Customer Services Operator

4 days ago


Basildon, United Kingdom Mid and South Essex NHS Foundation Trust Full time

We are looking for an enthusiastic team player to join our friendly, professional and extremely fast-paced Customer Services Department.

This is an outstanding opportunity to join our fast-growing, forward-thinking Customer Services Switchboard Operators/Reception team who provide a high quality of service dealing with a very varied queries and urgent/emergency calls.

As a Customer Services Operator/Receptionist, you would be expected to ensure that our patient/visitors’ experience follows the Trust values, supporting and respecting our patients/visitors/staff at all times. Applicants will be expected to be excellent communicators, responsive, effective, calm and provide a courteous service in all circumstances during their shift.

**Duties of the role include but are not limited to**:

- Providing a responsive service while acting as the first point of contact for the Trust telephone calls in respect of emergency, GP referrals, external and internal calls.
- To answer the internal emergency phones in a prompt, calm and clear manner, relaying the message and activating the appropriate emergency team in accordance with set operational departmental procedure.
- Distribute and collate Customer Service satisfaction surveys and reporting any unsatisfactory feedback in a timely manner to the Customer Services Management Team.
- Receiving of requests/administer/book the Taxi booking system on behalf of wards and Departments in accordance with the local operating procedures. Contacting the appropriate taxi company and administer the logging of the request, as and when the service requires.

This vacancy will be for theBasildon Site, however there may be exceptional circumstances that you may have to cover another site.

You will need to possess excellent literacy and good numeric skills, be confident and able to work under pressure whilst remaining polite and courteous at all times, as these are essential requirements for the role. Punctuality and adherence to the department code of conduct are essential.

Mid and South Essex NHS Foundation Trust is now one of the largest in the country, with a workforce of approximately 15,000 who serve a population of 1.2 million people.

We work together, and in conjunction with MSE Health and Care Partnership, to deliver excellent local and specialist services, to improve the health and well being of our patients in a compassionate way, and provide a respectful, but vibrant place for staff to develop, innovate and build careers.

From facilities through to consultant specialists we want to be the best, to achieve this we need to recruit not just those who are the finest in their field but also those who have the potential to be. Yes, experience is important but so is outlook - if you are dynamic, forward-thinking and enthusiastic we want you to join us.

We not only offer you a good working environment with flexible working opportunities, but also the opportunity to develop your career with access to appropriate training for your job and the support to succeed and progress.

Working in autonomy and supported by the MSE Head of Customer Services and and the Senior Supervisor, the Customer Services Operator will provide an excellent level of service within a 4 week 365/24/7 staff rota across a varied shift pattern which includes all weekends,, unsocial hours and public holidays including Christmas.

**Rota**:
The department works to a 4 week varied rolling rota pattern and will vary depending on what site you work, examples can be: 07.00am to 15.00pm, 9.00am - 17.00pm, 15.00pm - 23.00pm, 23.00pm - 07.00am. 14.00pm to 22.00pm, 22.00 - 06.00am.

For more details regarding the responsibilities of the role, please see the attached job description.



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