Customer Service Representative

Barts Health NHS Trust; London; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading healthcare provider in London seeks a motivated NEPTS Customer Services Representative to ensure quality transport service for patients. The ideal candidate will have strong communication skills, relevant NHS experience, and the ability to work under pressure. This role requires supporting patient transport bookings and liaising effectively with staff and patients. Compelling opportunity for those passionate about patient care.

Benefits

Inclusive work environment

Commitment to development and training

Qualifications

• Experience in a busy customer service environment.
• Understanding of data protection and freedom of information.
• Ability to work methodically in a pressured environment.

Responsibilities

• Provide efficient customer service support for transport bookings.
• Ensure patient transport booking expectations are met.
• Communicate clearly with internal and external parties.

Skills

Good communication skills

Computer skills

Organizational skills

Telephone manners

Education

General Education including English GCSE

NVQ Level 2/3 in Customer Care

Tools

Microsoft systems

Cleric Transport system

Job description

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Advert for NEPTS Customer Services Representative

We are looking for a motivated and experienced Customer Services Representative to join the Non-Emgerency Patient Transport Team at Barts Health.

Main duties of the job

The NEPTS Customer Service Representative performs a key role in the quality of transport service provided to all patients and service users that require access to the Trust’s transport service. The post holder will be expected to provide efficient customer service support to patients, their relatives, carers or hospital staff when making transport bookings, and promote strong and effective communications skills on the telephone and in person. This includes making new bookings, amending and updating transport booking as required, booking patients ready for transport, providing support to clinical wards/departments with transport enquiries and ensuring patient transport booking expectation is met in a timely manner.

This post is permanent post.

Working for our organisation

Barts Health is one of the largest NHS trusts in the country, and one of Britain’s leading healthcare providers.

The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.

Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.

We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.

Detailed job description and main responsibilities

For more information, please contact Rosanna Montanaro (NEPTS Business Lead) on 07850354832.

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.

Person specification

Qualifications

• General Education to include English GCSE (5 grades A-C)
• NVQ Level 2/3 in Customer Care of or equivalent
• Good command of English Language

Experience

• Recent and relevant experience of working in the NHS
• Understanding of Data Protection and Freedom of Information requirements
• Experience of working in a busy customer service environment, in a client facing role.
• Experience of working within a team, and liaising with internal and external parties.
• Experience of using databases and Microsoft systems
• Experience of working in Patient Transport and using the Transport system - Cleric

Knowledge

• The ability to work methodically, efficiently and accurately in a pressured environment.
• To maintain a professional approach under pressure.
• To relate to a diverse group of professional staff and the public.
• To communicate clearly in writing, face to face and on the phone
• To convey sensitive information in an appropriate manner
• Ability to work within a team, and on your own initiative
• Develop good working relationships with colleagues at all levels.
• Understands the need to work collaboratively with internal and external stakeholders to achieve positive outcomes.
• Willingness to undertake training and development.

Skills

• Good communication and computer skills
• Good telephone manners and organizational skills
• Able to take and record information accurately
• Ability to empathise and build rapport with clinicians, front-line staff, managers and others to ensure the patient comes first
• Able to demonstrate an awareness of health and safety regulations, especially as they relate to patient care.

Other

• Possess a positive attitude and be self-motivated
• Work as part of a team. Communicate with patients in an empathetic manner regarding their procedures.
• Enthusiastic, approachable and friendly manner
• Adaptability, flexibility and ability to cope with uncertainty and change