Job summary
We are looking for a computer literate dynamic and motivated person to join our friendly Helpdesk/Reception team based at Highbury Hospital in Nottingham.
Leading a busy and driven team in the Estates and Facilities Directorate, as a Receptionist/Helpdesk team leader. You will be the first point of contact for all visitors and calls received at Highbury including logging jobs via the Concept system regarding maintenance tasks, portering, domestic, linen and laundry and catering jobs, logging incidents, room bookings and hospitality to mention a few as well as managing the team and the monthly reporting system.
Please note this post does not meet skill level required for a Skilled worker visa. Applicants requiring a Skilled Worker visa will usually need to be in a role which is at Band 3 or above, however please note not all Band 3 roles are capable of sponsorship. You can determine the likelihood of obtaining Sponsorship against the relevant skill and pay criteria here Immigration Rules - Immigration Rules Appendix Skilled Occupations - Guidance - GOV.UK (www.gov.uk)
Main duties of the job
- To manage a small team of staff along with the helpdesk and reception function at Highbury Hospital including staff rotas, sickness and other ad-hoc projects as required.
- To accurately raise and log off jobs using the Concept system and to provide training to staff where necessary.
- To provide a point of contact for clients for Estates and Hotel Services across the Highbury Site.
- To be responsible for responding proactively to all customer enquiries, including progress chasing of work and locating patients.
- To assist in processing routine administrative and clerical work.
- To undertake customer service activities.
- Booking meeting rooms and encouraging hospitality bookings.
- To assist in the coordination of Hotel Services across site via telephone, e-mail and radio communication.
- To issue and receive keys, ID badges and ensure suitable and appropriate access to the site is maintained.
About us
Nottinghamshire Healthcare employs over 10,000 colleagues who help #MakeADifference every day. We provide intellectual disability, mental health, community health, forensic and offender healthcare services across Nottinghamshire, Leicestershire, Lincolnshire and South Yorkshire. Care is delivered from over 120 sites within the community from acute settings and across low, medium and high secure environments including prisons.
As one of the largest mental health and community trusts in the East Midlands and one of the biggest employers in Nottinghamshire. We are also home to national and regional services such as the National High Secure Deaf Service and the Nottingham Centre for Transgender Health.
We are committed to flexible and agile working, including the opportunity to join our bank.
Your health and wellbeing is our priority and as such we invest significantly in this via our in-house Occupational Health Service, Staff Counselling Service and Health and Wellbeing Team.
We offer a number of employee-led staff networks, including Equality, Diversity and Inclusion (EDI) groups, our Green Champions Network, Freedom to Speak Up Network. Health and Wellbeing Champions Network and Menopause Champions. We provide care to a diverse range of communities and are passionate about supporting diversity and inclusion in the Trust.
If you believe in our values of Trust, Honesty, Respect, Compassion and Teamwork, then we would love to hear from you!
#TeamNottsHC
Job description
Job responsibilities
To promptly and efficiently deal with all calls to the Helpdesk in a pleasant and courteous manner.
To acquire from clients full information relating to their work requests in order that Estates and Hotel Services staff can respond effectively.
To input client Helpdesk requests onto computer clearly and accurately, assigning correct item and priority codes using the Concept System and providing reports where necessary.
To process feedback of information onto computer in an accurate and timely manner.
To liaise with Estates and Hotel Services supervisory staff in order to respond to client requests for information on work progress.
To interrogate data as required.
To assist in the reconciliation of completed dockets as required.
To generate appropriate reports from the computer information database and print off work dockets/reports for issue to designated staff.
To be responsible for ensuring the office is manned AT ALL TIMES during agreed office hours.
To be responsible for monitoring that the equipment you use is routinely maintained and any apparent damage or safety hazard reported without delay.
To undertake training in accordance with the Trust's policy to Investors in People.
The control and issue of keys. The checking of identity of staff prior to such issue.
Operating the internal radio receiver system and the maintenance and recharging of batteries.
Ordering of taxis.
Reception duties and personal enquiries, directing visitors as appropriateMaintaining record books e.g. Visitors Book, Key Issue Book Fobs and issuing as applicable temporary visitors passes.
Acting as central control in emergencies e.g. fire alarms, burglar alarms, untoward incidents and on-call.
Manning at all times the two-way radio control linking security servicesCovering in the absence of colleagues.
Keeping procedure records relating to the department as up to date as possible.
Clerical tasks e.g. maintaining lists. Completing Maintenance Request forms.
Wearing uniform provided.
Sorting internal and external mail. Distribution of internal mail throughout Highbury site. Franking external mail, in accordance with the deadlines required by Royal Mail.
Act as post hub for Trust wide locations and between the Trust and community clinics and the PCT.
Liaison with the Transport Department to ensure smooth running of service.
Maintenance of postal balances on franking machine and monitoring of usage for Highbury Site.
Maintenance of consumables stock for franking machine.
There is a frequent requirement of physical effort in moving/lifting heavy boxes and bags of mail.
Job description
Job responsibilities
To promptly and efficiently deal with all calls to the Helpdesk in a pleasant and courteous manner.
