Job summary
Join Our Team as a Visitor Experience Team Member
Location:
Erdington Hospice
Interview Date: Week commencing
19 January 2025
Do you have a passion for delivering exceptional customer care
and believe that every moment matters?
If
so, Birmingham Hospice wants you on our team! Were looking for a Visitor
Experience Team Member to be one of the welcoming faces and voices of our
organisation.
At
Birmingham Hospice, were dedicated to improving the quality of life for
people living with life-limiting conditions and supporting their loved ones
during the most challenging times. Every interaction counts and that's where
you come in.
What You'll Do
Be the first point of contact for visitors and callers, creating a warm, friendly, and professional experience.
Work closely with teams across the organisation to ensure smooth communication and support.
Occasionally assist in our on-site Hive Cafe and take on other duties that keep our hospice running smoothly.
Main duties of the job
What We're Looking For
Flexibility to cover some weekend and
occasional morning shifts.
A positive, adaptable attitude and willingness
to help wherever needed.
Excellent interpersonal and communication
skills.
Previous experience in a customer service
environment.
Why Join Birmingham Hospice?
Working
with us means more than just a job - its a chance to make a real difference.
Here'what we offer:
Generous holiday entitlement
Comprehensive training and development
opportunities to grow your career.
Wellbeing programmes to
support your health and happiness.
A supportive, passionate team that
values kindness and collaboration.
The pride of working for a respected charity
that truly changes lives.
If
this sounds like the perfect role for you, wed love to hear from you!
For
an informal chat, email Sandra Humphries at:
sandra.humphries@birminghamhospice.org.uk
To
apply, visit: birminghamhospice.org.uk/about-us/join-us
** Please note: This vacancy may
close earlier than the stated deadline if we receive a high volume of
applications.
We monitor the use of AI in application forms. Any
application with more than 30% AI-generated content will not be considered for
shortlisting.
About us
Birmingham Hospice provides expert palliative and end of
life care for people and their families living with life-limiting illnesses.
We believe that all people in Birmingham should have access
to the best specialist care and support - when, where and how they need it. Our
vision is a future where everyone with a life-limiting illness will live and
die with dignity and in comfort. Our mission is to enable more people from all
communities to access the care of their choice at the end of life.
During a recent CQC inspection our sites have been rated
outstanding, with independent health care regulators highlighting that
colleagues and services are caring, responsive and well-led.
Our outstanding teams are passionate about providing the
very best care, and patients and their loved ones are at the heart of
everything we do.
Our values of kindness, respect, innovation, togetherness,
positivity and openness are at the centre of who we are, what we do and how we
behave. We pride ourselves on being an inclusive, welcoming, caring and
supportive team. We are offering a competitive salary, with generous holiday
allowance, a contribution pension scheme, and a commitment to investing in our
people through employee benefits and ongoing professional development.
Job description
Job responsibilities
Happy to talk about Flexible Working
Job
Title:
Visitor Experience Team Member
Department:
People Team
Hospice
Band:
HCP Corporate Band H
Reports
to:
Team Leader Reception
Responsible
for:
N/A
DBS
Required
Standard
Job Purpose
The Visitor Experience Team are critical in
creating a warm friendly experience for anyone who walks through our doors or
connects with us over the phone. This Team makes the difference to our
Hospice being able to deliver a great experience from the first interaction
to the last and is the job for someone who loves interacting with and helping
people.
The Team is required to link with everyone in the
company, as calls, visitors and messages come through. It is a job that needs
good interpersonal skills; flexibility and a strong customer focus. This post
is for ensuring that everyone who makes contact with us has a kind, personal,
efficient and friendly welcome.
Your role will require you to deliver a
first-class experience as every moment matters in the work that we do.
Main Duties and Responsibilities
Reception
Main Duties
Ensure people who are
visiting and those who are recently bereaved are cared for, looked after and
are assisted during their time in our Hospice
Providing a friendly,
welcoming and efficient service to all people, in line with our vision and
values
In conjunction with IT and
the People Team maintain an accurate directory of contacts for all
departments/people
Work as part of a team to
provide a personal front of house service 8am-8pm seven days a week
Undertake a variety of
general administrative duties that support our people, patient and visitor
processes
Ensure that people calling
on the phone or in person have a timely service and know that we will deal
effectively with all enquiries.
