatory)

Effective communication (written and verbal)

Ability to work independently and as part of a team

IT literate (Microsoft Office)

Efficient time management

Education

Educated to GCSE level or equivalent

Job description

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.

Job title: Call Centre Agent

Contract: Bank

Start Date: September 2025

Working Hours: Monday to Friday between 8:00am - 5:00pm (7.5-hour shift per day)

Main duties of the job

KEY RESPONSIBILITIES:

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

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

Job responsibilities

(Repeated content from main duties, consider removing or consolidating for clarity)

Person Specification

Qualifications

• Educated to GCSE level or equivalent.

Skills

• Have a clear and polite telephone manner.
• Bilingual languages with English mandatory.
• Effective communicator, both written and verbal.
• Work independently and as part of a team.
• IT literate including Microsoft Office (Word & Excel).
• Efficient in time management (manage call time).

Experience

• Understand and implement the principles of informed consent.
• Have an understanding of GDPR principles.
• Experience in call centre or customer-centric roles.
• Experience of working in a healthcare setting (desirable).

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and a disclosure check will be required to verify any criminal convictions.