Job summary
An exciting opportunity has arisen to join the Patient Experience team at King's College Hospital as a Helpdesk Advisor. This entry role provides a unique opportunity for anyone interested in joining the NHS and supporting our patients as they navigate the hospital and services that we provide.
Main duties of the job
- To provide a welcoming and informative reception service to patients and visitors to King's College Hospital. To provide information, help and assistance to patients, public and staff using helpdesk
- To support the delivery of the Patient Advice and Liaison Service
- To support the delivery of the interpreting contract
- Over the weekends, to support weekend delivery of the volunteering function
About us
King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1 billion, 1.5 million patient contacts a year and around 14,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
The trust-wide strategy Strong Roots, Global Reachis our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we can take Team King's to another level.
Job description
Job responsibilities
Please refer to the attached job description and person specification for the information about the main responsibilities of the role.
Job description
Job responsibilities
Please refer to the attached job description and person specification for the information about the main responsibilities of the role.
Person Specification
Education and qualification
Essential
- Qualification or equivalent relevant experience in complaints, Patient Advice and Liaison or customer care roleQualification or equivalent relevant experience in complaints, Patient Advice and Liaison or customer care role
- Evidence of continuous professional development
Desirable
- Qualification in administration
Knowledge and experience
Essential
- Previous experience in customer care focused environment
- Proven experience of communicating complex and sensitive information with a range of staff internally
- Experience in dealing with difficult situations including aggressive behaviour
- Knowledge of the Data Protection Act
Desirable
- Good knowledge of the Patient Advice and Liaison Service
- Significant experience of recording information on risk management systems
- Experience of working collaboratively with multidisciplinary and multi-agency teams
- Experience of mediation or conciliation
Person Specification
Education and qualification
Essential
- Qualification or equivalent relevant experience in complaints, Patient Advice and Liaison or customer care roleQualification or equivalent relevant experience in complaints, Patient Advice and Liaison or customer care role
- Evidence of continuous professional development
Desirable
- Qualification in administration
Knowledge and experience
Essential
- Previous experience in customer care focused environment
- Proven experience of communicating complex and sensitive information with a range of staff internally
- Experience in dealing with difficult situations including aggressive behaviour
- Knowledge of the Data Protection Act
Desirable
- Good knowledge of the Patient Advice and Liaison Service
- Significant experience of recording information on risk management systems
- Experience of working collaboratively with multidisciplinary and multi-agency teams
- Experience of mediation or conciliation
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).
Employer details
Employer name
King's College Hospital NHS Foundation Trust
Address
King's College Hospital NHS Foundation Trust (Trust Wide)
Denmark Hill
London
SE5 9RS
Employer's website
https://www.kch.nhs.uk/ (Opens in a new tab)
