Customer Services Officer

Main area Customer Services Officer Grade NHS AfC: Band 2 Contract Permanent: “Please note this service is subject to a tender process, therefore employment may require a TUPE” Hours Part time - 26 hours per week (Wednesday 12.00am – 7pm Plus one Saturday per month 9.Employer Midlands Partnership University NHS Foundation Trust - Inclusion Services Employer type NHS Site Haymarket Health Town Leicester Salary £22,383 PA Salary period Yearly Closing 18/06/2024 08:00 Customer Services Officer NHS AfC: Band 2 An exciting opportunity has arisen for a permanent part time position within our Customer Services call centre team. They must be non-judgemental in their approach, with a good understanding of data protection and confidentiality. The successful post holders will be first point of contact within our call centre, booking appointments, dealing with queries and signposting to other partners. Reception cover is also required when needed. We receive up to 4000 calls a month therefore experience within a call centre setting or similar environment is essential with the ability to be clear and concise. Service opening times are Monday to Friday 8.00 am – 7pm and Saturday 10.Plus one Saturday per month 9.Providing a full range of customer service duties To provide a first point of contact for all service users and carers, via: Meet and greet service users and supporting their access and use of the self-managed care options Providing a telephone service to all service users, book appointments using the Inform EPR system and signposting to other spokes and services Taking other phone calls, as appropriate, accurately recording messages and ensuring they are passed on appropriately ~ To support the clinical provision of care at clinics by assisting with the preparation of patients prior to clinical procedures and chaperoning as requested To be courteous, friendly and having a helpful manner to all service users To provide efficient record keeping both electronic and written in accordance with Trust policies To input data onto, or to cleanse data from, the Inform system or any other system as required To communicate with all disciplines regarding sensitive and confidential information provided by the service Maintain patient/client records in accordance with Information Management policies, updating/amending demographics and clinic details on the Inform system where necessary. Paper clinical records may need to be prepared, retrieved and filed for some services. To provide cover for colleagues across all clinics in the event of absences Midlands NHS Partnership Foundation Trust (MPFT) is an experienced provider of sexual health services delivering services across Leicester, Leicestershire and Rutland, Stoke and Staffordshire, Shropshire and Telford and Wrekin. We have designed our integrated service model around a life course approach illustrating the wide range of services and programmes offered by the service to support the delivery of universal, primary and secondary levels of care. The service model is based on a “Hub and Spoke” system supported by targeted outreach to vulnerable groups. The service user’s initial point of contact is through a variety of routes, depending on the needs and preferences of the individual followed by signposting to the most appropriate level of care required. A central Single Point of Access 0300 telephone number Clinic based kiosks By joining MPFT you will become part of a team who are empowered and supported to deliver care in a way which is consistent with our values: Empowering people to improve care and wellbeing Delivering better health, better care in partnership

CUSTOMER SERVICES OFFICER

INTEGRATED SEXUAL HEALTH SERVICE

A = Application I = Interview R = References T = Testing

QUALIFICATIONS & TRAINING

• GCSE English and Maths grade C or above or equivalent experience
• NVQ Level 2 in Customer Service or equivalent qualification or equivalent knowledge gained through relevant experience
• Demonstrate a commitment to further training and development commensurate with the grade

ECDL/CLAIT or equivalent work experience to the competency level of ECDL Experience of using computer based information systems in an office environment

• Ability and experience of using IT systems including Microsoft Office and Outlook and have accurate and competent keyboard skills
• Previous experience of working in a call centre environment or using a very busy telephone system

Knowledge of office policies, procedures and practices Commitment to excellent customer service and achievement of high quality service

• Flexible approach – demonstrating ability to respond positively to changes in allocation of work at short notice to set deadlines
• Able to travel within a geographical location to meet the requirements of the post
• GCSE English and Maths grade C or above or equivalent experience • NVQ Level 2 in Customer Service or equivalent qualification or equivalent knowledge gained through relevant experience • Demonstrate a commitment to further training and development commensurate with the grade

• ECDL/CLAIT or equivalent work experience to the competency level of ECDL The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. #