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, and 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. Therefore, the initial impression you give is crucial, and good communication skills are essential for this job role.
You will play a key role in enabling the Customer Services function to maintain and develop relationships with Service End Users by effectively handling enquiries on a wide range of service-related issues. Strong communication skills, problem-solving abilities, and awareness of the need for good customer care are required.
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, and provide a 'one-stop shop' Helpdesk Service for staff.
It is imperative to have a good understanding of the wide range of written procedures and practices of the Switchboard equipment and its operation to ensure the smooth and safe operation of the centralised Switchboard service.
Accurate record keeping, including fault reporting, emergency calls received and made, alarm activations, major incidents, and system failures.
To operate the Estates and Facilities Helpdesk, logging maintenance calls and entering Facilities Department data, ensuring good communication with all other Trust Departments.
The post involves considerable liaison with other members of staff and the general public. Therefore, it is essential to adopt a courteous, friendly, and professional manner at all times.
Job responsibilities
* To provide a Centralised Switchboard Service to both Ashford & St Peter's Hospitals.
* To ensure that Service Level Agreements negotiated by the Telecommunications Manager with other health and non-health organisations for the delivery of Switchboard, Alarm monitoring, and other operational duties are adhered to.
* Receive external telephone calls and route them to the correct hospital extension, department, or individual.
* Monitor the progress of calls and route them elsewhere if the extension is engaged or not responding.
* Respond immediately to requests for emergency paging and provide precise details of the emergency request to the end user.
* Maintain accurate records, including fault reporting and emergency calls received and made.
* Liaise with the Telecommunications Manager and third-party contractors regarding fault reporting and rectification.
* Respond to medical, surgical, security, and fire emergency calls via the Trust's Emergency extension 2222.
* Co-ordinate and respond to security alerts and requests in collaboration with Security Officers & CCTV Coordinator.
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 a submission for Disclosure to the Disclosure and Barring Service will be necessary 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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