Job description

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.

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 manner
when receiving and re-directing calls

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.

Our purpose is to provide ‘Caring at its best’ and our staff have helped us create a set of values that embody who we are and what we’re here to do. They are:

• 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 ‘Caring at its best’ 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.

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 or themselves.

All employees are subject to the requirements of the Data Protection Act and must maintain strict confidentiality in respect of patient’s and staff’s records.

All employees must comply with the Trust’s 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