Customer Services Officer

Job description

Job responsibilities

JOB SUMMARY

The Customer Services function provides a single point of access to service users, carers, members and the public in accessing information about the Trust and its services. Customer Services signposts enquiries as appropriate, and facilitates the speedy and effective resolution of issues, including complaints resolution. This is done in collaboration with staff in the Care Groups (formally Business Development Units).

The team support service users and staff in ensuring a balanced and thorough approach to the investigation and resolution of concerns and complaints. The team supports the organisation to gather insight regarding service user experience and to use that feedback to enhance and improve the service offer.

KEY RESULT AREAS:

• Provide information to service users, carers, members and the public about Trust services and to signpost to other organisations and support networks as appropriate.

• Liaise with and refer people to independent and statutory advocacy services.

• Publicise and promote the Customer Services function to people using Trust services, carers, trust staff, members and the general public.

• Support staff to promote the Customer Services function in their area of work.

• Support the Customer Services Manager in the delivery of training for staff and induction of new starters in the Trusts Customer Services ethos and best practice.

• Support staff working in the care groups and other support functions to value feedback, to encourage local resolution of issues, to respond effectively and efficiently and to look to embed learning in future practice.

• Respond to enquiries following established Customer Services practices. Liaise effectively with complainants to agree desired outcomes, to manage expectations and to negotiate and agree time frames for response.

• Facilitate the resolution of issues working with staff in appropriate services, including support at meetings with complainants.

• Maintain regular contact with complainants and staff until complaints are resolved satisfactorily.

• Draft response letters from the information within the Trusts complaints investigation toolkit.

• Ensure clear and concise record keeping in accordance with Customer Services practice. Record all contact activity in the appropriate electronic database (currently DATIX).

• Manage own case load and provide timely reports on workload activity to the Customer Services Manager

• Identify and report any immediate risk issues to the appropriate service manager and the Customer Services Manager in a timely manner

• Support internal and external reporting regarding Customer Services activity, issues and trends, promoting an improved service user experience.

• Inform the Trusts communications team of any issues with the potential to attract media interest.

• Liaise with the Trusts Equality and Engagement team to promote wider involvement in membership to people who take the trouble to provide feedback on their experience of using services.

• Support the Trusts commitment to progressive employment practices and Investors in People (liP) Standards.

Trust Values:

The Trust is committed to ensuring the highest standards of care and treatment and expects that all staff treat people e.g, service users, their carers, relatives, friends, colleagues, visitors etc, with dignity and respect at all time. The post holder must all time act in accordance with the Trusts Values:

Honest, open, transparent

Respectful

Person first and in the centre

Improve and be outstanding

Relevant today, ready for tomorrow

Families and carers matter

Safeguarding:

Report any concerns regarding the safety or well-being of children, adults service users, members of their families etc, in accordance with Trust Policy.

Prevent and respond appropriately to abuse and understand own role in this by undertaking Safeguarding training.

Trust policies and commitments to be read in line with the relevant Trust Policy:

All staff employed by the Trust must comply with the Trusts policies and procedures, undertake appropriate training required for their role and commit to:

ensure they are aware of the Whistle-blowing Policy and how they raise concerns;

maintain confidentiality, in line with the Trusts Confidentiality Policy and Code of Conduct;

understand their personal responsibilities with regards to data quality for any information which they create, use or process in accordance with the General Data Protection Regulation (GDPR), The Data Protection Act 2018 (DPA) and Trust Data Protection policy;

comply with the provisions of The Trusts Health and Safety Policy and Protocol. Ensuring their own safety and that of colleagues, service users and visitors. Know the action to be taken in the event of a fire and must undertake fire training annually;

receive supervision in line with the Trusts Supervision Policy and an annual Appraisal in line with the Trusts Appraisal Policy, during which mandatory, role specific and personal development needs should be identified and agreed;

understand their responsibilities under the Trusts Equal Opportunities in Employment Policy and ensure that they adhere to the provisions of the policy;

