Customer Service Advisor

South London and Maudsley NHS Trust; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare organization in London is seeking a skilled individual for the IT Switchboard role. You will provide IT and Estates & Facilities support, manage data accuracy, and maintain customer relationships. This position offers opportunities for career progression and development within the organization.

Benefits

Career progression pathways

Ongoing training and development

Responsibilities

• Provide robust IT Switchboard and Estates & Facilities support.
• Ensure accurate data recording on IT Service Desk and Estates & Facilities systems.
• Liaise with outside contractors and internal staff.

Job description

Job overview

The post holder’s responsibilities will include the provision of a robust Trust wide switchboard, meeting the needs of customers in line with the provisions of the IT Service Level Agreements (SLA) with the Trust.

The IT Switchboard services fall within the IT Service Management Department of IT which follows the ITIL standard of Service Management, empowering technology and process to ensure the users have the best possible experience and outcomes, both externally and internally for the Trust.

The post holder will assist in the provision of customer support, interfacing and maintaining business and supplier relationships.

To work, as required, to the Trust shift pattern. To work providing a non‑judgemental courteous and efficient service to clients, their families, outside agencies and other callers to the Trust. To receive and direct telephone calls both internally and externally and to assist managers and supervisors in the training of new staff.

Career Progression pathways and development opportunities:

We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. In addition, we offer ongoing training and development in conjunction with the BCS membership.

Main duties of the job

To provide robust IT Switchboard and Estates & Facilities support, meeting the needs of customers. Ensuring that data recorded on the IT Service Desk and Estates & Facilities systems are complete, accurate, valid and timely.

Updating the comments of actions to resolve logged calls as required to logs assigned.

Ensuring that all data items are recorded in the Service Desk and Estates & Facilities application and in any supporting documentation, record keeping.

Adherence to all Trust Policies and Procedures, National Procedures and National Legislation including the Data protection Act and Misuse of Computers Act.

Liaison with outside contractors and other staff. Liaison with Estates & Facilities staff and their contractors.