Customer Services Advisor - London, United Kingdom - South London and Maudsley NHS Foundation Trust

South London and Maudsley NHS Foundation Trust

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The post holder's responsibilities will include the provision of a robust Trust wide switchboard, meeting the needs of customers in line with the provisions of the IT Service Level Agreements (SLA) with the Trust.

The IT Switchboard services falls within the IT Service Management Department of IT which follows the ITIL standard of Service Management, empowering technology and process to ensure the users have the best possible experience and outcomes, both externally and internally for the Trust.

The post holder will assist in the provision of customer support, interfacing and maintaining business and supplier relationships.

To work, as required, to the Trust shift pattern.

To work providing a non-judgemental courteous and efficient service to clients, their families, outside agencies and other callers to the Trust.

To receive and direct telephone calls both internally and externally and to assist managers and supervisors in the training of new staff.

Career Progression pathways and development opportunities:
We are committed to get the very best out of our staff and support staff in their career aspirations.

We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties.

In addition, we offer ongoing training and development in conjunction with the BCS membership

To provide robust IT Switchboard and Estates & Facilities support, meeting the needs of customers.

Ensuring that data recorded on the IT Service Desk and Estates & Facilities systems are complete, accurate, valid and timely.

Updating the comments of actions to resolve logged calls as required to logs assigned.

Flexible working:

As one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage.

In this role you will be able to work Monday to Friday in the time frames from 8am to 6pm, giving you the very best of good work life balance.

About Us:

About our locations:

Maudsley Hospital(headquarters)

Our Trust headquarters is located at Denmark Hill less than 5 minutes from the train station (zone 2) and is within walking distance from the beautiful green spaces of Ruskin park and the vibrant high-street that offers great shopping opportunities and with a wide range restaurants.

Bethlem Royal Hospital

Bethlem Royal Hospital is based in a beautiful setting in over 200 acres of green space in the London Borough of Bromley, South East London.

The hospital has easy access to nearby main roads and have offers free parking. The site is within walking distance from of Eden Park and West Wickham overland stations.

To receive internal and external calls in a clear, calm and pleasant telephone manner providing a courteous and efficient service for the Trust.

Responding to telephone enquiries from clients, relatives, the general public and staff Trust wide and despatch them sensitively and non-judgementally to the correct destination.

To act as call centre for all emergency, including 999 calls, bleeps, District Nurses, on call senior staff for SLaM, Lambeth and Lewisham PCT, Rapid Response Team and Community Mental Health ON Call Nurses

To maintain accurate records of couriers taxis, post, international and emergency calls when booked.

To work as part of a team, providing cover during sickness and annual leave absence to ensure the efficient and seamless provision of IT Switchboard Services.

To assist with the training of all new staff

Report faults with external and internal lines and in the event of system failure ensure emergency standby procedure is put in place.

Provide directory enquiries for Trust by use of BT Disc, internet Google or paper directories

Update 'On Call' data and call sheets for all 'On Call' data personnel

Liaise with Medical Personnel and Postgraduate Department on staff appointments

Assist with updating database information as required by the trust.

Undertake training and development programmes as required

Provide a high quality service at all times.

To be aware of all relevant new guidance, policies and procedures and communicate any feedback via the IT Switchboard Supervisor as appropriate

Maintain the highest standards of confidentiality for IT Switchboard customers and staff information.

Any other tasks as defined by the IT Switchboard Supervisor

Work within the requirements of the Trust policies at all times especially:
Health & Safety,Fire Regulations and Procedures, Security and Care of Property, Respect and Confidentiality

Equal Opportunities Policy, Data Protection Act, Roles and Resp