Site Hertford County Hospital Town Hertford Salary £24,071 - £25,674 per annum pro rata + 5% HCA Salary period Yearly Closing 06/03/2025 23:59
Here at East and North Hertfordshire NHS Trust,
Our mission is:
Providing high-quality, compassionate care for our communities
Our vision to 2030 is:
To be trusted to provide consistently outstanding care and exemplary service
Job overview
We are recruiting for a Customer Service Administrator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
You will be working in a team of customer service administrators that provide an excellent standard of customer care and administrative duties to enable the delivery of high-quality occupational health and wellbeing services.
The role includes reception and call handler duties, maintaining accurate confidential health records, arranging appointments, general administrative tasks, and participating in the promotion of workplace wellbeing. You will be expected to travel across sites on a rota basis, which includes Hertford County, Lister, and remote working.
Our Values are Include, Respect, and Improve. It is important that you understand and refer to our values during your recruitment process and beyond!
Main duties of the job
1. Provide a helpful service as the first point of contact for employees, managers, colleagues, and potential new customers, signposting people to other team members, clinicians, or alternative services if appropriate.
2. Communicate clearly, calmly, and politely to a range of employees and employers in the clinic reception, at wellbeing events, and on the telephone.
3. Maintain confidential occupational health records using an electronic record keeping system, inputting and accessing records accurately in accordance with standard procedures.
4. Monitor email enquiries from several email accounts, providing timely responses and correctly identifying when to forward enquiries to other team members, clinicians, or services as appropriate.
5. Participate in the promotion and delivery of wellbeing events and the annual flu campaign, including participating in the development of posters, leaflets, and intranet pages.
6. Assist in the local induction, training, and support of new employees in the Health at Work team.
Please note full and part-time opportunities will be considered.
Working for our organisation
At East and North Hertfordshire NHS Trust, we are proud of the range of general & specialist services we provide. Our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.
We run the following hospitals:
* The Lister Hospital, Stevenage
* New Queen Elizabeth II (New QEII), Welwyn Garden City
* Hertford County, Hertford
We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.
We understand that finding and starting a new job is an important life decision. If you need reasonable adjustments for a disability or a life event, such as menopause, so that we can consider your application fairly & to get the best out of you during the selection process, please let us know.
We are committed to a positive work-life balance for our employees. Employees are entitled to seek to work flexible working patterns, and we are committed to listening and considering all requests. Such requests, of course, have to be made & considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.
Detailed job description and main responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.
Person specification
Experience
* Communicating clearly and effectively
* Answering telephone calls with care and efficiency
* Accurately inputting and accessing information electronically
* Working in an Occupational Health setting
* Meeting deadlines and targets
Education
* Educated to GCS level or equivalent
* Evidence of continued development
Skills
* Providing a high standard of customer care
* Communicating politely, sensitively, and professionally
* Able to work efficiently and calmly in a busy environment
* Good time management skills, organised and self-motivated
* Use of Cority, occupational health records system
Knowledge
* The importance of maintaining confidentiality
* Use of Microsoft Word, Excel, and Outlook
* An understanding of workplace wellbeing issues
Our values
We want our staff to believe in, demonstrate, and live our values in everything we do.
Include
We value the diversity and experience of our community colleagues and partners, creating relationships and climates that provide an opportunity to share, collaborate, and grow together.
Respect
We create a safe environment where we are curious about the lived experience of others, seek out best practices, and are open to listening and hearing new ideas.
Improve
We are committed to consistently delivering excellent services and continuously looking to improve through a creative workforce that feels empowered to act in service of our shared purpose.
Committed to our Community
East and North Hertfordshire NHS Trust is committed to equality, diversity, and inclusion for all job applicants, staff, patients, and the wider community. We want to create a workforce that represents the communities we serve. We are on a journey to become a more inclusive organisation and we welcome applications from everyone regardless of their background. In particular, we encourage applications from candidates with disabilities and candidates from Black, Asian, and Minority ethnic (BAME) backgrounds who are currently under-represented in various parts of our workforce.
We understand the importance of balancing work and home life. We are committed to supporting flexible working for our staff wherever possible, and all our employees are given the opportunity to discuss potential for flexible working.
We are proud to be a Disability Confident employer and achieved our status in 2019.
We will remove barriers that prospective candidates might face at any stage of our recruitment process. If you have a disability and would like the advert in an alternative format, or would like to talk about how we can adjust the interview process to best support you, please contact us by emailing resourcing.enh-tr@nhs.net.
We are also proud to support our UK armed forces by supporting Reservists, Cadet Instructors, Veterans, and military spouses/partners into employment and offering supportive policies that value their contribution to the community and to our Trust.
When you apply...
Please note that vacancies may close prior to the advertised closing date in certain circumstances. Please ensure that you make your application as soon as possible.
All correspondence relating to vacancies will be via the e-mail address you have provided on your application form. Some servers automatically send e-mails to your junk mail, so please check as well as your inbox.
As a publicly funded employer, we need to ensure we utilise our funds responsibly. This may mean we are unable to support sponsorship required to gain the right to work for particular positions. We strongly advise you to contact the line manager or a member of the Resourcing Team before applying to confirm if we will be able to support with sponsorship for that post.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020, and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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