Job summary
We are looking for a motivated and experienced Customer Services Supervisor to join the Non-Emgerency Patient Transport Team at Barts Health.
The NEPTS Customer Service Supervisor will provide a professional service to patients, Trust service users, carers and members of the public that access the NEPTS Call Centre. The post holder plays a key role in helping improve patient experience from a transport perspective and will resolve enquiries and complaints wherever possible to the satisfaction of the end user. The NEPTS Customer Service Supervisor will be responsible for assisting the day-to-day delivery of service in accordance with agreed objectives, targets, and quality standards.
Main duties of the job
The NEPTS Customer Service Supervisor will provide a professional service to patients, Trust service users, carers and members of the public that access the NEPTS Helpdesk. The post holder plays a key role in helping improve patient experience from a transport perspective and will resolve enquiries and complaints wherever possible to the satisfaction of the end user. The NEPTS Customer Service Supervisor will be responsible for assisting the day-to-day delivery of service in accordance with agreed objectives, targets, and quality standards.
This will include:o Conducting call quality checks, investigations, reviewing NEPTS appeals, and drafting reports and complaint response letters.o Ensuring key performance targets for the Call Centre are being met.o Supporting the department's implementation of service improvement and the general development of the service.o Undertaking ad-hoc requests in the absence of the NEPTS Customer Service Manager
About us
Barts Health is one of the largest NHS trusts in the country, and one of Britain's leading healthcare providers.
The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.
Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.
We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
Person Specification
Qualifications
Essential
- Educated to A level or equivalent relevant job experience.
- NVQ Level 3 in Customer Care of or equivalent
Desirable
- Experience of range of computerised software.
- Understanding of medical terminology.
Experience
Essential
- Previous NHS or healthcare experience
- Experience working within a hospital environment.
- Experience of using Powerchart, Cleric, Microsoft products, Vehicle tracking software.
- Used to working in a busy environment.
- Experience and understanding of evaluating and measuring the performance of services.
- Working within the NEPTS Booking, amending, and cancelling journeys on Cleric
- PTS Eligibility assessments
- Collate as required, qualitative and quantitative information
Desirable
- Previous experience of working within NEPTS service
Knowledge
Essential
- Working knowledge of Microsoft Office with intermediate keyboard skills.
- Data security awareness around GPDR and Patient Confidential Information Understanding of Data Protection Act.
- Freedom of Information Act Understanding of Equal Opportunities policies and procedures.
- Ambulance industry awareness
Desirable
- Knowledge of regulations and CQC requirements in operating patient transport services.
Skills
Essential
- Must be able to prioritise own work effectively, working to tight and often changing timescales
- Must be able to use initiative to decide relevant actions and make recommendations with the aim of improving deliverables and compliance to policies.
- Must be confident to work unsupervised.
- Able to pay attention to detail and accuracy.
- Able to communicate complex, sensitive or contentious information accurately and effectively with patients and at all levels of the organisation, verbally and in writing.
- Able to support and reassure patients/carers in distress.
- Able to persuade, motivate, negotiate to gain cooperation.
- Able to show tact, empathy, and reassurance.
Other
Essential
- The post holder is required to familiarise themselves with and comply with the Trust's policies and procedures.
- Adaptability, flexibility, and ability to cope with uncertainty and change
- Willing to engage with and learn from peers, other professionals, and colleagues.
- Professional calm and effective manner.
- Friendly and approachable.
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals.
- Ability to actively promote equality, diversity, and inclusion within all areas of responsibility.
- Demonstrable ability to meet Trust values
Person Specification
Qualifications
Essential
- Educated to A level or equivalent relevant job experience.
- NVQ Level 3 in Customer Care of or equivalent
Desirable
- Experience of range of computerised software.
- Understanding of medical terminology.
Experience
Essential
- Previous NHS or healthcare experience
- Experience working within a hospital environment.
- Experience of using Powerchart, Cleric, Microsoft products, Vehicle tracking software.
- Used to working in a busy environment.
- Experience and understanding of evaluating and measuring the performance of services.
- Working within the NEPTS Booking, amending, and cancelling journeys on Cleric
- PTS Eligibility assessments
- Collate as required, qualitative and quantitative information
Desirable
- Previous experience of working within NEPTS service
Knowledge
Essential
- Working knowledge of Microsoft Office with intermediate keyboard skills.
- Data security awareness around GPDR and Patient Confidential Information Understanding of Data Protection Act.
- Freedom of Information Act Understanding of Equal Opportunities policies and procedures.
- Ambulance industry awareness
Desirable
- Knowledge of regulations and CQC requirements in operating patient transport services.
Skills
Essential
- Must be able to prioritise own work effectively, working to tight and often changing timescales
- Must be able to use initiative to decide relevant actions and make recommendations with the aim of improving deliverables and compliance to policies.
- Must be confident to work unsupervised.
- Able to pay attention to detail and accuracy.
- Able to communicate complex, sensitive or contentious information accurately and effectively with patients and at all levels of the organisation, verbally and in writing.
- Able to support and reassure patients/carers in distress.
- Able to persuade, motivate, negotiate to gain cooperation.
- Able to show tact, empathy, and reassurance.
Other
Essential
- The post holder is required to familiarise themselves with and comply with the Trust's policies and procedures.
- Adaptability, flexibility, and ability to cope with uncertainty and change
- Willing to engage with and learn from peers, other professionals, and colleagues.
- Professional calm and effective manner.
- Friendly and approachable.
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals.
- Ability to actively promote equality, diversity, and inclusion within all areas of responsibility.
- Demonstrable ability to meet Trust values
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).
