Job Description
Job overview We are recruiting for a Customer Service Administrator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients. You will be working in a team of customer service administrators that provide an excellent standard of customer care, and administrative duties to enable the delivery of high quality occupational health and wellbeing services.The role includes reception and call handler duties, maintaining accurate confidential health records, arranging appointments, general administrative tasks and participating in the promotion workplace wellbeing.You need to have excellent communication skills and enjoy working as part of a team.Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and beyond! Main duties of the job Communicate clearly, calmly and politely to a range of employees and employers in the clinic reception, at wellbeing events and on the telephone. Provide a helpful service as the first point of contact for employees, managers, colleagues and potential new customers, signposting people to other team members, clinicians or alternative services if appropriate.Maintain confidential occupational health records using an electronic record keeping system, inputting and accessing records accurately in accordance with standard procedures.Monitor email enquiries from several email accounts, provide timely responses correctly identifying when to forward enquiries to other team members, clinicians or services as appropriate.Participate in the promotion and delivery of wellbeing events and annual flu campaign including participating in the development of posters, leaflets and intranet pages.Assist in the local induction, training and support of new employees in the Health at Work team.Please note full and part time opportunities will be considered Working for our organisation At East and North Hertfordshire NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now. We run the following hospitals: The Lister Hospital, Stevenage New Queen Elizabeth II (New QEII), Welwyn Garden City Hertford County, Hertford Mount Vernon Cancer Centre (MVCC), Northwood We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda. We understand that finding and starting a new job is an important life decision. If you need reasonable adjustments for a disability, or a life event, such as menopause - so that we can consider your application fairly & to get the best out of you during the selection process, please let us know. We are committed to a positive work life balance for our employees. Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen Detailed job description and main responsibilities Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role. Person specification Experience Essential criteria Communicating clearly and effectivelyAnswering telephone calls with care and efficiencyAccurately inputting and accessing information electronically Desirable criteria Working in an Occupational Health settingUndertaking reception dutiesArranging appointmentsTaking meeting notesMeeting deadlines and targets Education Essential criteria Educated to GCS level or equivalent Desirable criteria Evidence of continued developmentCustomer service training Skills Essential criteria Providing a high standard of customer careCommunicating politely, sensitively and professionallyAccurate data inputtingAble to work efficiently and calmly in a busy environmentGood time management skills, organised and self motivated Desirable criteria Use of cority, occupational health records system Knowledge Essential criteria The importance of maintaining confidentialityUse of Microsoft Word, Excel and Outlook Desirable criteria An understanding of workplace wellbeing issues Our values We want our staff to believe in, demonstrate and live our values in everything we do. IncludeWe value the diversity and experience of our community colleagues and partners, creating relationships and climates that provide an opportunity to share, collaborate and grow together.Respect We create a safe environment where we are curious of the lived experience of others, seek out best practice and are open to listening and hearing new ideas.ImproveWe are committed to consistently delivering excellent services and continuously looking to improve through a creative workforce that feels empowered to act in service of our shared purpose.Committed to our CommunityEast and North Hertfordshire NHS Trust is committed to equality, diversity and inclusion for all job applicants, staff, patients and the wider community. We want to create a workforce which represents the communities we serve. We are on a journey to become a more inclusive organisation and we welcome applications from everyone regardless of their background. In particular we encourage applications from candidates with disabilities, and candidates from Black, Asian and Minority ethnic (BAME) backgrounds who are currently under-represented in various parts of our workforce .We understand the importance of balancing work and home life. We are committed to support flexible working for our staff wherever possible and all our employees are given the opportunity to discuss potential for flexible working.We are proud to be a Disability Confident employer and achieved our status in 2019.We will remove barriers that prospective candidates might face at any stage of our recruitment process. If you have a disability and would like the advert in an alternative format, or would like to talk about how we can adjust the interview process to best support you, please contact us by emailing resourcing.enh-tr@nhs.netWe are also proud to support our UK armed forces by supporting Reservists, Cadet Instructors, Veterans and military spouses/partners into employment and offering supportive policies that value their contribution to the community and to our Trust.We are committed to being a carer-friendly environment, addressing the complex needs of families with caring responsibilities. In partnership with Carers in Hertfordshire, all our working carers have access to support from recruitment. We are also a member of Carers UK, providing resources to make balancing work and caring easier. Our approach is inclusive, recognizing diverse challenges and creating a supportive environment where carers feel valued.