Customer Service Administrator

Here at East and North Hertfordshire NHS Trust,

Our mission is: Providing high-quality, compassionate care for our communities

Our vision to 2030 is: To be trusted to provide consistently outstanding care and exemplary service

Job overview

We are recruiting for a Customer Service Administrator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

You will be working in a team of customer service administrators that provide an excellent standard of customer care, and administrative duties to enable the delivery of high-quality occupational health and wellbeing services.

The role includes reception and call handler duties, maintaining accurate confidential health records, arranging appointments, general administrative tasks and participating in the promotion workplace wellbeing. You will be expected to travel across sites on a rota basis this includes Hertford County, Lister, and remote working.

Our Values are Include, Respect, and Improve. It is important that you understand and refer to our values during your recruitment process and beyond!

Main duties of the job

Provide a helpful service as the first point of contact for employees, managers, colleagues and potential new customers, signposting people to other team members, clinicians, or alternative services if appropriate.

Communicate clearly, calmly and politely to a range of employees and employers in the clinic reception, at wellbeing events and on the telephone.

Maintain confidential occupational health records using an electronic record keeping system, inputting, and accessing records accurately in accordance with standard procedures.

Monitor email enquiries from several email accounts, provide timely responses correctly identifying when to forward enquiries to other team members, clinicians, or services as appropriate.

Participate in the promotion and delivery of wellbeing events and annual flu campaign including participating in the development of posters, leaflets, and intranet pages.

Assist in the local induction, training, and support of new employees in the Health at Work team.

Please note full and part time opportunities will be considered.

Working for our organisation

At East and North Hertfordshire NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

The Lister Hospital, Stevenage

New Queen Elizabeth II (New QEII), Welwyn Garden City

Hertford County, Hertford

Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.

We understand that finding and starting a new job is an important life decision. If you need reasonable adjustments for a disability, or a life event, such as menopause - so that we can consider your application fairly & to get the best out of you during the selection process, please let us know.

We are committed to a positive work life balance for our employees. Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen

Detailed job description and main responsibilities

Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.

Person specification

Experience

• Communicating clearly and effectively
• Answering telephone calls with care and efficiency
• Accurately inputting and accessing information electronically

• Working in an Occupational Health setting
• Undertaking reception duties
• Arranging appointments
• Taking meeting notes
• Meeting deadlines and targets

Education

• Educated to GCS level or equivalent

• Evidence of continued development
• Customer service training

Skills

• Providing a high standard of customer care
• Communicating politely, sensitively and professionally
• Accurate data inputting
• Able to work efficiently and calmly in a busy environment
• Good time management skills, organised and self motivated

• Use of cority, occupational health records system

Knowledge

• The importance of maintaining confidentiality
• Use of Microsoft Word, Excel and Outlook

• An understanding of workplace wellbeing issues

Our values

We want our staff to believe in, demonstrate and live our values in everything we do.

Include

We value the diversity and experience of our community colleagues and partners, creating relationships and climates that provide an opportunity to share, collaborate and grow together.

Respect

We create a safe environment where we are curious of the lived experience of others, seek out best practice and are open to listening and hearing new ideas.

Improve

We are committed to consistently delivering excellent services and continuously looking to improve through a creative workforce that feels empowered to act in service of our shared purpose.

Committed to our Community

In particular we encourage applications from candidates with disabilities, and candidates from Black, Asian and Minority ethnic (BAME) backgrounds who are currently under-represented in various parts of our workforce .

We understand the importance of balancing work and home life. We are committed to support flexible working for our staff wherever possible and all our employees are given the opportunity to discuss potential for flexible working.

We are proud to be a Disability Confident employer and achieved our status in 2019.

We will remove barriers that prospective candidates might face at any stage of our recruitment process. If you have a disability and would like the advert in an alternative format, or would like to talk about how we can adjust the interview process to best support you, please contact us by emailing [email protected]

We are also proud to support our UK armed forces by supporting Reservists, Cadet Instructors, Veterans and military spouses/partners into employment and offering supportive policies that value their contribution to the community and to our Trust.

Our approach is inclusive, recognizing diverse challenges and creating a supportive environment where carers feel valued.

When you apply...

Please note that vacancies may close prior to the advertised closing date in certain circumstances. Please ensure that you make your application as soon as possible.

All correspondence relating to vacancies will be via the e-mail address you have provided on your application form. Some servers automatically send e-mails to your junk mail so please check as well as your inbox.

As a publicly funded employer, we need to ensure we utilise our funds responsibly, this may mean we are unable to support sponsorship required to gain the right to work for particular positions. We strongly advise you to contact the line manager or a member of the Resourcing Team before applying to confirm if we will be able to support with sponsorship for that post.

King's Trust Support

Please contact Enquiries.H&[email protected] for support.

Secondments/Fixed term

Where a vacancy is advertised as a temporary position, the duration will be specified in the advert. If the vacancy becomes permanent towards the end of the specified duration, the successful applicant may not be required to re-apply and can be slotted into the role on a permanent basis if appropriate.

If you are an internal applicant applying for a temporary working arrangement, please see the attached notes on secondments.