Portering and Transport Helpdesk Operator
City Hospitals Independent Commercial Enterprises Ltd (CHoICE)
CHoICE Facilities Services are seeking a passionate, hardworking and reliable individual to join our team and fulfil the role of Portering Helpdesk Operator. The role of a Portering Helpdesk Operator is an exciting opportunity for people who are motivated, flexible, task-focused, and who have excellent communication skills. We encourage and support our employees to progress within CHoICE and offer full training on the job.
If you are ambitious, caring, a team player, and strive to deliver high standards of service, we would like to hear from YOU!
As a Portering Helpdesk Operator, you would be responsible for assisting in the efficient and effective provision of Portering Services to staff, patients, and visitors.
Main duties of the job
The post holder, after training, would be the point of contact for wards and departments to request portering tasks. You will receive calls from the wards and departments, create a task on the portering software system, and allocate it in priority to the portering teams via their hand-held radios.
You will be reporting to and supporting the portering and security supervisors and managers in the daily coordination of service demand. A typical day may involve:
* Offering advice and assistance to customers where appropriate.
* Receiving portering requests and imputing data onto the computer system.
* Dealing initially with complaints or concerns from customers and referring these to supervisors or Department Managers as appropriate.
* Dealing with queries and challenges from the portering team.
The successful applicant will be able to work on their own and within a team. You should be self-motivated, flexible, and helpful, and have experience of dealing with people face to face and over the telephone. The successful candidate will be fully flexible to work shifts covering 08:00 hours to 20:00 hours, 7 days per week.
Portering Services are in operation across multiple NHS sites. The primary base of work would be Sunderland Royal Hospital, and the successful candidate may, on occasion, be asked to cover other sites if the service requires. Candidates will require a UK driving licence for this post.
Job responsibilities
The post holder will work as a member of the portering team, within Operational Support, working predominantly on the portering and transport helpdesk, but could on occasions require carrying out portering/driving duties. The post holder will be:
* A point of contact for wards/departments responding to internal and external calls for portering/transport helpdesk.
* Prioritising tasks and allocating them to porters/drivers within service level agreement targets.
* Demonstrating a polite, courteous, and helpful manner.
* Contributing to the ongoing development and delivery of the portering/transport services.
* Assisting in the provision of efficient and effective Portering/transport services to staff, patients, and visitors.
* Reporting to and supporting the portering and security supervisors in the daily coordination of service demand.
* There will be a requirement for keyboard skills.
* To undertake a rotary shift pattern covering 08:00 hours to 20:00 hours, 7 days per week.
Person Specification
Skills and Knowledge
* Ability to communicate effectively with patients, staff, and visitors.
* Basic IT Skills.
* Flexible approach to tasks and hours of work, including weekends, shift patterns, and public holidays.
Experience
* Experience working with the general public.
* Experience operating IT software systems.
* Experience working in a busy environment.
* Experience in customer relations type environments.
* Experience working in a hospital environment.
Qualifications
* Basic Numeracy and Literacy education.
* Knowledge of helpdesk software systems.
* Knowledge of portering services.
* UK driving licence.
* Literacy Level 2 (equivalent to GCSE Grade C).
* Numeracy Level 2 (equivalent to GCSE Grade C).
Physical Skills
* Ability to work within a busy and demanding, fast-paced environment.
* Ability to work independently but seek advice when necessary.
* Able to undertake varied manual tasks.
Employer name
City Hospitals Independent Commercial Enterprises Ltd (CHoICE)
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