Helpdesk Call Operator

7 days ago

Canterbury, United Kingdom 2Gether Support Solutions Full time

As a wholly-owned subsidiary of one of the largest NHS Foundation Trusts in the UK, East Kent Hospitals University NHS Foundation Trust, 2gether Support Solutions prides itself on the delivery of high-quality Facilities, Property and Estates, Procurement, Equipment Management and Professional services.

We put customer service and quality at the heart of everything we do across all of our areas of expertise, from Cleaning and Catering to Mechanical and Electrical Engineering.

Encompassing five Hospitals across East Kent, (William Harvey Hospital in Ashford, Queen Elizabeth The Queen Mother Hospital in Margate, Buckland Hospital in Dover, Royal Victoria Hospital in Folkestone; and Kent and Canterbury Hospital in Canterbury), we are working hard to become an employer of choice by improving pay, and providing opportunities for learning and development in the workplace for all of our employees.

We are looking for outgoing customer focused people to join our vibrant Helpdesk and Switchboard Team.

This is a **full time** role working 37.5 hours per week on a rolling rota, therefore applicants will need a certain amount of flexibility to attend the designated shifts. This opportunity is fixed term for 6 months; we may have permanent opportunities in the future. The salary is £19,358 per year.

You will assist us in providing an efficient and effective operator service to all callers to 2gether and the Trust (EKUHFT), during your work you may deal with emergency situations and therefore you will need the ability to respond quickly whilst retaining the ability to follow procedures in an efficient and accurate manner.

One of our primary aims in this role is to provide a helpful and professional service to our customers in order to maintain a safe and welcoming hospital environment. You will act as part of a central point of contact that provides an efficient, tailored and courteous first line support service to patients, members of the public and staff. You will need excellent communication skills and the ability to adapt to varying calls. You may also from time to time engage with distressed or vulnerable callers that will look for guidance and signposting so you will need the ability to adjust your approach accordingly to maintain respect, dignity and professionalism whilst showing empathy and consideration.

**Key Responsibilities**:

- Deliver exceptional support to patients, staff and external callers.
- Find solutions and use initiative whilst demonstrating we care about each and every call.
- Respond to enquires through various channels.
- Strong affinity with IT systems, able to use confidently to respond to queries, manage systems to ensure timely delivery of service requirements and also holding the ability to update records, rota’s and important information as needed by the operation.
- Able to perform under pressure by responding to Major Incidents, Emergency calls, Fire Alarms, or Business Continuity incidents within pre-determined guard rails and execute when required documented and rehearsed plans which can include sending sensitive messaging, delivery of escalations, forwarding media enquiries and interacting with colleagues at all levels of multiple organisations as and when these situations arise.
- Responsible for answering all enquiries pleasantly, efficiently and effectively with patients, staff and public on the telephone in line with departmental standards and deal with problems as they arise.
- Ensure service requests are logged into relevant systems in line with current process and procedure with accuracy and efficiency to reduce the need for re-work or delays to delivery.
- Proactively monitor systems that manage work flow to different teams within 2gether to ensure tasks remain within SLA and matched with the right team or operative when required.
- Comply with company policies and procedures and to adapt to operational changes as they are implemented.
- Assisting with Non-Patient transport and Car parking enquiries outside of core operational hours.
- Escalate non-standard issues to the relevant Team Leader or Manager.
- Carry out any other administrative duties as may be allocated by the Team Leader/Manager.
- Previous call handling experience would be an advantage.
- ‘Think Customer First, in all that you do’
- Excellent communication skills.
- Calm and concise when working under pressure or in an emergency situation.
- Good IT skills with the ability to learn new systems and processes quickly.

Our Values:

- We pull together as one team to make a difference
- To deliver great support to patients and staff
- We find solutions, care about what we do and you can trust us
- We are proud of our work and know what we are here to do

Our Benefits:

- 25 days annual leave as standard plus bank holidays, and the opportunity to buy or sell up to 10 days annual leave each year
- Company pension
- Training and development opportunities including BICS courses, various management courses,

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