Cheryl Jackson is a contact centre agent here at CUH. As part of Disability History Month, 16 November - 16 December 2023, Cheryl shared with us more about working at CUH and being part of our staff Purple Network, as well as her hobbies.
What is your name and your role at CUH?
Hi, my name is Cheryl Jackson and I work in the Addenbrooke's contact centre as a contact centre agent.
What do you enjoy most about your role?
I love the interaction with patients as well as other hospitals and staff. It is also a varied job, as one day I could be on main reception, another in the Addenbrooke's treatment centre reception, or the emergency response desk or in the contact centre itself. A lot of people do not realise everything that we do, for example booking facilities jobs and taxis as well as taking calls on the switch board.
When did you join CUH?
I joined CUH i September 2015.
What positions have you held here?
I worked at Public Health England before joining CUH in the contact centre in 2015.
Why do you like working at CUH?
There are good transport links from where I live in North Cambridgeshire using the guided busway.
I also enjoy my job as I feel that I am helping people whether that be patients or staff.
What does a usual day look like for you?
I am ready to start my shift at 7am and relieve the night shift team. If I am just on normal desk, I am taking phone calls from patients, staff, consultants and other hospitals. We also take the calls when staff want to book taxis on account and also the facility helpdesk bookings. If I am on main reception duty, either in the main hospital or the ATC, I interact face-to-face with patients and staff and also take phone calls.
Tell us about a case study/experience at CUH that really stands out to you.
I had a very upset lady on the phone who was trying to get through to a department to get some information. She had called a few times but had not got anywhere. After a few attempts of trying to get through, I found someone for her to speak to. I received a call a few minutes later,
she was calling to thank me and let me know how much she a appreciated my help.
How do you feel your role benefits our patients?
We are the first point of contact for patients whether it be on the phone or in person. Our role benefits the patients by ensuring that they are being listened to and trying to resolve any issue they have by connecting them through to the right person by phone or by directing them to their clinic. A lot of the time, the patients are distressed or upset so it is us that try to help them as quickly and smoothly as possible.
Are you a member of one of our staff networks? If yes, and you are happy to share, why did you become a member of the network?
Yes I am a member of the purple network. I joined the network because I wanted to help people understand more about disability and how it affects every part of your daily life, not just with the disability but also mentally.
I feel it is important for colleagues as well as managers that disabilities are discussed and understood.
How has being a member of the network helped you?
Knowing that I have people there that I can turn to if I need to.
Do you have any talents or hobbies you would like to tell us about?
I have a big passion for sewing. I do not have any children myself so I make items for my colleagues, their children, grandchildren etc. Anything from Christmas bears, stockings to bunting with names on.
Tell us something interesting about yourself.
I waved Prince Charles and Princess Diana off on the Royal Britannia in Gibraltar at the start of their honeymoon.
I starred on BBC Panorama serving John Major wine when he opened the new library at Huntingdonshire College.