Job summary
Our Commitment to you is to help you gain the level 2 apprentice standard in Customer Service Practitioner within a 14 month contract.
As part of the apprenticeship programme you will learn in the workplace, have access to study sessions, a mentor and a training provider. This is an excellent opportunity to earn while you learn. This post is ideal for someone who wants an understanding of an customer service role which will provide them with transferable skills.
You will become part of a talented, passionate team of people, committed to providing the best care and treatment to patients. On top of your basic salary, you will receive 27 days holiday each year, plus a range of other benefits including occupational health and counselling services.
The positions will be based at the Leicester Royal infirmary in the Maxillofacial Department within the specialist surgery Clinical Management Group (CMG).
Your primary role will involve working with a busy and expanding administration team for both outpatients & inpatients. You will be prepping clinics, working as the front face in the Maxillofacial clinics and general admin duties including spread sheet work and filing.
To qualify for the apprenticeship role the minimum criteria is:-
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You must have GCSE in English and Maths.
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Have not completed an apprenticeship at the same level and sector in the past.
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You do not have a Degree in a similar or same subject.
Main duties of the job
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To support the organisation, department and team in carrying out a range of duties efficiently and provide excellent customer service.
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Primary duties are to provide an administrative support to the CMG area specifically supporting the Pathway Coordinator Medical Administration Teams.
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To work in a supported learning environment to develop the skills and knowledge which will assist the apprentice to complete their qualification and secure employment and progress in their career in the future.
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To undertake a development programme
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Please ensure you have the required qualifications as per the person specification as you will be required to produce evidence of these if successful
About us
We are one of the biggest and busiest NHS trusts in the country, incorporating the General, Glenfield and Royal Infirmary hospitals. We have our very own Children's Hospital and run one of the country's leading heart centres.
Our team is made up of more than 17,000 staff providing a range of services primarily for the one million residents of Leicester, Leicestershire and Rutland.
We work with partners at the University of Leicester and De Montfort University providing world-class teaching to nurture and develop the next generation of doctors, nurses and other healthcare professionals, many of whom go on to spend their working lives with us.
Our purpose is to provide 'Caring at its best' and our staff have helped us create a set of values that embody who we are and what we're here to do. They are:
- We focus on what matters most
- We treat others how we would like to be treated
- We are passionate and creative in our work
- We do what we say we are going to do
- We are one team and we are best when we work together
Our patients are at the heart of all we do and we believe that 'Caring at its best' is not just about the treatments and services we provide, but about giving our patients the best possible experience.
About the University Hospitals of Leicester NHS Trust: (leicestershospitals.nhs.uk)
Job description
Job responsibilities
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To provide the correct up to date information to patients, colleagues, other departments within the Trust, external organisations and the general public.
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To be the face of Maxillofacial clinics and book patients in on arrival.
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To prepare Notes and information for Maxillofacial clinics.
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Under supervision produce accurate letters, minutes, reports and maintain databases etc, as required.
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Assist the team to arrange and administer meetings / conferences /events, including booking venues, the preparation and distribution of papers
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Liaise effectively in a professional, pleasant and courteous manner with patients, colleagues, others departments within the Trust, external organisations and the general public.
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Effectively deal with telephone enquiries/ take messages in a pleasant courteous manner to both external and internal customers following the agreed procedures.
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Undertake filing, photocopying and scanning in a timely and accurate way.
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To receive, sort and distribute incoming and outgoing post.
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To deal with daily routine enquiries, along with non-routine enquiries.
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Support the smooth running and efficiency of the department/work area.
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To assist with the ordering of supplies as appropriate.
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Liaise with team members to follow up queries and issues and resolve problems where appropriate.
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Communicating effectively with Patients, in writing, or by telephone
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Provide information and/or advice where appropriate or refer onto other staff members where necessary.
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Develop a good working knowledge of the service, to be able to provide up to date information and advice.
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To ensure that confidentiality is maintained at all times.
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Ensure accurate record keeping and updating of information and systems as appropriate within the scope of the position [includes paper and electronic records].
please see job description/person specification for full details on the role.
Job description
Job responsibilities
-
To provide the correct up to date information to patients, colleagues, other departments within the Trust, external organisations and the general public.
-
To be the face of Maxillofacial clinics and book patients in on arrival.
-
To prepare Notes and information for Maxillofacial clinics.
-
Under supervision produce accurate letters, minutes, reports and maintain databases etc, as required.
-
Assist the team to arrange and administer meetings / conferences /events, including booking venues, the preparation and distribution of papers
-
Liaise effectively in a professional, pleasant and courteous manner with patients, colleagues, others departments within the Trust, external organisations and the general public.
-
Effectively deal with telephone enquiries/ take messages in a pleasant courteous manner to both external and internal customers following the agreed procedures.
-
Undertake filing, photocopying and scanning in a timely and accurate way.
-
To receive, sort and distribute incoming and outgoing post.
-
To deal with daily routine enquiries, along with non-routine enquiries.
-
Support the smooth running and efficiency of the department/work area.
-
To assist with the ordering of supplies as appropriate.
-
Liaise with team members to follow up queries and issues and resolve problems where appropriate.
-
Communicating effectively with Patients, in writing, or by telephone
-
Provide information and/or advice where appropriate or refer onto other staff members where necessary.
-
Develop a good working knowledge of the service, to be able to provide up to date information and advice.
-
To ensure that confidentiality is maintained at all times.
-
Ensure accurate record keeping and updating of information and systems as appropriate within the scope of the position [includes paper and electronic records].
please see job description/person specification for full details on the role.
Person Specification
Qualifications
Essential
- Maths and English GCSE level grade F - A* or GCSE grade 1 - 9 or Functional Skills at level 1 or above
Experience
Essential
- Evidence of good written skills
- Good communication skills
- Able and willing to follow instruction and learn new tasks
- Able to work flexibly as part of a team
- Willing to learn and to take responsibility for their own development
- Willing to organise own workload
- Able to attend work at the required times
- A commitment to completing the apprenticeship end point assessment (EPA)
Desirable
- Understanding of Confidentiality & Data Protection Act
Communication and Relationship Skills
Essential
- Effective communication skills - both written and verbal
- Ability to work as part of a team
Skills
Essential
- Self-motivation
- Willingness to learn and apply that learning in the workplace
Planning and organisation skills
Essential
- Be flexible in working arrangements to be able to cover the demands of the service
- Ability to plan, organise and prioritise
- Able to work under pressure
Analytical and Judgement skills
Essential
- Understanding of Confidentiality & Data Protection Act
- Able to act on own initiative as well as follow instructions
Person Specification
Qualifications
Essential
- Maths and English GCSE level grade F - A* or GCSE grade 1 - 9 or Functional Skills at level 1 or above
Experience
Essential
- Evidence of good written skills
- Good communication skills
- Able and willing to follow instruction and learn new tasks
- Able to work flexibly as part of a team
- Willing to learn and to take responsibility for their own development
- Willing to organise own workload
- Able to attend work at the required times
- A commitment to completing the apprenticeship end point assessment (EPA)
Desirable
- Understanding of Confidentiality & Data Protection Act
Communication and Relationship Skills
Essential
- Effective communication skills - both written and verbal
- Ability to work as part of a team
Skills
Essential
- Self-motivation
- Willingness to learn and apply that learning in the workplace
Planning and organisation skills
Essential
- Be flexible in working arrangements to be able to cover the demands of the service
- Ability to plan, organise and prioritise
- Able to work under pressure
Analytical and Judgement skills
Essential
- Understanding of Confidentiality & Data Protection Act
- Able to act on own initiative as well as follow instructions
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).