To acquire from clients full information relating to their work requests in order that Estates and Hotel Services staff can respond effectively.
To input client Helpdesk requests onto computer clearly and accurately, assigning correct item and priority codes using the Concept System and providing reports where necessary.
To process feedback of information onto computer in an accurate and timely manner.
To liaise with Estates and Hotel Services supervisory staff in order to respond to client requests for information on work progress.
To interrogate data as required.
To assist in the reconciliation of completed dockets as required.
To generate appropriate reports from the computer information database and print off work dockets/reports for issue to designated staff.
To be responsible for ensuring the office is manned AT ALL TIMES during agreed office hours.
To be responsible for monitoring that the equipment you use is routinely maintained and any apparent damage or safety hazard reported without delay.
To undertake training in accordance with the Trust's policy to Investors in People.
The control and issue of keys. The checking of identity of staff prior to such issue.
Operating the internal radio receiver system and the maintenance and recharging of batteries.
Ordering of taxis.
Reception duties and personal enquiries, directing visitors as appropriateMaintaining record books e.g. Visitors Book, Key Issue Book Fobs and issuing as applicable temporary visitors passes.
Acting as central control in emergencies e.g. fire alarms, burglar alarms, untoward incidents and on-call.
Manning at all times the two-way radio control linking security servicesCovering in the absence of colleagues.
Keeping procedure records relating to the department as up to date as possible.
Clerical tasks e.g. maintaining lists. Completing Maintenance Request forms.
Wearing uniform provided.
Sorting internal and external mail. Distribution of internal mail throughout Highbury site. Franking external mail, in accordance with the deadlines required by Royal Mail.
Act as post hub for Trust wide locations and between the Trust and community clinics and the PCT.
Liaison with the Transport Department to ensure smooth running of service.
Maintenance of postal balances on franking machine and monitoring of usage for Highbury Site.
Maintenance of consumables stock for franking machine.
There is a frequent requirement of physical effort in moving/lifting heavy boxes and bags of mail.
Person Specification
Qualifications
Essential
- Good standard of general education
Desirable
- RSAll/OCR ll word processing (or equivalent)
- RSA lll ( or equivalent) Typewriting
- NVQ2 Business administration
- NVQ2 Customer care
Training
Essential
- Participate in mandatory training
Experience
Essential
- Knowledge of a customer services environment
- Customer service experience
- Experience of working in an office environment
- Able to work on own initiative and as part of a team
- Good communications skills
- At least 1 years experience of running a team
Desirable
- Knowledge of date retrieval systems
- Understanding of customer awareness
- Experience in a similar post
Physical requirements
Essential
- Sitting for long periods
- Occasional lifting ( of post/boxes and stationery)
Knowledge & Skills
Essential
- Working knowledge and conversant with Microsoft packages
- Working knowledge of database systems
- Accurate keyboard skills
- Good organisational skills
- Good telephone/customer services manner
- Familiar with electronic diary systems
- Ability to use own initiative
- Ability to prioritise workloads
Desirable
- Knowledge od policies and procedures
- Knowledge od Estates and Facilities
- Database skills
Dispositional Attributes
Essential
- Enthusiastic attitude
- Team player
- Excellent communication skills
- Caring/sympathetic approach
- Motivated and conscientious
- Effective under pressure
Desirable
- Willingness to undertake new activities
Contractual Requirement
Essential
- Flexibility with working on helpdesk and administrative duties
Desirable
- Flexible regarding hours of work
- A full UK driving licence and vehicle for business use is required for this post; however reasonable adjustments will be made for disabled individuals in line with the Equality Act 2010.
Person Specification
Qualifications
Essential
- Good standard of general education
Desirable
- RSAll/OCR ll word processing (or equivalent)
- RSA lll ( or equivalent) Typewriting
- NVQ2 Business administration
- NVQ2 Customer care
Training
Essential
- Participate in mandatory training
Experience
Essential
- Knowledge of a customer services environment
- Customer service experience
- Experience of working in an office environment
- Able to work on own initiative and as part of a team
- Good communications skills
- At least 1 years experience of running a team
Desirable
- Knowledge of date retrieval systems
- Understanding of customer awareness
- Experience in a similar post
Physical requirements
Essential
- Sitting for long periods
- Occasional lifting ( of post/boxes and stationery)
Knowledge & Skills
Essential
- Working knowledge and conversant with Microsoft packages
- Working knowledge of database systems
- Accurate keyboard skills
- Good organisational skills
- Good telephone/customer services manner
- Familiar with electronic diary systems
- Ability to use own initiative
- Ability to prioritise workloads
Desirable
- Knowledge od policies and procedures
- Knowledge od Estates and Facilities
- Database skills
Dispositional Attributes
Essential
- Enthusiastic attitude
- Team player
- Excellent communication skills
- Caring/sympathetic approach
- Motivated and conscientious
- Effective under pressure
Desirable
- Willingness to undertake new activities
Contractual Requirement
Essential
- Flexibility with working on helpdesk and administrative duties
Desirable
- Flexible regarding hours of work
- A full UK driving licence and vehicle for business use is required for this post; however reasonable adjustments will be made for disabled individuals in line with the Equality Act 2010.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
