Customer Service Administrator Norwich, England
Job description
Norfolk and Suffolk NHS Foundation Trust provides child and adult mental health services, learning disability, wellbeing, older people's and eating disorder services across Norfolk and Suffolk.
At any one time, around 23,000 people in Norfolk and Suffolk are receiving care and attention from the Trust. We believe in whole life care - seeing people in the context of their whole lives, understanding the importance of good physical health, friends, family, spirituality, culture, home, work, education and a sense of purpose and achievement to experience good mental health.
Nearly 3,200 full and part-time practitioners care for our service users in hospitals, in the community and in their own homes, whilst an additional 900+ staff provide non-clinical support, including cleaning, delivering supplies, ward administration, information technology, human resources and financial services.
We are committed to equality, diversity and inclusion and want to reflect the diversity of our local communities within our teams. We welcome applications from all talented individuals with the relevant qualifications, skills, knowledge and experience.
We are committed to delivering quality driven mental health services. Every individual makes a valuable contribution. We are proud of our staff who have been commended for the care they provide. Do you value working positively, respectfully and together? If so, we’d love you to join us!
We will consider flexible working arrangements for our roles, please indicate in your application if this is something you require
JOB DESCRIPTION/PERSON SPECIFICATION
Please read the job description/person specification carefully and ensure your application reflects the knowledge, skills and experience needed.
YOUR APPLICATION
It is important that you complete a formal application form as CV’s alone will not be accepted.
TWITTER - The Trust now has it's own Twitter account for recruitment. Follow us on @NSFTjobs
PLEASE NOTE: If you use a hotmail, msn or yahoo e-mail account, you will need to check your "junk" mail regularly as these email providers will divert any communication from this Trust/NHS JOBS straight into your " junk" inbox.
Job overview
Customer Service Administrator
A wonderful opportunity is presented to join the Customer Service Team as one of two administrators. This role presents a unique opportunity to join this small team with a strong team ethos and a positive outlook for the future.
The team has made significant progress in the development of a proactive and accessible response to the enquiries and issues of concern or complaint that arise from service users and significant others. The post is vital to the smooth running of the team and will provide efficient and effective administrative support to ensure all enquiries are logged and updated to provide good quality information and data for Trustwide use.
We hold common aspirations as a team and are committed to highlighting and systematising the learning opportunities provided in the feedback received from complaints. We have a strong and supportive team ethos, informed by a compassionate approach and a motivation to contribute to improvements for users of our services. We welcome applicants with an understanding of the patient, service user, family and carer perspective, which may come from personal lived experience and/or work experience.
Main duties of the job
The post holder will;
- provide administrative support for the Customer Service Team processes within the Trust
- provide secretarial support to the team as required, including arranging team meetings, agendas and minute taking.
- work collaboratively with your fellow administrator to support the effective day-to-day running of the team
- maintain and update contacts primarily using the Datix system
- manage electronic and postal communication
- extract data for reporting purposes
- be confident in Microsoft and database systems and be able to communicate effectively by phone and email.
- share a set of values that demonstrate utmost respect and empathy and project a positive and professional manner to everyone who comes into contact with the team.
The post holder will be organised, logical, flexible and enjoy working within a busy team. We are looking for an experienced administrator, preferably with previous experience of working in an office environment to be part of an effective and efficient team.
Working for our organisation
Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.
Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established nursing networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.
Why Norfolk and Suffolk? The people here are warm and welcoming, you’ll never be far from the beautiful coastline or Broads National Park. We’re an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.
Detailed job description and main responsibilities
Some of the benefits you can expect:
- NHS pension
- a comprehensive in house & external training programmes
- career progression
- starting annual leave of 27 days per annum increasing to 33 days pa based on length of service (plus paid bank holidays)
- staff physio service
- NHS discounts and many more
Interview dates are yet to be set; you will be contacted via email and invited to book a time. These emails may go to your SPAM, so please keep checking all your emails if applying.
Please visit our Facebook and Twitter page @NSFTjobs
Person specification
Qualifications
Essential criteria
- NVQ 3 Business Administration or equivalent or working towards
- NVQ 2 Customer Services or working towards
Experience
Essential criteria
- Understanding and experience in a full range of secretarial procedures and systems gained through practice at intermediate level
- Working under pressure
- Working on own initiative with minimal supervision
Desirable criteria
- Knowledge of complaints process
Skills
Essential criteria
- Interpersonal skills including taking a proactive diplomatic approach and ensuring confidentiality at all times
- Ability to co-ordinate and prioritise management diaries
Knowledge
Essential criteria
- Working knowledge of Microsoft packages or equivalent
Desirable criteria
- Knowledge of NHS Trust policies and procedures
- Establishing / reviewing administrative systems
EQUAL OPPORTUNITIES
Apart from its legal duties in relation to equality and diversity, the Trust recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion or belief.
Additionally, people with disabilities that fall under the Two Ticks - Guaranteed Interview Scheme will be offered an interview providing they meet the minimum criteria for the post (outlined in the Person Specification).
DISCLOSURE AND BARRING SERVICE CHECK (formerly CRB)
FOR POSTS WITH DIRECT SERVICE USER CONTACT - Please be advised that due to recent changes in the DBS Service, organisations no longer receive copies of DBS Disclosures – these are sent directly to candidates only. Therefore, it will be your responsibility, if successful, to ensure that this is taken to the appointing officer as soon as you receive it.
Alternatively, if you have subscribed to the update service, we will be able to check your status once we have your authority to do so.
The Trust has now introduced a DBS Update Service which is a contractual requirement. You need to subscribe when you have applied for your DBS clearance and there is a time limit to subscribe of 19 days after receipt of your DBS disclosure. Please ensure that this is completed within the set time scale.
This update service is an annual subscription at a cost of £13 to you. This will enable the Trust to have instant online access to your DBS record, with your consent, and so will remove the need for you to have to apply for this repeat check again.
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