Main area: Facilities
Grade: NHS AfC: Band 2
Contract: Permanent
Hours: Part time - 37.5 hours per week
Job ref: 216-AM-A6671734
Employer: University Hospitals Plymouth NHS Trust
Employer type: NHS
Site: Derriford Hospital
Town: Plymouth
Salary: £23,615 Per Annum Pro Rata
Salary period: Yearly
Closing: 26/11/2024 23:59
Customer Service Officer
NHS AfC: Band 2
Job overview
To support and provide effective and efficient customer service to all customers using the hospital facilities. Support the delivery of a high performing service team to deliver corporate aims, objectives and aspirations of the Directorate and the Trust. Delivering excellent customer care and undertake the role in line with the vision and values of the organisation and display integrity, fairness, exemplary personal behaviour and be a role model for other staff members.
Please note that applications from temporary workers who have been engaged with the Trust for a minimum of 3 months are welcome.
Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.
Main duties of the job
* Provide customer assistance regarding parking (eg pay stations, concession information etc)
* Answer intercom calls from motorists requiring assistance in car parks
* Validation of discounted parking
* Issue of discounted parking
* Issue of staff parking permits
* Taking payments from non-Trust staff/issuing monthly passes and long term public tickets
* Taking payments for parking charge notices if motorists wish to pay in person
* Monitoring car park queuing using the CCTV monitors
* Issue of hospital staff ID badges
* Answering telephone queries
* Answering general queries regarding the hospital
* To cover any duties of other colleagues in relation to the parking desk/permit system as required due to AL or absence
Working for our organisation
We are a people business – where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure.
PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY.
If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100.
We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams.
Detailed job description and main responsibilities
PRIMARY DUTIES & AREAS OF RESPONSIBILITY
* Provide customer assistance regarding parking (eg pay stations, concession information etc)
* Answer intercom calls from motorists requiring assistance in car parks
* Validation of discounted parking
* Issue of discounted parking
* Issue of staff parking permits
* Taking payments from non-Trust staff/issuing monthly passes and long term public tickets
* Taking payments for parking charge notices if motorists wish to pay in person
* Monitoring car park queuing using the CCTV monitors
* Issue of hospital staff ID badges
* Answering telephone queries
* Answering general queries regarding the hospital
General
* To cover any duties of other colleagues in relation to the parking desk/permit system as required due to AL or absence
Human Resources
* Be an effective member of the Directorate and an effective team member within the admin team, promoting a ‘can do’ attitude through a style of communication that is inclusive, open and participative.
* Support the delivery of change across the directorate by supporting innovation, flexible working and staff involvement, through effective communication, team briefing and liaison and building of relationships with staff at all levels.
* Ensure personal identifiable information is handled in line with Records Management policy and Data Protection Act.
Communications
* Participate in team communications
COMMUNICATIONS & WORKING RELATIONSHIPS
* All Trust staff
* All Directorate staff
* Members of the public
* Contractors / Service Engineers
All Job Holders are required to:
* Work to the Trust values - Put patients first, Take ownership, Respect others, Be positive, Listen, learn and improve.
* Adhere to Trust policies and procedures, e.g. Health and Safety at Work, Equal Opportunities etc.
* Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff development and training.
* Attend statutory, essential and mandatory training.
* Respect the confidentiality of all matters relating to their employment and other members of staff. All members of staff are required to comply with the requirements of the Data Protection Act 1998.
* Comply with the Corporate Governance structure in keeping with the principles and standards set out by the Trust.
* Comply with the codes of professional conduct set out by the professional body of which registration is required for the post.
* Ensure they are familiar with the Risk Management Framework, follow policies, procedures and safe systems of work, make known any hazards or risks that they identify and take all necessary actions to reduce risk.
* Ensure the welfare and safety of children within their care. This includes staff who come into contact with children and families in the course of their work as well as those staff who have a specific role with children and families.
* Ensure they attend Child Protection training at the appropriate level within the specified time frame.
* Staff must comply with Safeguarding Policies and Procedures in order to promote safeguarding and prevent abuse to vulnerable people using Trust services.
* Maintain the prevention and control of infection and fully comply with all current Trust Infection Control policies and procedures.
* Take responsibility for any records that they create or use in the course of their duties, in line with the Public Records Act and be aware that any records created by an employee of the NHS are public records and may be subject to both legal and professional obligations.
Note
This job description is neither definitive nor exhaustive and is not intended to be totally comprehensive. It may be reviewed in the light of changing circumstances following consultation with the post holder. This job description is to be read in conjunction with all current Plymouth Hospitals NHS Trust policies, procedures & guidelines.
Person specification
Qualifications
* NVQ Level 2 Business and Administration or equivalent demonstrable administrative experience
* High level of typing skills to RSA 11/111 standard
Knowledge and Experience
* Proficient in MS Office
* Demonstrable experience of dealing with members of public
* Demonstrable administrative experience in busy office environment
* Demonstrable experience in a large clinical setting
Aptitude and Abilities
* Ability to work on own initiative in a busy environment
* Good verbal and written communication skills
We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams.
It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Providing false information is an offence & could result in the application being rejected or summary dismissal/police action if an applicant is successful.
Please note that if you are successful in your application & accept the position you agree that the Staff Health and Wellbeing Department can access your health records from your current/previous employer in order to check the status of your inoculations & screening tests. This is an automated process & the information will only be used for these purposes prior to your taking up the position with us.
For Doctors Roles:
Unsolicited CVs and Candidate Profiles/Details
University Hospitals Plymouth has a commitment to sourcing candidates directly and as such we do not accept speculative CVs from agencies.
We do, however, work with a defined list of preferred HTE Framework suppliers who may be invited to support us in sourcing candidates for particular roles.
In line with our preferred supplier list, we only pay agency fees where we have a signed agreement in place and an agency has been instructed by a member of the Trust’s Medical Workforce team.
We do not pay agency fees where speculative and unsolicited CVs are submitted to the Trust or Trust employees by any other means than the official route above. Where this is not observed the Trust reserves the right to contact these candidates directly and initiate discussions without payment of any agency fee.
Any candidate details (whether written or spoken) or CVs that are referred directly will not constitute an introduction. The Trust will under no circumstances be responsible for any recruitment fees in relation to these contacts.
Submission of any unsolicited CVs, candidate’s details and/or proposals to the Trust will not be considered further and will be deemed evidence of full and unlimited acceptance of this Agency Protocol.
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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