Job summary
We are currently recruiting for Customer Service Advisors to work in our busy 24/7 Facilities Helpdesk.
We currently have two vacancies based on the below hours.
Monday to Friday - 1800-2300, this is 25 hours per week.
Monday to Friday - 0700-1400, this is 35 hours per week.
We are looking for a well-organised person with excellent interpersonal skills to work in our Helpdesk. You will be the first point of contact for all facilities related queries. It is essential that you have excellent communication skills and a good telephone manner. Experience of working in a customer focused environment, together with GCSE English & Maths and accurate keyboard skills are essential. A minimum of 2 years' experience in a Call Centre/Helpdesk environment or similar is desirable, although not essential, as full training will be given.
The hours are as stated above but there will be times when flexibility is needed to fill gaps during our busy period and to cover for sickness and annual leave at short notice. During the first few weeks flexibility will be required when you will need to attend training sessions and shadow other staff members.
** previous applicants need not apply **
Main duties of the job
To manage the allocation of service requests and helpdesk queries to in-house staff and contractors, ensuring all relevant information is captured and processed accordingly.Carry out stringent documented procedures in the event of an emergency situation.At all times providing a polite and courteous telephone mannerwhen receiving and re-directing calls
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.
- 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 it 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)
The detailed job description and main responsibilities are included as an attachment to this advert.
Job description
Job responsibilities
KEY WORKING RELATIONSHIPS
Detail the main working relationships that the post holder will be required to develop.
The post holder will maintain good working relationships with;
Members of staff at all levels
Facilities Supervisors/Team Leaders
Facilities Managers
External Agencies
Members of the public
Patients
Emergency Services
KEY RESULT AREAS
Excellent customer service provision
Liaise with the relevant managers for the preparation of month end reporting. Produce the necessary reports to substantiate the monthly performance statistics.
After training being fully conversant with the Major Incident Procedure.
Making decisions regarding service delivery and the priority of work.
Where conflicting priorities arise, assess the task and direct staff appropriately within guidelines and protocols.
GENERAL
All employees are subject to the requirements of the Health & Safety at Work Act.
The post holder is required to ensure that as an employee, his or her work methods do not endanger other people orthemselves.
All employees are subject to the requirements of the Data Protection Act and must maintain strict confidentiality in respect of patients and staffs records.
All employees must comply with the Trusts Equal Opportunities Policy and must not discriminate on grounds of age, colour, race, nationality or ethnic origin, religion, belief, gender, marital status, sexuality, disability, trades union membership (or non-membership) or political affiliation, or any other grounds which cannot be shown to be justifiable
Job description
Job responsibilities
KEY WORKING RELATIONSHIPS
Detail the main working relationships that the post holder will be required to develop.
The post holder will maintain good working relationships with;
Members of staff at all levels
Facilities Supervisors/Team Leaders
Facilities Managers
External Agencies
Members of the public
Patients
Emergency Services
KEY RESULT AREAS
Excellent customer service provision
Liaise with the relevant managers for the preparation of month end reporting. Produce the necessary reports to substantiate the monthly performance statistics.
After training being fully conversant with the Major Incident Procedure.
Making decisions regarding service delivery and the priority of work.
Where conflicting priorities arise, assess the task and direct staff appropriately within guidelines and protocols.
GENERAL
All employees are subject to the requirements of the Health & Safety at Work Act.
The post holder is required to ensure that as an employee, his or her work methods do not endanger other people orthemselves.
All employees are subject to the requirements of the Data Protection Act and must maintain strict confidentiality in respect of patients and staffs records.
All employees must comply with the Trusts Equal Opportunities Policy and must not discriminate on grounds of age, colour, race, nationality or ethnic origin, religion, belief, gender, marital status, sexuality, disability, trades union membership (or non-membership) or political affiliation, or any other grounds which cannot be shown to be justifiable
Person Specification
Customer Service
Essential
Desirable
Customer Service
Essential
Desirable
Customer Service
Essential
Desirable
Customer Service
Essential
Desirable
Person Specification
Customer Service
Essential
Desirable
Customer Service
Essential
Desirable
Customer Service
Essential
Desirable
Customer Service
Essential
Desirable
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).
