Digital Customer Service
Job Description
Job summary
The opportunity has arisen for Digital Customer Support representative to work within the IT Department, supporting users from across the Trust. Excellent customer service and inter-personal skills are required.
You will be part of the Digital Support Desk team, on the front line of the IT department answering phone calls from users and logged requests via our IT Self Service portal. Assisting in the provision, maintenance and development of a comprehensive IT service portfolio under the guidance of the Digital Support workstream in order to support departmental objectives. Alongside the other main responsibility of overseeing the procurement function of all things related to IT with the other Digital Customer Support post holders.
The post holder will be based at either our flagship corporate site Estuary Point, Speke, Liverpool or Broughton, Preston and will be responsible for supporting those delivering IT systems & services across the Trust as well as being the main point of contact for our users who have IT related incidents and queries. Managing your workload via our ITSM tool in line with KPI's and targets for individuals and contributing to the whole team performance.
Main duties of the job
Key areas of responsibility will include:To provide excellent standards of customer services at all times to users across North West Ambulance Service NHS Trust.To operate the Trusts Digital Support Desk, dealing with user reported requests and incidents and classifying them to the appropriate team as appropriate.Digital Support Desk is the first point of contact for over 9,000 customers that may experience problems or have queries relating to systems that support the delivery of patient care.To classify, investigate, diagnose and, where possible resolve, at the first point of contact, IT incidents reported to the Digital Support Desk.Oversee user management processes for starters/leavers/modifications and ensure accurate reporting is available.Oversee all aspects of ICT procurement & supplier management within the ICT Service Management Tool.You will be comfortable working under your own initiative, have excellent organisational skills and a flexible approach to work. Excellent verbal and written communication skills are essential for this post together with the ability to work to tight deadlines.The successful candidates should have a good standard of education and sufficient relevant experience.
About us
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Job responsibilities
Please ensure you have read the full Job Description and Person Specification before applying for this role.
Person Specification
Skills
Essential
- Ability to maintain confidentiality and deal with situations in a sensitive manner
- Able to communicate across wide demographic boundaries in an appropriate manner
- Respects and applies patient confidentiality at all times.
- Able to operate all equipment safely and in accordance with Trust policy, procedures and protocols
- Good understanding of the need for and value of systems and procedures and how to implement these effectively in a high-pressure environment while maintaining an effective overview of potential technical risks before they become issues
- Develops and communicates a clear sense of direction keeping business focus in mind. Makes recommendations for the sake of the business not for the sake of new technologies.
- Builds relationships and trust with 'customers', colleagues and suppliers in order to ensure quality services are delivered and maintained
Qualifications
Essential
- Educated to "A" level in relevant area or equivalent industrial based qualifications such as MCP or equivalent appropriate customer service / digital supporting role.
- Proven practical experience of delivering excellent customer focused support services both remotely & in person.
- Experience of working with third parties, including outsource providers, to deliver quality IT services.
- Working knowledge of procurement systems for raising orders
- Working knowledge of Active Directory / AD Premium.
Experience
Essential
- Windows 10 client
- Active Directory / AD Premium including desktop deployment
- MS Office 365
- Microsoft Endpoint
- Producing meaningful reports
- Understanding of KPI's and metrics
- Proven practical experience of delivering customer service role.
- Experience of working with third parties, including outsource.
Values & Behaviours
Essential
- Flexible and highly motivated
- Project a professional image
- Prioritises work of self.
- Plans ahead for short and medium term.
- Monitors own performance against key performance indicators.
- Handles issues simultaneously.
- Works hard and achieves personal targets.
- Focuses on the task and is not deterred by minor setbacks.
- Looks for opportunities for self- development wherever possible.
- Not deterred even by apparently serious difficulties.
- Applies new concepts where solutions do not already exist
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.
Employer details
Employer name
North West Ambulance Service NHS Trust
Address
30 Quality IMT Team
Trustwide
BL1 5DD
