Customer Services Clerk

Inclusion; Leicester; On-site; GBP 20,000 - 23,000; Full time

Job summary

Inclusion, based at The Haymarket Shopping Centre in Leicester, seeks a Customer Services Officer for the Sexual Health Services within Midlands Partnership NHS Foundation Trust. This fixed-term role sits in the call centre and reception team and involves booking appointments, handling queries, and signposting to partners.

You will manage up to 4000 calls monthly, require strong communication and data-protection aware skills, and perform reception duties when needed.

Qualifications

• NVQ Level 2 in Customer Service or equivalent qualification or experience
• GCSE English and Maths grade 4 or above (or equivalent)
• Experience using IT systems including Microsoft Office and Outlook

Responsibilities

• Provide a full range of customer service duties
• First point of contact for all service users and carers
• Meet and greet service users and assist access to self-managed care options
• Telephone service to all service users, book appointments using Inform EPR and signpost to other spokes and services
• Take other calls, record messages accurately and pass on appropriately
• Support clinical provision of care by assisting ISH clinical team
• Be courteous and helpful to all service users
• Maintain electronic and written records per Trust policies
• Input or cleanse data in Inform or other systems as required
• Maintain patient records ensuring proper filing, retention and destruction

Skills

Excellent communication

Confidentiality

Data protection

Education

NVQ Level 2 in Customer Service

GCSE English & Maths (4+)

Tools

Inform EPR

Microsoft Office

Outlook

Job description

This role isnot eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn

Customer Services Officer Sexual Health Services, Midlands Partnership Foundation Trust, based at The Haymarket Shopping Centre, Leicester, LE1 3YT

Service opening times are Monday to Friday 8.00 am - 7pm and Saturday 9.00 am - 3pm,

Working Pattern:-Thursday 8.00am - 6.30pmFriday 8.00am - 6.30pm An exciting opportunity has arisen for a fixed term position within our Customer Services call centre and reception team.

We are looking for an enthusiastic individual who possess excellent communications skills and able to work under pressure and are able to deal with difficult and sensitive situations. They must be non-judgemental in their approach, with a good understanding of data protection and confidentiality. They must be committed to the delivery of high standards of patient care in line with our trust values.

The successful post holder will be first point of contact within our call centre, booking appointments, dealing with queries and signposting to other partners. Reception cover is also required when needed. We receive up to 4000 calls a month therefore experience within a call centre setting or similar environment is essential with the ability to be clear and concise. The post includes covering one Saturday per month.

Main duties of the job

MAIN DUTIES

To support service users to access all aspects of the provision available from the Integrated Sexual Health Service

To provide support to the Customer Services Supervisor regarding customer service for service users

About us

Inclusion, created in 2002 is part of the Specialist Services Care Group of Midlands Partnership University NHS Foundation Trust (MPFT). We provide caring and effective services across England, including, West Yorkshire, West Midlands, East Midlands, West Mercia, Thames Valley, Hampshire, Isle of Wight and Thurrock, Essex.We support individuals, families and communities who are affected by addiction, crime, mental health or need treatment for their sexual health. We believe that the individuals and families who use our services should receive high quality, committed and inclusive care, realising all the benefits a modern NHS organisation can provide.We work with patients and our staff teams to achieve the best outcomes we can. We invest heavily in training and development, and the wellbeing of our people, both staff and service users is central to who we are. Here at MPFT, we are proud of the comprehensive wellbeing and lifestyle support offer available, in addition to in-house training and coaching support.Our services are robustly governed, evidence-based, inclusive, and designed and provided in conjunction with service users. We are committed to providing the best service we can, and if you share our values, we want you on our team!

Job responsibilities

Please see the attached Job Description and Person Specification for further details. A summary is below:

• Providing a full range of customer service duties
• To provide a first point of contact for all service users and carers, via:
• Meet and greet service users and supporting their access to the self-managed care options
• Providing a telephone service to all service users, book appointments using the Inform EPR system and signposting to other spokes and services
• Taking other phone calls, as appropriate, accurately recording messages and ensuring they are passed on appropriately
• To support the clinical provision of care at spoke clinics by assisting, upon request by the ISH clinical team
• To be courteous, friendly and having a helpful manner to all service users.
• To provide efficient record keeping both electronic and written in accordance with Trust policies
• To input data onto, or to cleanse data from, the Inform system or any other system as required.
• Maintain patient/client records in accordance with Information Management policies, updating/amending demographics and clinic details on the Inform system where necessary. Paper clinical records may need to be prepared, retrieved and filed for some services. Ensure compliance on filing, retention and destruction, including scanning and archiving as appropriate

Person Specification

Qualifications

• NVQ Level 2 in Customer Service or equivalent qualification or equivalent knowledge gained through relevant experience
• Good standard of general education including GCSE English and Maths grade 4 or above (or equivalent level of qualification)

Experience

• Ability and experience of using IT systems including Microsoft Office and Outlook and have accurate and competent keyboard skills

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.