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My CUH Story - Hannah Edgeley

Hannah is a member of our Contact Centre - one of the first people our patients might meet at our hospitals. Hannah is a member of our capital, estates and facilities management team who play a critical role across our hospitals.

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Hannah Edgeley, contact centre agent

Hi, I'm Hannah. I work as part of the Contact Centre. We are responsible for taking internal, external, GP and hospital telephone calls, helping to transfer them through to the right place.

We put out the emergency calls, fire calls and major incidents calls to the hospital. We cover receptions; the Contact Centre reception, Main entrance and the Addenbrooke's Treatment Centre receptions where we direct patients, staff and relatives to locations within the hospital.

We book facilities help desk jobs when repairs are required, helping staff across our hospitals.

What do you enjoy most about your role?

I enjoy being able to help people and this role is perfect as I get to do this in person but also over the phone. I have a very good relationship with my colleagues and definitely work well as a team. I have enjoyed learning all the aspects of my role my favourite part is main reception as I love to be the first person to greet patients, relatives, and staff with a smile.

My favourite part is main reception as I love to be the first person to greet patients, relatives, and staff with a smile.

Tell us a bit about your CUH journey

I started my CUH journey in 2013 deciding to apply for the contact centre apprenticeship as I wanted to give back to the hospital for all they had done for me since I was a baby. Without the hospital I wouldn’t be Hannah.

Luckily I got the apprentice role and absolutely loved it. The qualification I completed was Customer Service level 2 and this finished in 2014. I was then asked if I wanted to stay on staff bank as a contact centre agent which I gladly accepted and have been with the contact centre ever since. I have some health complications, but my managers have always been so supportive, encouraging and enabling.

How do you feel your role benefits our patients?

I feel our role benefits patients a great deal as the information that we can provide can really help them, for example by phone if they are looking to speak to the clinic, or looking to ask after a relative, or just wanting some help in knowing who to contact. We are there.

Likewise for the receptions, we are there to help them in any which way we can if that is for directions, or ringing up to clinic to say they're running late, of even just to have a conversation to make them feel at ease.

I started my CUH journey in 2013 deciding to apply for the contact centre apprenticeship as I wanted to give back to the hospital for all they had done for me since I was a baby. Without the hospital I wouldn’t be Hannah.

What does a usual day look like?

It can be busy and varied and this also can depend where you are located and what time of day. We are a 24 hour service so no day is the same.

If I were to be in the contact centre I would be taking calls. The agents can take up 3,000 calls a day.

If stationed on receptions, most of my time would be greeting people, directing patients, staff, and other reception duties.