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Customer Service Apprentice

2 months ago

Worcester, United Kingdom Worcestershire Acute Hospitals NHS Trust Full time

Job summary

We have an exciting new opportunity for a Customer Service Apprentice to join ourbusy Occupational Health Team,based at The Working WellCentre, Worcestershire Royal Hospital. This Apprenticeship offers you the chanceto earn a salary, gain valuable work experience and new skills, whilst beingsupported to achieve a professional qualification.

This is an opportunity not only to build yourskills and confidence but will also open up a wealth of possibilities for yourfuture career within the NHS and its unique workforce. We are looking forindividuals who are enthusiastic, self-motivated and you will also be keen tolearn and willing to be flexible to meet the changing demands of the service. Weencourage flexible working and arecommitted to supporting colleagues to achieve work life balance.

Main duties of the job

Apprenticeship - Customer service apprentice / Institute for Apprenticeships and TechnicalEducation

Training provider will be Herefordshire &Worcestershire Group Training Association. Please note: by applying for thisopportunity you are consenting for us to share your application details withour Training Provider for recruitment and eligibility purposes.

The Apprenticeship will be on a fixed term contractwith opportunity to apply for roles within the NHS on completion.

Salary will be paid at Apprenticeship Wagecurrently £

You will work hours per week with on the joband off the job learning opportunities and receive 6 hours paid study time (1day a week).

27 days leave plus Bank Holidays.

Interviews will be held on Wednesday 24th July

Eligibility:

English AND Maths Level 2 is essential - GCSE gradeC/4 or above, or equivalent Functional Skills Level 2

Do NOT have a degree level qualification or higherin customer service or similar related subject

Have NOT completed an NVQ/QCF/ApprenticeshipStandard Level 2 or higher in customer service or have considerableexperience in an admin role.

Candidates who have previously started or partcompleted a customer service Level 2 or 3 Apprenticeship, must declare thison their application form.

For details about the apprenticeship scheme pleasecontact Libby Marshall ()

About us

Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.

Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.

The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester

Our workforce is over 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.

We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.

Our objectives are simple:

Best services for local people Best experience of care and best outcomes for our patients Best use of resources Best people

Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.

We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.

Job description

Job responsibilities

Post Title: Customer Service Apprentice

Hours: hours per week

Job Grade: Apprentice

Location / Department: WorkingWell Centre Newtown Road Worcester

Reports to: Occupational Health andWellbeing Business Manager

Hours of work: hours per week (Mon. to Fri.) Includes studytime to meet completion of Level 2 Customer Service Apprenticeship

Accountable to: Head of Occupational Health and WellbeingServices

Key Working Relationships: Occupational health consultant,managers, nurses, physiotherapist, counsellors, personnel, trust employees, GPsurgeries, outside contracted organisations

Risk Assessment: Working with VDUs, some manualhandling/repetitive tasks. Potential exposure to distressed and or verballyaggressive individuals.

Job Purpose:

The principal role is to provide reception,administration & clerical support in the co-ordination, provision anddelivery of an effective, high quality occupational health and wellbeingservice to to clients and customers of the Working Well Occupational Healthservice.

Key Duties:

Provide cover on reception,receiving clients and customers into the Working Well centre in a friendly andprofessional manner.

To assist in the process ofmaking, cancelling and rescheduling appointments.

Take accurate messages (telephone, e-mail, written andretrieving from Voice Mail) for the Centre and action appropriately.

Attend team briefings/training/meetings.

Input keyinformation onto the database Cority/ files for new employees. Actively updateany changes on personnel details surname, addresses, job titles, managerdetails.

To sort anddistribute mail.

To answer queries within own range of knowledge, using owninitiative, signposting, and seeking assistance where required.

Vision and Values:

The Trust aims to provide local services for local people.It has developed its vision to reflect this commitment.

To continue to be the major provider of acute/specialistservices for the people of Worcestershire (and wider) with a strong reputationfor providing outstanding, high quality, reliable, accessible and integratedhealthcare for local people

Driving this commitment are the Trust-wide signaturebehaviours:

Do what we say we will do

No Delays, every day

We listen, we learn, we lead

Work together, celebrate together

Standard Clauses:

The purpose of this post should remain constant, but theduties and responsibilities may vary over time within the overall role andlevel of the post. The post holder mayfrom time to time be asked to undertake other reasonable duties. Any such changes will be made in discussionwith the post holder in the light of service needs.

Competence

The post holder is responsible for limiting his / heractions to those which s/he feels competent to undertake. If the post holder has any doubts as to hisor her competence during the course of his / her duties then s/he shouldimmediately speak to their line manager or supervisor.

Codes of conduct

All employees of the Trust who are required to be registeredwith a professional body, to enable them to practise within their profession,are required to comply with their code of conduct and requirements of theirprofessional registration. Those staff thatare not required to be registered with a professional body are required tocomply with the Trusts codes of conduct.

Confidentiality

The post holder must maintain confidentiality, security andintegrity of information relating to patients, staff and other Health Servicebusiness.

Records Management

All employees of the Trust are legallyresponsible for all records that they gather, create or use as part of theirwork within the Trust (including patient, financial, personnel andadministrative), whether paper or computer based. Allsuch records are considered public records and all employeeshave a legal duty of confidence to service users. Employees should consult their manager ifthey have any doubt as to the correct management of records with which theywork.

Health and Safety

Employees must be aware of the responsibilities placed onthem under the Health and Safety at Work Act (1974) and the Manual HandlingOperations Regulations (1992) and all relevant Trust Health and Safety Policiesand Guidance. This ensures that theagreed safety procedures are carried out to maintain a safe environment foremployees, patients and visitors to the Trust.

Infection Control

Employees must accept personal responsibility andaccountability for Infection Prevention and Control practice. Employees should ensure they are familiarwith, and comply with, all relevant Infection Control policies for minimisingthe risk of avoidable Health Care Associated Infection. All Employees must undertake annual mandatoryupdates in Infection Control.

Non Smoking Policy

The Trusts approach to smoking is in line with thegovernments on-going initiatives for an eventual smoke-free environment.It aims to adhere to the Worcestershire Health Community Campaign to helpWorcestershire stop smoking.

A no smoking environment policy exists within all Trustpremises including entrances and exits to hospital buildings and on other Trustproperty (with the exception of staff resident in staffresidences, asthese are the homes of staff). In June 2014 a ban was implanted which meantstaff, contractors and volunteers were no longer permitted to smoke in any ofthe hospital grounds, including car parks.

Further to this, The Alexandra, Kidderminster andWorcestershire Royal Hospitals, have all become smoke free to all patients andvisitors as of 17 June 2015. This meansthat, as well as staff, members of the public, patients and visitors are notallowed to smoke in any of the acute hospital grounds, including car parks.

Risk Management

It is a standard element of the role and responsibility ofall employees of the Trust that they fulfil a proactive role towards themanagement of risk in all of their actions.This entails the risk assessment of all situations, taking appropriateactions, and reporting all incidents, near misses, and hazards promptly. It is a contractual obligation that allemployees must co-operate with any investigations undertaken.

Children and vulnerable adults

You have a responsibility for promoting and safeguarding thewelfare of the children / young people / vulnerable adults that you come intocontact with or are responsible for in your job role and sphere of competence.