# Contact Centre Manager > NHS job listing from Job Clerk for Cambridge University Hospitals NHS Foundation Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/contact-centre-manager/9b7c8a57-704b-4cb2-ac72-f052de012a92 - **Markdown:** https://www.jobclerk.com/job/contact-centre-manager/9b7c8a57-704b-4cb2-ac72-f052de012a92.md ## Summary - **Status:** Live - **Employer:** Cambridge University Hospitals NHS Foundation Trust - **Location:** Addenbrooke's Hospital - **Workplace type:** onsite - **Profession:** Manager - **Grade:** Band 7 - **Salary:** £49,387 - £56,515 p.a. pro rata *subject to Agenda for Change panel - **Contract type:** 12 months (Fixed term) - **Employment type:** Full time, Part time, Flexible working, 37.5 hours per week (Full Time or Part Time / Flexible working hours may be considered.) - **Closing date:** 2026-10-11T22:59:00.000Z - **Posted:** 2026-09-29T07:20:51.953Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Cambridgeshire/Cambridge/Cambridge_University_Hospitals_NHS_Foundation_Trust/Division_Corporate_Contact_Centre/Division_Corporate_Contact_Centre-v8316792 - **Application URL:** https://apps.trac.jobs/job-advert/8316792?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.cuh.nhs.uk ## Job Content ### 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. ## Person Specification ### Skills **Essential** - - Able to work on own initiative or under direction as appropriate - - Confidentiality and discretion - - Negotiation and influencing skills - - Ability to prioritise own workload - - Ability to analyse complex information and present options - - Organisational ability - - Ability to establish effective relationships at all levels of the organisation - - Motivated and able to work autonomously or in a team - - Excellent written and verbal communication skills - - Adaptable and resourceful, able to work under pressure - - Strong interpersonal skills and a good team player **Desirable** - - Project management skills and experience ### Knowledge **Essential** - - Able to understand the complexities of the role - - multi-task - - Sound knowledge of the contact centre requirements of an NHS organisation and associated service provision - - Analysis of complex statistical information - - Understanding of the potential benefits of a contact centre to users of the NHS **Desirable** - - Understanding of NHS plan and its aims - - Knowledge of voice networks - - Understanding of best practice in the development and implementation of human resources policies and procedures as relevant - - Understanding of project management methodology and toolkits ### Experience **Essential** - - Relevant experience in managing multi-channel Contact Centre in a large acute hospital - - Experience of managing a large, multi-disciplinary team - - Significant experience of managing change within a large organisation - - Implementing contact centre systems and processes - - Production of management information and performance reports - - Performance management - - Line management, training and development of staff **Desirable** - - Relevant experience in managing a 24/7 contact centre - - IT network management - - Working in public the sector - - Managing telephony switches and associated contact centre systems - - Workforce planning and delivery to SLAs - - Previous NHS experience ### Qualifications **Essential** - - Degree level or equivalent - - Contact Centre Management Qualifications **Desirable** - - Certificate in management - - Project Management qualification - - Willingness to undertake professional development ### Additional Requirements **Essential** - - Must be self-motivated and proactive - - The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent. - - Ability to assist personal development of team members through training and business / departmental need ## Documents - [applicant information pack (pdf, 304.4kb)](https://www.healthjobsuk.com/documents?vdoc=10650754) - [completing your application - information for applicants (pdf, 222.9kb)](https://www.healthjobsuk.com/documents?vdoc=10650753) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.