Customer Services Advisor

Ashford and St. Peter's Hospitals NHS Foundation Trust; Chertsey; Hybrid; GBP 23,000 - 30,000; Full time

Job summary

A healthcare trust in Surrey is seeking a Full-time Customer Services Advisor for its Customer Services Team at St. Peter's Hospital. The role involves providing support for a 24/7 Switchboard Service and participating in the Estates and Facilities Helpdesk. Candidates must possess exceptional communication and problem-solving skills and be prepared to work on rotating shifts, including nights and weekends. Join a team dedicated to delivering high-quality support and patient care.

Benefits

Commitment to staff health and wellbeing

Opportunities for professional development

Qualifications

• Strong communication skills are essential.
• Ability to handle problem-solving in a customer service environment.
• Understanding of procedures and practices for switchboard operations.

Responsibilities

• Provide support for a 24/7 Switchboard Service.
• Actively participate in the Estates and Facilities Helpdesk.
• Maintain accurate records including fault reporting and calls made.

Skills

Communication skills

Problem-solving

Customer care

Job description

We are currently looking for a Full time Customer Services Advisor to join our Customer Services Team based at St. Peter's Hospital.

The post is to provide support towards a 24/7 Switchboard Service, working on a 8 week rotating rota. The job will also require someone who is able to work weekends, Night shifts and bank holidays. The staff member will also be an active member of the Estates and Facilities Helpdesk and provide administrative support to Estates and Facilities staff when necessary.

Switchboard is often the first contact for patients/visitors/GP's/companies and contractors, who contact the Trust and therefore the initial impression you give is what counts, therefore good communication skills are essential for this job role.

You will play a key role in enabling the Customer Services function to maintain and develop relationships with Service End Users by effectively handling enquiries on a wide range of service-related issues. You must have strong communication skills, be good at problem solving skills and the awareness of the need for good customer care., To work as part of a team of Customer Service Advisors on a busy switchboard, providing a quality response service to Trust employees, members of the general public, and other health organisations and provide a 'one stop shop' Helpdesk Service for staff.

It is imperative to have a good understanding of the wide range of written procedures and practices of the Switchboard equipment and its operation, to ensure the smooth and safe operation of the centralised Switchboard service. To include all, inter site Telecommunication links, emergency numbers, internal paging system, central alarm systems, fall back systems.

Accurate record keeping including, fault reporting, emergency calls received and made, alarm activations, major incidents and system failures.

To operate the Estates and Facilities Helpdesk, logging maintenance calls and printing and entering Facilities Department data, this includes having close working relationships with all other Trust Departments. To liaise and chase through queries with Estates and Facilities teams supported by the Helpdesk on the status of work orders and report back to the customer, to ensure the customer is kept informed of the current situation and informed them should this change.

The post involves a considerable amount of liaison with other members of staff and the general public. Therefore it is essential the post holder ensures that they adopt a courteous, friendly and professional manner at all times.

Ashford and St. Peters Hospitals NHS Foundation Trust serves a population of more than 410,000 people living in North-West Surrey, parts of Hounslow and beyond.

Over 3,700 highly trained doctors, nurses, midwives, therapists, healthcare scientists and other support staff make up our workforce, providing a wide range of services across our two hospital sites, Ashford, Ashford, Surrey and St Peter's, Chertsey, Surrey.

We also run many specialist clinics in the community and local community hospitals and other healthcare facilities.

Our vision is to be one of the best healthcare Trusts in the country. There has never been a better time to join us in the NHS at Ashford & St Peters Hospitals NHS Foundation Trust with our strong commitment to staff health and wellbeing. We are committed to providing continuous professional development, staff benefits and flexibility to shape our workforce around our patient care.