Customer Service Advisor

Job responsibilities

Key Responsibilities:

To receive internal and external calls in a clear, calm and pleasant telephone manner providing a courteous and efficient service for the Trust. Responding to telephone enquiries from clients, relatives, the public and staff Trust wide and despatch them sensitively and non-judgementally to the correct destination.

To act as call centre for all emergency, including 999 calls, bleeps, District Nurses, on call senior staff for SLaM, Lambeth and Lewisham PCT, Rapid Response Team and Community Mental Health ON Call Nurses To maintain accurate records of couriers taxis, post, international and emergency calls when booked.

To work as part of a team, providing cover during sickness and annual leave absence to ensure the efficient and seamless provision of IT Switchboard Services.

To assist with the training of all new staff

Report faults with external and internal lines and in the event of system failure ensure emergency standby procedure is put in place.

Provide directory enquiries for Trust by use of BT Disc, internet Google or paper directories

Update On Call data and call sheets for all On Call data personnel

Liaise with Medical Personnel and Postgraduate Department on staff appointments

Assist with updating database information as required by the trust.

Undertake training and development programmes as required

Always provide a high-quality service.

To be aware of all relevant new guidance, policies and procedures and communicate any feedback via the IT Switchboard Supervisor as appropriate

Maintain the highest standards of confidentiality for IT Switchboard customers and staff information.

Any other tasks as defined by the IT Switchboard Supervisor

Always Work within the requirements of the Trust policies especially:

Health & Safety, Fire Regulations and Procedures, Security and Care of Property, Respect and Confidentiality

Equal Opportunities Policy, Data Protection Act, Roles and Responsibilities

Communications and Working Relationships:

Internal

All levels within the Trust from Board Level down

External

Service Users, External Suppliers and contractors, Colleagues in local Trusts, HAs, Social Services departments, institute of Psychiatry, etc. Emergency Services

Assist in the establishment of effective communication on all aspects of user support between other IT

Switchboard function and the wider business

Negotiate with users, including clinicians and managers

Ensure all communication is clear and concise and contains no technical jargon when communicating with the business.

Human Resources

Regular supervision 1-2-1/team meetings

Knowledge Transfer and participation in workshops/training

Planning

Assist in predicting trends based on reporting, performance, KPIs, SLAs and OLAs to enable delivery of high standard of service

Assist in developing and maintaining standards of ITIL compliance

Delivery of Service

To deliver IT Switchboard Services to the Trust taking ownership and resolving requests in line with policy, procedures, SLA and OLA requirements

Assist in knowledge transfer, Training materials, documentation and processes

Collaborative Working

Liaise with managers and peers on IT Services

IT Security

Report and record breaches of security to the Trusts Data Protection and IT Security Lead

Other

Provide support to staff within different functions of the IT Department

Assisting in the maintenance of documentation

The above indicates the main duties of the post, which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post holder.

Qualifications

Essential

• Educated to GCSE standard or equivalent including English and Maths (A)
• Intermediate Word, Excel, Outlook (A)
• Professional Qualification to NVQ Level 2 or equivalent (A)

Experience, Knowledge and Skills

Essential

• Relevant experience of working in a Switchboard environment (A/I)
• Experience of working as part of a team in a user focussed service environment (A/I)
• Experience of working in a logical and organised manner as part of a team (A/I)
• Experience of working unsupervised (A/I
• Customer service awareness / experience (A/I)
• Knowledge of experience of working in a high pressured front line environment (A/I)
• Experience of working on a busy Switchboard (A/I)
• Experience of working in a large complex organisation (A/I)
• Experience of working within the NHS (A/I)
• Experience of using Switchboard Software (A/I)
• knowledge of Racial Awareness/Diversity Training (A/I)
• Awareness of Mental Health Issues (A)
• Knowledge of working procedures and practices for the provision of telephone services and technical systems.
• Demonstrate an excellent command of the English Language (I)
• Good Telephone manner - courteous and understandable (I)
• Good Literacy/numeracy skills (A/I)
• Excellent verbal and written communication skills to be able to deal effectively with clinical staff, managers, clients, members of the public and other customers of the IT and Estates % Facilities functions (A/I)
• Ability to produce clear and concise written records (A/I)
• Good level of computer/keyboard skills and the ability to learn new computer skills
• Ability to communicate routine information
• Ability to placate difficult callers ability to overcome language difference (A/I)
• Ability to prioritise a varied workload (A/I)
• Proven administrative skills (A/I)
• Understanding of Data Quality Issues (A/I)
• A clear understanding of policies and procedures and national legislation relating to the maintenance of IT Service User/patient confidentiality
• Ability to demonstrate a strong communication to Equal Opportunities and Sex Discrimination Acts
• Ability to store data using computer based data entry systems: update directory and compile bleep contact address book
• Ability to keep accurate records both electronic and manual
• Ability to collate figures

Desirable

• Ability to speak a second language
• Telecommunications training

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.

Certificate of Sponsorship

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).