Customer Service Administrator

7 months ago

Royton, United Kingdom Northern Care Alliance NHS Group Full time

**Job overview**:
**We now have a vacancy for a full time, Band 3 Customer Service Administrator to work at Royton Health and Wellbeing Centre which is part of the Northern care Alliance NHS Foundation Trust**

You will provide an excellent customer focus and an administrative service for patients and partners across the Oldham locality and provide a comprehensive referral, customer contact and booking management service for Community Health Services and ensure compliance with waiting time targets.

You will work in a centralised Customer Service Centre providing cross-cover for other staff across the centre to ensure a consistent and effective administration service is maintained at all times.

**Main duties of the job**:
Ensure adherence to Contact & Referral Centre standard Operating procedures at all times.
- Provide and receive routine and complex sensitive information requiring tact or persuasive skills, even where they maybe barriers to understanding.
- Exchange information with customers, provide information, and give advice, empathy and reassurance.
- Ensure that customer phone calls are answered in accordance with Organisational Policy.
- To direct contacts in a consistent and timely manner taking messages and assigning calls to relevant teams.
- Review appropriateness of referrals and process referrals received in the service and ensure all are made available for clinical triage in a timely manner following set processes.
- Process requests for clinic changes, changes and cancellations.
- Create, maintain and make additions to waiting lists for clinical services following a set of processes.
- To direct contacts in a consistent and timely manner taking messages and assigning calls to relevant teams.
- Be proficient in the use of electronic systems in relation to customer data and undertake new training as required if new technology/ systems are introduced to ensure competencies are maintained and efficiencies of the administrative processes are maximised.
- To cover a range of shifts patterns as required by the service and customers accessing the service, this may include both early and late shifts and weekends.

**Working for our organisation**:
The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.

As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we’re always looking for people who demonstrate our three core values - care, appreciate and inspire - to join our team.

In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.

**Detailed job description and main responsibilities**:
**Person specification**:
**Qualifications**:
**Essential criteria**:

- English/Maths GCE grade 4 or higher (comparable to GCSE grade C or higher) or NVQ Level 3 or equivalent level of knowledge and experience

**Desirable criteria**:

- ECDL or equivalent qualification

**Knowledge Skills and Experience**:
**Essential criteria**:

- Experience of using Microsoft Word and Microsoft Outlook
- Ability to communicate in a clear and concise manner.
- Proven organisational skills and ability to prioritise workload with interruptions and changing priorities.
- Ability to multi-task and prioritise own workload.
- Good command and understanding of English, punctuation and grammar.
- Good numerical skills
- Understanding of the data protection act
- Recognise equality and diversity and the importance of human rights with dignity and respect
- Act in accordance with legislation, policies and procedures
- Motivated, flexible and proactive

**Desirable criteria**:

- Ability to deal with non-routine and unpredictable nature of workload and individual patient contact
- Experience of successfully working within tight time frames and to deadlines
- Experience of using IM&T systems for data entry
- Experience of using SystmOne

**Responsibility for Patient Care**:
**Essential criteria**:

- Experience working and communicating with the general public

**Desirable criteria**:

- Previous experience of working in a contact centre
- Previous experience of working in a team liaising with multiple stakeholders
- We understand the impo

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