Operational Support Desk Assistant

4 days ago

Winchester, United Kingdom South Central Ambulance Service NHS Foundation Trust Full time

As a Support Desk Assistant (Logistics) for OSD, you will work as part of a team to provide an effective and efficient support desk service to frontline operations and non-emergency patient transport services. You will be required to liaise with other departments across the Trust and externally to support the provision of fully operational frontline vehicles, adhering to Service Level Agreements (SLAs) outlined in liaison with Scheduling & Planning.

The Operational Support Desk (OSD) has an exciting opportunity for a passionate and enthusiastic individual to join our team of Support Desk Assistant (Logistics) based in Otterbourne. Excellent communication and analytical skills are key to being a successful member of our team.

Do you have experience of working in a customer service focused environment and geographical knowledge of Berkshire, Buckinghamshire, Hampshire and Oxfordshire? Are you interested in working in a busy department where no two days are ever the same? Are you an analytical person who can "think outside the box" to ensure the supply of frontline resources/vehicles across our four counties? If the answer to these questions is Yes then this could be the perfect role for you

You must be willing to commit to working 12-hour shifts on rotation to ensure 24/7 coverage. Shifts are a mixture of 0600-1800 and 1800-0600 to include bank holidays and weekends as required.

The role is based at our Southern House headquarters in Otterbourne, Winchester.

The role is NHS PayScale Band 3, any unsocial hours will attract unsocial hours payments based on section 2.

**Benefits we offer**:

- Expert training and support from our dedicated in-house education team.
- Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
- Enrolment into the NHS Pension Scheme.
- Access to continual professional development and opportunities within SCAS and the NHS.
- Occupational Health support along with an Employee Assistance Programme.
- NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.

About Us

South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.

The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.

We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.

**MAIN DUTIES AND RESPONSIBILITIES**:
2. To receive and accurately record all aspects of any request or issue reported to the Operational Support Desk, including the time taken to respond, actions taken, and the time when the issue or request has been resolved. Accuracy and speed of typing is essential in order to record all key information to enable the Call Handler to determine the correct course of action to resolve the issue quickly and effectively.
4. To deliver excellent levels of customer service at all times and contribute towards service delivery targets of the department and ultimately frontline operations targets.
5. To provide excellent and consistent standards of service to those who contact the Operational Support Desk.
6. To provide protocol driven guidance to service users by utilising the Operational Support Desk Training Manual, Process Manual, Handbook and other department training guides.
7. To liaise with other departments and agencies as require to facilitate the resolution of faults and issues reported to the Operational Support Desk.
8. To utilise information provided electronically by the Scheduling Department to effectively plan vehicular resource availability and provision for the following day concurrently with the frontline demands at the current time.
9. Co-ordinate a team of drivers provided by the external Make Ready provider via SMS software and telephony where necessary to move vehicles as required each shift.
10. Liaise with South Central Fleet Services when planning to move vehicles into and out of Fleet workshops and external garages for servicing and repair work.
11. Liaise with the Radio & Communications team to ensure vehicles are made available at designated locations for routine repairs to communications equipment.
12. Liaise with the Clinical Equipment Team to ensure vehicles are made available at designated locations for repairs to equipment and/or collect replacement equipment from CLU and repatriate to vehicles as required.
13. Liaise with the Make Ready provider to ensure vehicles are made available at designated locations for scheduled and ad-hoc Deep Clean Audits, decontaminations and all other types of required cleaning and sanitation.
14. Ensure the provision of vehicles for

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