Customer Service Advisor
Job Description
Job summary
Customer Service Advisor based at the Leicester Royal Infirmary Hospital to effectively operate a 24/7 customer focused and responsive helpdesk. Successful candidates must be able to work a variation of shift patterns which include 0700-1500, 0800-1600 - 1000-1800, 1100-1900, 1400-2200 and 2200-0600 hours.
Main duties of the job
To manage the allocation of service requests and helpdesk queries to in-house staff and contractors, ensuring all relevant information is captured and processed accordingly.Carry out stringent documented procedures in the event of an emergency situation.At all times providing a polite and courteous telephone manner when receiving and re-directing calls.
About us
Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).
We have four primary goals:
- high-quality care for all,
- being a great place to work,
- partnerships for impact, and
- research and education excellence
And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.
Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:
- we are compassionate,
- we are proud,
- we are inclusive, and
- we are one team
This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.
About the University Hospitals of Leicester NHS Trust:
http://www.leicestershospitals.nhs.uk/aboutus/work-for-us/current-vacancies/
Job responsibilities
- To be a point of telephone contact for Trust staff, for assistance and queries.
- Be competent in the use of a PC and also knowledge soft wear with good key skills.
- To answer input and allocate service requests (maintenance and domestic) accurately and in a timely manner direct the appropriate personnel to undertake the tasks.
- To liaise with employees, supervisors/managers and contractors to ensure work (both reactive and planned) is completed in compliance within set time frames or as required.
- To communicate and update on the progress of requests.
- To monitor all Helpdesk service requests and takes appropriate action to prevent non-compliant incidents in line with policies and procedures.
- Ensure that all helpdesk and maintenance records are maintained and available for inspection. Fully maintain and update records and files for all Statutory and Planned Maintenance, including sub-contractor and insurance reports. To bring any shortfalls to the attention of the Estates Manager.
- Responsible for the jeopardy management of the Planet Management System to achieve the efficient work allocation and execution of task delivered to the client. To report system and equipment faults to the appropriate personnel.
- Provide excellent customer service (internal and external), escalating service issues to the relevant manager where appropriate
- Demonstrate a clear understanding of The operational objectives
- Help ensure the requirements of a 24/7 helpdesk service are met by being flexible with shifts, providing cover out of hours as required.
- Undertake any other reasonable tasks, within training and ability, as deemed necessary by the Customer Service Centre Manager and Customer Service Centre Team Leader.
- You will be expected to offer support and advice to new starters during their training and induction period. Awareness of the business continuity plan for the part of the business you work in.
- Good listening skills.
- To maintain at all times a high standard of personal hygiene and presentation portraying a smart appearance in compliance with Trust uniform policy.
- To observe confidentiality of patients and employing trusts business at all times.
- To work as part of a team to deliver service continuity at all times.
- To comply with Health and Safety policy and procedures and to ensure a safe environment for employees, visitors, patients and contract
- Carry out any other duties as may be reasonably requested.
Person Specification
Training & Qualifications
Essential
- Must have GCSE Maths & English
Commitment to Trust Values and Behaviours
Essential
- Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours
Experience
Essential
- Experience of working within a Switchboard or customer focused environment.
- Experience of dealing with difficult situations and able to deal calmly with emergency situations
Desirable
- Previous experience of healthcare or large complex organisation
- Keyboard skills RSA Level 1
Communication and relationships
Essential
- Effective communication skills at all levels where there may be barriers to understanding. Positively promote the image of the Trust
Equality, Diversity and Inclusion
Essential
- Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
Desirable
- All staff are expected to engage in compassionate and inclusive leadership in the provision of high quality care and interactions with others
Planning and organisation skills
Essential
- Able to work in a busy environment which will involve sitting for long periods
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
University Hospitals of Leicester NHS Trust
Address
Leicester Royal Infirmary
Infirmary Square
Leciester
LE1 5WW
United Kingdom
Employer's website
https://www.jobsatleicestershospitals.nhs.uk/ (Opens in a new tab)
