Job description
We are currently recruiting for a Customer Service Advisor to work in our busy 24/7 Facilities Helpdesk.This is a permanent fulltime vacancy of 37.50 hours per week. The hours are on a rotational shift pattern, which will include working the below:
0700-1500
0800-1600
1100-1900
1500-2200
2200-0600
You will be expected to work 5 out of the 7; with 2 days of in the week when you are working the weekend.
We are looking for a well-organised person with excellent interpersonal skills to work in our Helpdesk.
You will be the first point of contact for all facilities related queries.
It is essential that you have excellent communication skills and a good telephone manner.
Experience of working in a customer focused environment, together with GCSE English & Maths and accurate keyboard skills are essential.
A minimum of 2 years’ experience in a Call Centre/Helpdesk environment or similar is desirable, although not essential, as full training will be given.
The hours are as stated above but there will be times when flexibility is needed to fill gaps during our busy period and to cover for sickness and annual leave at short notice.
During the first few weeks flexibility will be required when you will need to attend training sessions and shadow other staff members.
For further details / informal visits contact:
Mayur Kachela, Customer Service Centre Manager, on 07500 982862.
Customer Service Advisor based at the Leicester Royal Infirmary Hospital to effectively operate a 24/7 customer focused and responsive helpdesk.
Successful candidates must be able to work a variation of shift patterns.
To manage the allocation of service requests and helpdesk
queries to in-house staff and contractors, ensuring all relevant
information is captured and processed accordingly.
Carry out stringent documented procedures in the event of an
emergency situation.
At all times providing a polite and courteous telephone manner
when receiving and re-directing calls.
We are one of the biggest and busiest NHS trusts in the country, incorporating the General, Glenfield and Royal Infirmary hospitals. We have our very own Children’s Hospital and run one of the country’s leading heart centres.
Our team is made up of more than 17,000 staff providing a range of services primarily for the one million residents of Leicester, Leicestershire and Rutland.
We work with partners at the University of Leicester and De Montfort University providing world-class teaching to nurture and develop the next generation of doctors, nurses and other healthcare professionals, many of whom go on to spend their working lives with us.
Our purpose is to provide ‘Caring at its best’ and our staff have helped us create a set of values that embody who we are and what we’re here to do. They are:
- We focus on what matters most
- We treat others how we would like to be treated
- We are passionate and creative in our work
- We do what we say we are going to do
- We are one team and we are best when we work together
About the University Hospitals of Leicester NHS Trust: (leicestershospitals.nhs.uk)
KEY RESULT AREAS
To be a point of telephone contact for Trust staff, for assistance and queries.
Be competent in the use of a PC and also knowledge soft wear with good key skills,
To answer, input and allocate service requests (maintenance and domestic) accurately and in a timely manner and direct the appropriate personnel to undertake the tasks.
To liaise with employees, supervisors/managers and contractors to ensure work (both reactive and planned) is completed in compliance within set time frames or as required.
To communicate and update on the progress of requests.
To monitor all Helpdesk service requests and takes appropriate action to prevent non-compliant incidents in line with policies and procedures.
Ensure that all helpdesk and maintenance records are maintained and available for inspection. Fully maintain and update records and files for all Statutory and Planned Maintenance, including sub-contractor and insurance reports. To bring any shortfalls to the attention of the Estates Manager.
Responsible for the jeopardy management of the Planet Management System to achieve the efficient work allocation and execution of task delivered to the client. To report system and equipment faults to the appropriate personnel.
Provide excellent customer service (internal and external), escalating service issues to the relevant manager where appropriate.
Demonstrate a clear understanding of The operational objectives
Help ensure the requirements of a 24/7 helpdesk service are met by being flexible with shifts, providing cover out of hours as required.
Undertake any other reasonable tasks, within training and ability, as deemed necessary by the Customer Service Centre Manager and Customer Service Centre Team Leader.
You will be expected to offer support and advice to new starters during their training and induction period.
Awareness of the business continuity plan for the part of the business you work in.
Good listening skills.
To maintain at all times a high standard of personal hygiene and presentation portraying a smart appearance in compliance with Trust uniform policy.
To observe confidentiality of patients and employing trusts business at all times.
To work as part of a team to deliver service continuity at all times.
To comply with Health and Safety policy and procedures and to ensure a safe environment for employees, visitors, patients and contract
Carry out any other duties as may be reasonably requested.
KEY WORKING RELATIONSHIPS
Detail the main working relationships that the post holder will be required to develop.
The post holder will maintain good working relationships with;
Members of staff at all levels
Facilities Supervisors/Team Leaders
Facilities Managers
External Agencies
Members of the public
PatientsEmergency Services
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