NHSJobs.com

Swydd ddisgrifiad a phrif gyfrifoldebau manwl

In this role you are accountable for: 

1. Participate in the receipt of documents, assigning work to the correct work streams, analysing for discrepancies or issues that may then require direct contact with the customer/supplier, ensuring deadlines are met for mailing schedules or other processes.
2. Prepare documents to an adequate standard for mailing, making all relevant checks and taking appropriate corrective action where discrepancies are found.
3. Through the accurate use of complex technical equipment - Print, collate and mail a range of documents across a variety of different services and workstreams as workloads dictate, adhering to the specific policies and procedures for those services to ensure documents are processed efficiently and accurately.
4. Prepare documents to the necessary standards and complete all necessary documentation for mailing to customers/stakeholders. Ensure appropriate methods are used, with all policies and procedures associated adhered to.
5. Using own initiative, allocates work within the team to ensure that the initiation, running and monitoring of work meets Service Level Agreements or given deadlines. Carry out routine maintenance of machinery. Runs, diagnostics and corrects faults, reports faults to equipment advice centres when necessary, or internal help desks as appropriate and take corrective action where required
6. Phone contact and email support required with stakeholders, internal and external customers, and suppliers. These may include, but not be limited to, print file requirements, service level agreements, stock, and maintenance issues etc. Face to face and virtual meetings may be required. Supervising and carrying out general office duties such as stock ordering, liaison with suppliers and colleagues.  Monitors the use of stationery, other paper products and consumables within agreed stock levels.
7. Ability to comprehend and interpret policies and procedures across a range of work areas. Make decisions in line with current NHSBSA, DH&SC, PHE policies and appropriate processing rules.
8. Working on relevant computer system applications, accurately inputting, updating, and amending information, including where appropriate customer details, according to set procedures to ensure that the enquiries are handled appropriately and actioned fully.
9. Using own knowledge and guidance to make appropriate decisions in line with current policies and regulations.
10. Ability to show genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution.
11. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection, ISO Accreditation etc.
12. Working collaboratively to identify improvement across a range of business functions.
13. Providing a flexible service to all NHSBSA customers with an emphasis on customer satisfaction.
14. Manages own workload and operates all services in line with Service Level Agreements, internal agreements and policies, technical instructions, and procedures and within agreed time scales.
15. Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA.
16. Identify and communicate any non-routine technical or system issues to appropriate people.
17. Where required, may be requested to train, coach and mentor new or established staff to the duties of the role.
18. Where required, process quality standard sampling checks and provide feedback to managers and colleagues.
19. Participate in, and contribute to, the ORO+ process. Take ownership and responsibility for your personal development.
20. Demonstrate an appreciation of Quality by complying with all Quality Systems, identifying, and recommending opportunities to improve working practices.
21. Responsible for the security of documents, information and equipment under their control and undertakes all duties in line with GDPR regulations.

In addition to the above accountabilities, as post holder you are expected to

1. Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.
2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.
3. Encourage an environment where your own and colleagues’ safety and well-being is promoted.
4. Contribute to a culture which values diversity and inclusion.
5. Follow NHSBSA policies, procedures, and protocols as they apply to your role.