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 operative. 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, hospitality 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 accurately raise and log off jobs using the Concept system.
- 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
#TeamNottsHC comprises over 11,000 dedicated colleagues who #MakeADifference every day. We deliver intellectual disability, mental health, community health, forensic, and offender healthcare services across Nottinghamshire, Leicestershire, Lincolnshire, and South Yorkshire. Our care is provided from over 200 sites, spanning community locations, acute settings, and secure environments, including prisons.
We are one of the largest mental health and community Trusts in the East Midlands and one of Nottinghamshire's biggest employers. We also host national and regional services, such as the National High Secure Deaf Service and the Nottingham Centre for Transgender Health.
We offer a variety of employee-led staff networks, including Equality, Diversity, and Inclusion (EDI) groups, the Green Champions network, the Freedom to Speak Up network, the Health and Wellbeing Champions network, and the Menopause Champions network. These networks play a vital role in supporting our diverse workforce and promoting a culture of inclusivity.
The health and wellbeing of colleagues is a top priority. We invest significantly in this through our in-house occupational health and staff counselling services, supported by a dedicated Health and Wellbeing team.
The Trust is committed to reducing its carbon emissions, with a specialised Energy and Environmental team working to ensure compliance with environmental legislation, enhance our environmental performance, and achieve our net-zero commitment.
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 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.
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.
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 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.
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.
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
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
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
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
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.
