Ashford & St. Peter's Hospitals NHS Foundation Trust
We are currently looking for a Customer Services Advisor to join our Customer Services Team based at St. Peter's Hospital.
The post is to provide a 24/7 Switchboard Service via an 8-week rota pattern, rostered hours are not negotiable. The job requires someone who is able to work days, nights, weekends, and bank holidays. There is also an element of lone working on the night shift once full training has been completed. Additionally, you will be an active member of the Estates and Facilities Helpdesk and provide administrative support to the senior management team.
Switchboard is often the first contact for patients, visitors, GPs, companies, and contractors who contact the Trust, making good communication skills essential for this role.
Main duties of the job
To work as part of a team of Customer Service Advisors on a busy switchboard, providing a quality response service to Trust employees, members of the general public, and other health organisations. This includes:
* Providing a Centralised Switchboard Service to both Ashford & St Peter's Hospitals.
* Ensuring adherence to Service Level Agreements negotiated by the Telecommunications Manager.
* Receiving external and internal telephone calls and routing them appropriately.
* Monitoring the progress of calls and responding to paging requests.
* Maintaining accurate records including fault reporting and emergency calls.
* Liaising with the Telecommunications Manager and third-party contractors.
* Responding to emergency calls and alarms as per established procedures.
* Participating as a member of the Trust's Major Incident Team.
Person Specification
Qualifications
* GCSES GRADES A-C IN CORE SUBJECTS
* IT QUALIFICATIONS
Knowledge
* SWITCHBOARD OR CALL CENTRE KNOWLEDGE
* KNOWLEDGE OF HELPDESKS
Experience
* CUSTOMER FOCUSED EXPERIENCE
* NHS EXPERIENCE
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.
Employer name
Ashford & St. Peter's Hospitals NHS Foundation Trust
£25,329 to £26,958 a year, including HCAS, plus enhancements for nights and weekend working.
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