Band 2 Receptionist

5 months ago

Birmingham, United Kingdom University Hospitals Birmingham Full time

**Job summary**:
We are looking for a friendly and professional receptionist to join our team at Heartlands Hospital, working shifts Monday to Sunday as part of a shared 7 day rota.

As a receptionist, you will be the first point of contact at the main hospital entrance, providing exceptional customer service and ensuring a positive experience for all patients, families, carers and visitors. You will be part of the Patient Relations Team, providing information, advice and signposting.

**Main duties, tasks & skills required**:

- Liaising by telephone or in person with clients, colleagues, and other healthcare professionals in a positive, friendly, calm, and sympathetic manner, using good judgement to identify requirements in order to pass on information correctly or take appropriate action.
- Meeting and greeting people at the main entrance reception desk in a welcoming and friendly manner
- Supporting patients, families, carers and visitors to resolve enquiries
- Helping people with directions and way findings so they can get to where they need to be with ease
- Providing accurate information on hospital functions, facilities, locations and services
- Providing assistance to patient who require additional support e.g. wheelchairs
- Providing clear directions and assistance to people who need help getting to the right location
- Deal with feedback, complaints and concerns calmly and supportively
- Assist with Patient Relations administrative tasks as needed

**About us**:
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

**Job description**:
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*

**Person specification**:
**Qualifications**:
**Essential**:

- GCSE in English and Mathematics (or equivalent).
- Basic keyboard skills /customer services role.

**Desirable**:

- Good general education

**Experience**:
**Essential**:

- Experience of dealing with the Public/ Customer service experience.
- Experience of working with a range of Microsoft Office packages (e.g. Word, Excel and Outlook).
- Experience of using IT systems.
- Experience of working in a customer care environment.

**Desirable**:

- Experience of working in Healthcare.
- Experience of working in a reception environment

**Additional Criteria**:
**Essential**:

- Good communication / customer care skills both written and verbal demonstrating sympathy and compassion.
- Standard keyboard / IT skills.
- Good organisation skills and ability to multitask.
- Good time management skills.
- Ability to deal professionally with enquiries from staff, service users and stakeholders.
- Ability to problem solve.
- Ability to pay attention to detail where there are predictable interruptions to the work pattern.
- Ability to deal with stressful situations and sensitive issues.
- Ability to work flexibly to participate in rotas to provide a seven day service, including weekends and bank holidays to meet the needs of the service.
- Respectful and Compassionate.
- Flexible, Reliable and Punctual.
- Approachable.
- Able to travel to other trust sites if required

**Disclosure and Barring Service Check**:

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