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Job requirements
Essential
28 listedRequirements the employer expects applicants to meet.
- Skills
Able to work on own initiative or under direction as appropriate
- Skills
Confidentiality and discretion
- Skills
Negotiation and influencing skills
- Skills
Ability to prioritise own workload
- Skills
Ability to analyse complex information and present options
- Skills
Organisational ability
- Skills
Ability to establish effective relationships at all levels of the organisation
- Skills
Motivated and able to work autonomously or in a team
- Skills
Excellent written and verbal communication skills
- Skills
Adaptable and resourceful, able to work under pressure
- Skills
Strong interpersonal skills and a good team player
- Knowledge
Able to understand the complexities of the role
- Knowledge
multi-task
- Knowledge
Sound knowledge of the contact centre requirements of an NHS organisation and associated service provision
- Knowledge
Analysis of complex statistical information
- Knowledge
Understanding of the potential benefits of a contact centre to users of the NHS
- Experience
Relevant experience in managing multi-channel Contact Centre in a large acute hospital
- Experience
Experience of managing a large, multi-disciplinary team
- Experience
Significant experience of managing change within a large organisation
- Experience
Implementing contact centre systems and processes
- Experience
Production of management information and performance reports
- Experience
Performance management
- Experience
Line management, training and development of staff
- Qualifications
Degree level or equivalent
- Qualifications
Contact Centre Management Qualifications
- Additional Requirements
Must be self-motivated and proactive
- Additional Requirements
The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.
- Additional Requirements
Ability to assist personal development of team members through training and business / departmental need
Desirable
14 listedAdditional qualities the employer would prefer.
- Skills
Project management skills and experience
- Knowledge
Understanding of NHS plan and its aims
- Knowledge
Knowledge of voice networks
- Knowledge
Understanding of best practice in the development and implementation of human resources policies and procedures as relevant
- Knowledge
Understanding of project management methodology and toolkits
- Experience
Relevant experience in managing a 24/7 contact centre
- Experience
IT network management
- Experience
Working in public the sector
- Experience
Managing telephony switches and associated contact centre systems
- Experience
Workforce planning and delivery to SLAs
- Experience
Previous NHS experience
- Qualifications
Certificate in management
- Qualifications
Project Management qualification
- Qualifications
Willingness to undertake professional development
Job overview
Our Contact Centre and reception services provide an essential 24/7 point of contact for patients, colleagues, visitors and the public, including the handling of emergency calls. As Contact Centre Manager, you will lead these services and the teams that deliver them, ensuring they remain responsive, reliable and focused on excellent customer service.
This is an opportunity to guide a well-established team with a strong, positive culture. You will create an environment where colleagues feel supported to develop, share learning openly and use lessons from experience to improve the service. The role works closely with a wide variety of teams and professional groups across the Trust, making sound operational decisions and building effective relationships to support the needs of our hospitals.
Main duties of the job
You will oversee the day-to-day delivery of the Contact Centre and reception services, lead and develop a large team, and manage performance against service standards and SLAs. You will use demand and performance data to plan resources, forecast staffing requirements and identify opportunities to improve processes and service delivery.
A key part of the role is maintaining a strong, positive team culture through visible leadership, clear expectations, coaching and open learning. You will work with a wide variety of teams and professional groups across the Trust, respond effectively to operational issues and lead change in a complex service.
We are looking for an experienced operational leader with a strong background in contact centre delivery and people management. You will bring sound judgement, strong analytical, communication and relationship-building skills, and a collaborative, practical approach to solving problems and improving services.
Detailed job description and main responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close at midnight on 11th October 2026.
Interviews are due to be held on 27th October 2026.
All appointments with a start date on or after 1 October 2026 will be subject to a 12-week probationary period. This provides a structured and supportive period to help you settle into your role, with regular reviews and feedback.
Right to Work
As there is a 12-week probationary period, successful candidates are expected to have the Right to Work for a period of at least 6 months from the proposed start date. Immigration and Right to Work status will be discussed with successful candidates at conditional offer. CUH will not offer sponsorship to candidates that have applied for a fee waiver.
Benefits to you
At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only café, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.
We welcome applications from the Armed Forces.
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Applying for this NHS job
This advert is for Contact Centre Manager with Cambridge University Hospitals NHS Foundation Trust in Cambridge, England. It is listed as a Band 7 Manager role. The advertised salary is £49,387 - £56,515 p.a. pro rata *subject to Agenda for Change panel. The contract type is 12 months (Fixed term). The application deadline is 11 Oct 2026.
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