Customer Services Representative

We are currently looking to recruit for the following position within our Facilities Help Desk team at Colchester Hospital:
Customer Service Representative - 37.5 hours per week

In this role you will be required to provide a customer focused Helpdesk Service efficiently recording and allocating tasks.

The service runs on a 24/7 - 365 day basis and applicants will be required to work rotational shifts.

**Duties will include**:

- Taking & logging calls for all soft and hard services which include, Portering, Housekeeping, Catering, Transport, Estates, Pest Control, Security & Car Parking
- Completion of tasks
- General Administration Dutie

**Successful applicants must have**:

- Good verbal and written communication skills
- Good IT skills (Microsoft Office)
- Excellent attention to detail
- A customer-orientated approach
- The ability to manage competing prioritie

You should have the ability to work under your own initiative as well as part of a small team, supporting other Team Members, Facilities Co-Ordinators and Managers.

One of the largest Trust’s in East Anglia, East Suffolk and North Essex NHS Foundation Trust (ESNEFT) provide hospital and community health services to people living across a wide geographical area. We deliver care from two main hospitals in Colchester and Ipswich, six community hospitals and in patients’ own homes. You will be joining a team of over 11,000 amazing colleagues providing care to 800,000 residents.

Along with supporting you to achieve your career goals we offer a generous pension scheme, 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a range of services including mental health support. We offer a range of flexible working opportunities.

Our philosophy is thatTime Mattersto everyone. Across the Trust, we concentrate on improving the things we do and removing those which do not work or cause time delays for our staff and patients.

To support our employees to achieve their career aspirations you may be eligible to obtain a qualification via an apprenticeship. All successful applicants will be required to undertake a skills review to facilitate this. For full details please see the attached Apprenticeship Handbook

If you want to develop your skills and knowledge then we are keen to hear from you.
- Act as first point of contact for enquiries and requests
- To provide a customer-focused Helpdesk service, dealing with all customer requests
- Respond to calls in a timely manner
- Ensure that the relevant information is logged into the appropriate databases to enable the accurate transfer of information to the appropriate department for action
- Provide the department with a task number
- Provide an administrative support service to the team (including distribution of mail; typing; filing and dealing with telephone calls) to maximise time and to ensure a good response to customer service
- Regularly review logged calls on the database, to monitor completion times
- Ensure completed and partially completed tasks are entered into the database, to maintain the current status of tasks outstanding
- Follow the Helpdesk logging procedures for the whole unit and be the focal point for all calls
- Responsible for passing on instructions to Facilities staff, recording such action in response to call, requests etc. to enable performance targets to be achieved
- Open work orders for all requests and prioritise urgent calls
- Update and maintain files
- To operate the FM First system using all facilities incorporated within the programme
- Ensure that all requests are logged immediately and despatched within specified time
- Ensure that delays are recorded to enable avoidable inefficiency to be discussed and managed with the Trust Managers
- Monitor and Prioritise Teletracking requests as required
- To maintain frequent and regular contact with the users of the Portering Service as directed by the Facilities Co-ordinator
- To achieve a high personal profile as a controller of the Portering/ Transport operation and form a good working relationship with all users
- To ensure that performance specifications and criteria reflect user requirements
- To ensure that the Portering/ Transport Department is aware of, and responds to, changes in requirements as they occur
- To co-operate in departmental and company initiatives in order to enhance customer relations
- To communicate ideas and suggestions amongst staff
- To adopt a professional attitude in dealing with colleagues and clients
- To ensure that the team is aware of the importance of the corporate objectives, image and reputation
- To liaise with other departments and promote a positive company image
- To promote a safe and healthy working environment for the team in accordance with Trust policy
- To ensure the Portering/ Transport Departments adhere to all Trust policies and communicate safe working practices to the team
- On a daily basis,