Senior Contact Centre and Facilities Helpdesk - Tolworth, United Kingdom - South West London and St George's Mental Health NHS Trust

South West London and St George's Mental Health NHS Trust

Verified Company

Tolworth, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The post holder will play an active role in assisting the Contact Centre and Facilities Help Desk Team Leader in creating, sustaining, and managing the administrative telephony systems in the Contact Centre and in answering calls from Service Users, Professionals and Staff.

The post holder will deputise for the Contact Centre and Facilities Help Desk Team Leader responsibilities during any absences.

The main purpose of the Contact Centre is to support a combined team focussing on triaging calls across the 5 boroughs of the Trust including Clinical Teams, Wards, Corporate Services, Facilities, and IT.

- triage of all calls coming into the Trust
- rescheduling Service User appointments at the request of the service user or on behalf of the Trust.
- acting as a point of entry for GP enquiries.
- support staff with low level IT enquiries
- support staff in logging Facilities requests via the MICAD portal

There is reliance on the post holder to undertake a wide and varied number of duties to ensure that the work of the department is managed as effectively and efficiently as possible.

The post holder will deputise for the Contact Centre Team Leader in their absence and assist with the day to day running of the Contact Centre and Facilities Helpdesk.

The post holder should possess management skills that will enable them work and allocate task to team members as well as supervise to ensure the completion of sure tasks.

The post holder will take calls and triage them and monitor call volumes and the various contact channels e.g., Support Centre Mailbox and Mi-CAD Portal and ensure that incoming tasks are addressed.

They will work alongside with the team leader to ensure that training is delivered to the team and that annual leave are taken in timely manner.

We are Proud to Belong at South West London and St George's Mental Health NHS Trust.

We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health.

The Care Quality Commission already rates our services as 'good' - we aspire to be 'outstanding'.

This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together.

We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world.

More developments are planned across our sites and services.

We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co-produce and involve our local communities in all that we do.

We offer flexible working, career development and a variety of benefits to enable a positive, welcoming environment in which our people and their careers can thrive.

Come and join our inclusive teams and help our patients on their recovery journey.

To oversee and ensure that all telephone enquiries are handled promptly, politely and sympathetically, ensuring that all messages are passed on to the appropriate person in a timely and accurate manner which may often involve dealing with difficult and distressed callers on the phone.

To support in auditing international call connections and to update Heads of Service when required.

Support in ensuring the Contact Centre and Facilities Help Desk Operators are trained in customer care and brief interventions.

Support the IT Service Desk in instances of high demand Senior Contact Centre and Facilities Help Desk Operator

Support the Contact Centre and Facilities Help Desk Team Manager in ensuring Contact Centre and Facilities Help Desk Operators are trained and able to seek advice and support with regard to escalating concerns about an individual caller.

Taking appropriate action where necessary. Ensuring that the recording of the call is sent to the responsible clinician

Escalate emergency bed management calls to the Acute Care Co-Ordination Centre Manager

To ensure the Contact Centre and Facilities Help Desk Operators are conversant with and follow the Trust's procedures in respect of Emergency 4333, Fire, Major Incidents and Alarms.

To ensure the Contact Centre and Facilities Help Desk Operators are familiar with all duty lists of 'on-call' staff.

To ensure the Contact Centre and Facilities Help Desk Operators are trained in operating the internal and external paging systems

To establish and maintain effective, accurate and where appropriate, confidential filing systems, ensuring files and specific information can be easily retrieved.

To demonstrate a high level of discretion and confidentiality while ensuring that responses to deadlines are met.