Use time well, to build
and maintain positive relationships internally and externally with a diverse
range of people, professionally and the public
Develop and maintain
in-depth knowledge of the work of the hospice
Be sensitive to the
different needs that callers, matching our response to their needs
To build rapport quickly
and effectively on the telephone, in person and via email
To be confident and
competent in listening and responding appropriately to distressing, emotive
information which people who come to us may need to share and experience
being understood by us
To always understand and
maintain confidentiality in all aspects of the job
Arrange transport
(ambulances, cars or taxis) as directed by any of the charity managers
Answer telephone calls
promptly taking accurate messages, give accurate information and ensure that
messages get to the recipient in a timely manner.
Other
Duties
To be flexible, able and
willing to cover across the rota during times of absence
Ensure the continued
dignity of patients.
To work collaboratively
with other teams to provide the best service and reflect the values of the
hospice
General Duties
Confidentiality
All
employees are required to uphold the confidentiality of all information
records in whatever format, encountered in the course of employment and after
it.
All
employees are bound by the requirements of the General Data Protection
Regulations when, in the course of their employment, they deal with
information records relating to individuals
Equality and Diversity
The
Hospice is committed to promoting an environment that values diversity. All
staff are responsible for ensuring that they treat individuals equally and
fairly and do not discriminate on the grounds of age, disability, gender
reassignment, marriage or civil partnership, pregnancy or maternity, race,
religion or belief, sex and sexual orientation. The Hospice expects all staff
to behave in a way that recognises and respects diversity in line with the
appropriate standards.
Health and Safety
All
employees have a responsibility under the terms of the Health and Safety at
Work Act1974 to protect and promote their own health and that of others in
the workplace
All
employees must comply with all Hospice Health and Safety Procedures Infection
Control
The
prevention and control of infection is the responsibility of everyone who is
employed by the Hospice. Employees must be aware of infection control
policies, procedures and the importance of protecting themselves and their
clients in maintaining a clean and healthy environment.
Information Governance
All
employees are responsible for ensuring they undertake any training relating
to information governance, read the Hospices policies, procedures and
guidance documents relating to information governance, and understanding how
this affects them in their role.
Professional Development
All
employees must participate in an annual appraisal and develop a personal
development plan with their Line Manager
All
employees are responsible for maintaining their statutory and mandatory
training.
Safeguarding Children, Young People and Vulnerable
Adults
The
Hospice is committed to safeguarding and promoting the welfare of children,
young people and vulnerable adults. All employees and volunteers are expected
to behave in such a way that supports this commitment Pandemic or major
incident
In the
event of a pandemic or major incident, the post holder may be asked to
undertake other duties not necessarily commensurate to the banding of this
role. This could include duties in any part of the Hospice. Prior to
undertaking any duties, the member of staff will have full training and
induction. We wont ask any member of staff to undertake duties for which
they are not competent or where they feel unsafe in their environment or
could put patients or themselves at risk.
The job description is not exhaustive and may be amended following
appropriate consultation in the light of business needs
Job description
Job responsibilities
Happy to talk about Flexible Working
Job
Title:
Visitor Experience Team Member
Department:
People Team
Hospice
Band:
HCP Corporate Band H
Reports
to:
Team Leader Reception
Responsible
for:
N/A
DBS
Required
Standard
Job Purpose
The Visitor Experience Team are critical in
creating a warm friendly experience for anyone who walks through our doors or
connects with us over the phone. This Team makes the difference to our
Hospice being able to deliver a great experience from the first interaction
to the last and is the job for someone who loves interacting with and helping
people.
The Team is required to link with everyone in the
company, as calls, visitors and messages come through. It is a job that needs
good interpersonal skills; flexibility and a strong customer focus. This post
is for ensuring that everyone who makes contact with us has a kind, personal,
efficient and friendly welcome.
Your role will require you to deliver a
first-class experience as every moment matters in the work that we do.
Main Duties and Responsibilities
Reception
Main Duties
Ensure people who are
visiting and those who are recently bereaved are cared for, looked after and
are assisted during their time in our Hospice
Providing a friendly,
welcoming and efficient service to all people, in line with our vision and
values
In conjunction with IT and
the People Team maintain an accurate directory of contacts for all
departments/people
Work as part of a team to
provide a personal front of house service 8am-8pm seven days a week
Undertake a variety of
general administrative duties that support our people, patient and visitor
processes
Ensure that people calling
on the phone or in person have a timely service and know that we will deal
effectively with all enquiries.
