Telephonist / Administrator
Values Based Screener
At Hertfordshire Partnership Foundation Trust we are looking for people to join us who share our values and those of the NHS. Before your application can be considered please take part on our online values questionnaire, which you can find below.When you have finished you will be sent a 'completion code' by email, which will be valid for 6 months and required to submit your application form.
http://hpft.recruitforvalues.com/
Job overview
The post holder will be responsible for providing a telephonist support service at The Marlowes.
The post holder will be required to work with minimal supervision, using their proven excellent customer service skills to answer and redirect all calls coming to The Marlowes.
The post holder will be the first point of call for service users, carers and other external providers contacting the Trust and therefore it will be imperative that the Trusts’ values are an inherent part of all they do.
Main duties of the job
DUTIES AND RESPONSBILITIES:
To answer and redirect all telephone calls coming into The Marlowes efficiently and appropriately.
To maintain and update telephone system.
To input into Paris (computerised service user records) if required.
To ensure that all messages are relayed timely and efficiently to the correct person.
To provide an admin function to the team in support of the job role.
Working for our organisation
Hertfordshire Partnership University NHS Foundation Trust (HPFT) is an outstanding organisation with ambitions to match. We are one of just five mental health trusts to achieve an overall rating of ‘Outstanding’ from the Care Quality Commission, and our aim is to be the leading provider of mental health and specialist learning disability services in the country.
Our family of over 4000 members of staff provide health and social care for over 400,000 people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, and Norfolk, delivering these services within the community and several inpatient settings.We also deliver a range of nationally commissioned specialist services including Tier 4 services for children and young people, perinatal services, plus medium and low secure learning disabilities services.
The care we provide makes a fantastic difference to the lives of our service users, their families and carers - everything is underpinned by choice, independence and equality, with our Trust values embedded throughout:
Our Trust values are:
Welcoming. Kind. Positive. Respectful. Professional.
These values are at the core of who we are, everything we do, and how we do it!
Would you like to be part of the HPFT family? Would you like work with us to ensure our service users live the fullest lives possible they can? Would you like to be supported in your career to be the best that you can be?
Detailed job description and main responsibilities
The post holder will develop good working relationships with managers and colleagues within , with other The Marlowes staff across the Hertfordshire Partnership University NHS Foundation Trust and outside agencies.- The post holder will also communicate with service users/carers where the subject of the conversation may require the post holder to deal with sensitive and/or contentious information. To effectively make use of communication skills and to manage constructively any barriers to communication.
- Using judgement and initiative to ensure that calls, messages and/or queries are dealt with efficiently and timely.
- Chasing actions, outputs and outcomes.
- Handling queries from colleagues and others connected with the services.
- Keep data/information systems up to date and stores information correctly and safely.
- To maintain filing systems as needed To help with general office administration: such as lone working tracking and other duties as needed.
Person specification
Qualifications
Essential criteria- Good level of education/GCSE incl. English Language
- Good level of numeracy
- Good IT Skills
- NVQ II or equivalent, or willing to work towards this qualification
Experience
Essential criteria- Interpersonal skills
- Ability to apply discretion as and when required.
- Substantial experience of working in a health care/mental health care/ office environment.
About us
Hertfordshire Partnership University NHS Foundation Trust (HPFT) is rated by the Care Quality Commission as an Outstanding provider of mental health and learning disability services. In 2021, we won the prestigious Health Service Journal award for Mental Health Trust of the Year, with the judges saying they were “blown away” by our people’s achievements and that everything they saw “sings and hums”.This year, our staff rated us the 4^th best mental health and learning disability trust to work for out of all 52 trusts in the country. Our staff tell us that they are proud to be part of the HPFT team, proud of the standard of care we provide and proud that service users are our top priority.
Our people tell us they feel supported though a great development, wellbeing and work-life balance offer and a highly compassionate, values-driven culture. We are equally proud of our staff, who live our values of being welcoming, kind, positive, respectful and professional so that together we provide great care and great outcomes for our service users and carers.
If you would like to join a team to be proud of and you share our values and passion for great care and outcomes for our service users and carers, we would love to hear from you.
Additional Information
HPFT is committed to being an equal opportunities employer and in order to reflect the diversity of its population, positively encourages applications from all areas of the community. We aim to be a representative organisation with regards to age, disability, ethnicity, gender, beliefs and sexual orientation and are fully committed to equality, diversity and human rights and encourage applications from all sections of the community including users of mental health services.
The Trust is committed to helping staff balance work and home life and welcomes applications from candidates wishing to work part-time or under flexible working arrangements.
Infection Control
All our staff will need to comply with current Infection Prevention and Control measures which could include wearing a mask on all our Trust sites and in all roles