Customer Service Operator
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Job summary
We are looking for an enthusiastic team player to join our friendly, professional and extremely fast-paced Customer Services Department.
This is an outstanding opportunity to join our fast-growing, forward-thinking Customer Services Switchboard Operators team who provide a high quality of service dealing with a very varied queries and urgent/emergency calls.
As a Customer Services Operator you would be expected to ensure that our patient/visitors' experience follows the Trust values, supporting and respecting our patients/visitors/staff at all times. Applicants will be expected to be excellent communicators, responsive, effective, calm and provide a courteous service in all circumstances during their shift.
Main duties of the job
Working in autonomy and supported by the MSE Head of Customer Services and and the Supervisor, the Customer Services Operator will provide an excellent level of service within a 7 week 365/24/7 staff rota across a varied shift pattern which includes all weekends, unsocial hours and public holidays including Christmas.
The ideal candidate should be able to demonstrate high standards of customer care to build caller confidence whilst ensuring an efficient call handling service, balancing performance, assist the department to cover sickness but also with excellent customer service delivery. There may be shifts that require lone working once the postholder is fully competent following extensive training and experience.
You will need to possess excellent literacy and good numeric skills, be confident and able to work under pressure whilst remaining polite and courteous at all times, as these are essential requirements for the role. Punctuality and adherence to the department code of conduct are essential. Knowledge of Information Technology (Microsoft Packages) keyboard skills and Patient Administration System, would be beneficial too.
This vacancy will be for the Southend Site, however there may be circumstances that you may have to cover another site.
About us
With a workforce of approximately 15,000 staff, we can now do more and go further in delivering health services to our local communities.
Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.
Patients will experience improved care as well as fewer delays and cancellations. We are able to provide more once-in-a-lifetime specialist care region-wide. With our new trust size will come more opportunities for development, research, networking and innovation.
We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.
Details
Date posted
31 January 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,071 to £25,674 a year Pro-Rota
Contract
Permanent
Working pattern
Part-time
Reference number
390-EFM-SO-0792
Job locations
Southend Hospital
Westcliff
SS00RY
Employer details
Employer name
Mid and South Essex NHS Foundation Trust
Address
Southend Hospital
Westcliff
SS00RY
Employer's website
https://www.mse.nhs.uk (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Supporting documents
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