Job summary
Employer heading
Customer Services Representative
NHS AfC: Band 2
We are one of the largest NHS organisation in England. Our scale provides exciting opportunities for development, innovation, research, education and training.
Talk to us about our range of flexible working opportunities, apprenticeships and staff benefits
Equality Diversity and Inclusion (EDI) is at the heart of all we do; and it forms part of the ESNEFT’s core activities. The Trust operates and relies on everyone treating each other with dignity and respect, to receive equitable and fair treatment in the implementation of Policies, Procedures and in its Practices, to foster positive work relationships, and finally to act with integrity as a professional within ESNEFT as well as a representative of the NHS as a whole. The EDI Agenda reflects the Trust values such as Optimistic, Appreciative and Kind. In line with the NHS Long Term Plan, People Plan, People Promise and a Model Employer intrinsic in the Equality Diversity and Inclusion Agenda, we consistently strive to improve, to take the learning into Action for a better ESNEFT.
If you are passionate about patient care and want to develop your skills and knowledge then we are keen to hear from you.
Job overview
We are currently looking to recruit for the following position within our Facilities Help Desk team at Colchester Hospital
Customer Service Representative - 37.5 hours per week
In this role you will be required to provide a customer focused Helpdesk Service efficiently recording and allocating tasks.
The service runs on a 24/7 - 365 day basis and you will be required to work rotational shifts. This includes earlies, day shifts, late shifts, twilight shifts, weekends & bank holidays.
Main duties of the job
Duties will include:
- Taking & logging calls for all soft and hard services which include, Portering, Housekeeping, Catering, Transport, Estates, Pest Control, Security & Car Parking
- Responding to email requests
- Completion of tasks
- General Administration Duties
You must have:
- Good verbal and written communication skills
- Good IT skills (Microsoft Office)
- Excellent attention to detail
- A customer-orientated approach
- The ability to manage competing priorities
You should have the ability to work under your own initiative as well as part of a small team, supporting other Team Members, Facilities Co-Ordinators and Managers.
Working for our organisation
We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients’ own homes.
We are the largest NHS organisation in East Anglia, employing more than 12,000 staff.
We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.
Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.
We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what’s widely regarded as the world’s best EPR system to ESNEFT, transforming life in hospital for staff and patients.
If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.
Find out about living and working here - www.youtube.com/watch?v=GkPu7HphU8A
Detailed job description and main responsibilities
For full details of the responsibilities and duties of this role please see the attached job description.
Person specification
Qualifications
Essential criteria
- A good general education
Desirable criteria
- O Level/GCSE qualifications including Maths/English
- Customer Services training
- NVQ in Customer Service
Experience
Essential criteria
- Experience of working in a customer focused environment
Desirable criteria
- Previous work in an NHS/Healthcare environment
Knowledge
Essential criteria
- The ability to work as a part of a team and to collaborate and build relationships with peers and client representatives
- Experience of teamwork
- Ability to prioritise and meet deadlines
- Understanding of a Customer Services environment
Desirable criteria
- Understanding Customer Services within a hospital environment
Documents to download
Further details / informal visits contact
- Name
- Lynn Cottrell
- Job title
- Facilities Customer Services Manager
- Email address
- [email protected]
- Telephone number
- 01206 745957
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