recognise, respect and support the equality diversity of staff, colleagues, service users, carers and the public. Contribute to a working environment which promotes and responds positively to difference and diversity;

ensure they carry out their duty to safeguard and promote the welfare of children and young people under the age of 18 years, as issued under Section 11 of The Children Act 2004, by being familiar with and adhering to Trust safeguarding policies and participating in relevant training;

comply with their professional responsibilities to develop their practice and deliver care through a Clinical Governance framework (i.e. CPD, Audit, Supervision);

demonstrate, through practice and practical understanding, the importance of the continual development of individual, team and service wide quality improvement;

abide by relevant codes of professional practice, with the organisation taking action when codes of conduct are breached;

work flexibly to meet the needs of the service/organisation, whilst working within a culture of progressive employment practices and commitment to the Investors in People (IiP) Standards.

adhere to the Trusts smoke free policies, which prohibits smoking anywhere on Trust grounds;

being socially responsible by complying with measures that support the Trust in reducing or offsetting our environmental impact;

Identify and report risks, hazards, incidents, accidents and near misses promptly;

In addition to the Trusts own responsibilities under the Health and Social Care Act 2008, Code of Practice on the prevention and control of infections and related guidance, for your safety, ALL staff (and contractors) are responsible for ensuring their work adheres to this Code in the delivery of safe patient care.

This job description is an outline of the main duties of the post. The post holder will be required to undertake other duties commensurate with the band as directed. The content of this post will be reviewed in consultation with the post holder when necessary and in line with the service developments.

For full details of the role please see the supporting documents attached.

Person Specification

Experience

Essential

• Substantial experience working in Financial Services sector, HR, Complaints or clinical governance, which includes experience of the following -
• Demonstrate and understanding of organisational change.
• Evidence of working with the public.
• Experience of dealing with potentially volatile situations.
• Experience of using Datix Computerised Systems or equivalent system.
• Experience of developing and maintaining effective internal and external networks.
• Ability to maintain accurate electronic and paper records.
• Experience in report writing and ability to analyse information and identify key issues.

Desirable

• Experience of delivering presentations and or training information.

Special Knowledge and Skills

Essential

• Knowledge and understanding of the NHS complaints procedure.
• Knowledge and understanding of the role of the Patient Advice and Liaison service.
• Practical understanding of confidentiality issues, including both patients and staff aspects.
• Clear written and verbal communication skills.
• Strong investigative and analytical skills.
• Excellent letter and report writing skills.
• Demonstrable ability to analyse national policy issues and to present advice and guidance in an easily understood way.
• Well organised with attention to detail.
• Ability to work to tight deadlines and prioritise workloads.
• Effective keyboard skills and experience of using database applications and office software packages.

Desirable

• Ability to identify requests for information under the Freedom of Information Act.
• Ability to identify Vulnerable adults issues.
• Ability to identify child protection issues.

Physical Attributes

Essential

• Ability to undertake the duties and demands of the post.
• A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy).
• A Current driving licence and access to a car during the working day is essential (reasonable adjustments will be considered for any applicants who are unable to drive due to a disability).

Qualifications

Essential

• Educated to degree level or equivalent level of knowledge and experience.

Desirable

• Qualification in health and social care.

Personal Attributes

Essential

• Self motivated with the ability to inspire others.
• Able to work with people who may be distressed and under pressure either by telephone or face to face.
• Able to think objectively whilst working under pressure.
• Excellent interpersonal skills and ability to engage effectively with individuals at all levels.
• Good presentation skills.
• Highly developed negotiating, influencing and conflict resolution skills
• Diplomacy.
• Good listening skills.

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.

Employer details

Employer name

South West Yorkshire Partnership NHS Trust

Address

Block 10 Fieldhead Hospital

Ouchthorpe Lane

Wakefield

WF1 3SP

Employer's website

https://www.southwestyorkshire.nhs.uk (Opens in a new tab)