Use time well, to build
and maintain positive relationships internally and externally with a diverse
range of people, professionally and the public
Develop and maintain
in-depth knowledge of the work of the hospice
Be sensitive to the
different needs that callers, matching our response to their needs
To build rapport quickly
and effectively on the telephone, in person and via email
To be confident and
competent in listening and responding appropriately to distressing, emotive
information which people who come to us may need to share and experience
being understood by us
To always understand and
maintain confidentiality in all aspects of the job
Arrange transport
(ambulances, cars or taxis) as directed by any of the charity managers
Answer telephone calls
promptly taking accurate messages, give accurate information and ensure that
messages get to the recipient in a timely manner.
Other
Duties
To be flexible, able and
willing to cover across the rota during times of absence
Ensure the continued
dignity of patients.
To work collaboratively
with other teams to provide the best service and reflect the values of the
hospice
General Duties
Confidentiality
All
employees are required to uphold the confidentiality of all information
records in whatever format, encountered in the course of employment and after
it.
All
employees are bound by the requirements of the General Data Protection
Regulations when, in the course of their employment, they deal with
information records relating to individuals
Equality and Diversity
The
Hospice is committed to promoting an environment that values diversity. All
staff are responsible for ensuring that they treat individuals equally and
fairly and do not discriminate on the grounds of age, disability, gender
reassignment, marriage or civil partnership, pregnancy or maternity, race,
religion or belief, sex and sexual orientation. The Hospice expects all staff
to behave in a way that recognises and respects diversity in line with the
appropriate standards.
Health and Safety
All
employees have a responsibility under the terms of the Health and Safety at
Work Act1974 to protect and promote their own health and that of others in
the workplace
All
employees must comply with all Hospice Health and Safety Procedures Infection
Control
The
prevention and control of infection is the responsibility of everyone who is
employed by the Hospice. Employees must be aware of infection control
policies, procedures and the importance of protecting themselves and their
clients in maintaining a clean and healthy environment.
Information Governance
All
employees are responsible for ensuring they undertake any training relating
to information governance, read the Hospices policies, procedures and
guidance documents relating to information governance, and understanding how
this affects them in their role.
Professional Development
All
employees must participate in an annual appraisal and develop a personal
development plan with their Line Manager
All
employees are responsible for maintaining their statutory and mandatory
training.
Safeguarding Children, Young People and Vulnerable
Adults
The
Hospice is committed to safeguarding and promoting the welfare of children,
young people and vulnerable adults. All employees and volunteers are expected
to behave in such a way that supports this commitment Pandemic or major
incident
In the
event of a pandemic or major incident, the post holder may be asked to
undertake other duties not necessarily commensurate to the banding of this
role. This could include duties in any part of the Hospice. Prior to
undertaking any duties, the member of staff will have full training and
induction. We wont ask any member of staff to undertake duties for which
they are not competent or where they feel unsafe in their environment or
could put patients or themselves at risk.
The job description is not exhaustive and may be amended following
appropriate consultation in the light of business needs
Person Specification
Experience
Essential
- Good listening skills
- Attention to detail
- Experience of customer service and what good customer care should be
- Able to be flexible often at short notice to do the right thing at the right time in the right way to meet the needs of the public and the people who come to us for help
- Basic range of experience in core Microsoft Office packages
- Proven experience of working with the public in a professional or voluntary capacity
- Ability to build effective relationships
Desirable
- Ability to speak more than one language, either English or another as a primary language
- Experience of handling cash and following procedures strictly
Personal Skills and Attributes
Essential
- Ability to communicate across diverse groups and communities and evidence equality of opportunity in approach
- Highly motivated and customer focused
- Resilient, enthusiastic and motivated
- Committed to providing accurate and timely information to a high standard
- Solution focused consider customer first
Qualifications
Essential
- Demonstrable experience within a front facing customer service role
Desirable
- Experience within the care sector would be advantageous but not essential
Person Specification
Experience
Essential
- Good listening skills
- Attention to detail
- Experience of customer service and what good customer care should be
- Able to be flexible often at short notice to do the right thing at the right time in the right way to meet the needs of the public and the people who come to us for help
- Basic range of experience in core Microsoft Office packages
- Proven experience of working with the public in a professional or voluntary capacity
- Ability to build effective relationships
Desirable
- Ability to speak more than one language, either English or another as a primary language
- Experience of handling cash and following procedures strictly
Personal Skills and Attributes
Essential
- Ability to communicate across diverse groups and communities and evidence equality of opportunity in approach
- Highly motivated and customer focused
- Resilient, enthusiastic and motivated
- Committed to providing accurate and timely information to a high standard
- Solution focused consider customer first
Qualifications
Essential
- Demonstrable experience within a front facing customer service role
Desirable
- Experience within the care sector would be advantageous but not essential
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
