Customer Service

6 months ago

Warwick, United Kingdom South Warwickshire University NHS Foundation Trust Full time

The post holder will be responsible for providing a high quality, comprehensive administrative support to across the Education, Learning and Workforce Development Department working alongside team members ensuring a high customer service level is maintained.

Support and training will be provided to enable the post holder to develop their skills in the area. This will be through regular supervision and will attend study sessions and meet with an assessor from the apprenticeship provider to gain an apprenticeship qualification in Level 2 Customer Service Practitioner.

The apprentice will be employed by the South Warwickshire Foundation Trust to undertake a 15 month apprenticeship programme. The training programme will produce a level 2 recognised national apprenticeship qualification. During the apprenticeship and work experience you will learn to complete a range of skills and tasks within timescales to a competent standard.

The postholder will be trained to carry out all aspects of administration for the Education, Learning and Workforce Department including working with the patient Information systems to administer bookings for appointments etc. organising training events, inputs on to payroll and ordering of orthotics and equipment.

**The Apprentice will**:
Attend college/study sessions as required.

Work with an assessor/mentor to develop a work based portfolio.

Undertake work based assessments.

Complete assignments/projects relating to their apprenticeship standards.

Present evidence portfolios for assessment within specific time frameworks.

Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.

We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.

Our values can be summed up in one sentence. We are ‘Trusted to provide safe, effective and compassionate care’. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn’t matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.

Main Duties

General secretarial duties to support the department (listed are some examples but not extensive).

Stock management, reporting and ordering stock across the county for all clinical sites.

Assisting administration support the department.

Dealing with patient enquires, by both face to face and telephone.

Managing referrals, appointment booking, waiting lists and discharging patients.

Patient Information system management.

Communication and Relationship Skills

Will receive and communicate technical and non-technical information with a range of personnel in the Trust, these will include Managers, clinical staff, estates staff, departmental staff, contractors, patients and members of the public.

Keep accurate and complete records consistent with legislation, policies and procedures.

To ensure confidentiality of information at all times.

Knowledge, Training and Experience

To undertake and complete required elements of the apprenticeship Standard in the allocated time frame which includes:
- Functional skills (if required).

End Point Assessment.

Standard assessment criteria.

To attend college/study sessions as required.

To develop skills, knowledge and experience in all aspects NHS administration through on the job training, attending training/study session and completion of apprenticeship framework.

To utilise knowledge and skills gained at college/training into practice within the workplace.

Undertake Statutory and Mandatory training as required.

Analytical and Judgemental Skills

To use own judgement and problem solve as appropriate under supervisor guidance.

Be able to demonstrate an energetic, dynamic and positive approach to challenging situations.

Planning and Organisational Skills

Work within the limits of own competence and responsibility and refer issues beyond these limits to supervisor or appropriate person.

Uses and maintains resources efficiently and effectively.

Manage own time and organise own work to meet deadlines.

Manage own times to ensure college work completed within specified time frame.

To be flexible and supportive member of the team.

Physical Skills

Requires hand to eye co-ordination and manipulation skills.

Ability to input data into electronic or paper based systems.

Basic keyboard skills.

Patient/Client Care

Contact with patients either face to face or by telephone during visits to the ward anddepartments.

Responsible for Policy a

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