Customer Service Liaison

4 weeks ago


Castleford, Wakefield, United Kingdom The Mid Yorkshire Teaching NHS Trust Full time

About the Role

We are seeking a skilled and experienced Communications Officer to join our team at The Mid Yorkshire Teaching NHS Trust. As a key member of our team, you will be responsible for providing high-level customer service and support to our patients and stakeholders.

Key Responsibilities

  • Receive and respond to incoming calls and electronic tasks in a timely and professional manner.
  • Liaise with service users to ensure messages are passed to the appropriate teams for action.
  • Manage difficult conversations and resolve issues in a diplomatic and respectful manner.
  • Follow agreed protocols when dealing with potential and actual complaints.
  • Maintain and develop good working relationships with all community teams, Allied Health Professionals, patients, and their relatives.
  • Record and receive information via SystmOne and assist in the organisation and maintenance of effective manual and electronic Patient Records/Details.
  • Book agency staff on behalf of District Nurses Marie Curie Nurses following agreed protocols.
  • Use initiative to prioritise and manage own workload to ensure agreed standards and service performance targets are met.
  • Contribute to the effective working of the team by working flexibly covering for sickness/annual leave to ensure the smooth running of the service.
  • Contribute to 7-day cover of the service by participating in weekend working and bank holiday cover on a rota basis.
  • Contribute to the training and development of new team members, supporting staff with learning computer systems, service policies and procedures.
  • Develop own skills in conjunction with the demands of a developing role and identify learning objectives.
  • Ensure that patient information is managed within the service in line with Mid Yorkshire Teaching NHS Trust policies of confidentiality.

About Us

The Mid Yorkshire Teaching NHS Trust provides care and support to over a million people in Wakefield and Kirklees in their homes, community settings and across our three hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield). We strive for excellence, innovate and research, and invest in teaching and the development of our workforce. We live by our values of caring, improving, being respectful and maintaining high standards.

We value diversity and welcome talent and enthusiasm from individuals with different backgrounds, experiences and perspectives. We have policies and procedures to ensure all applicants are treated fairly and consistently. We are proud of our staff networks who offer valuable guidance and feedback from those with lived experience.



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