Customer Services Support Operative – Site Services

University Hospitals Plymouth NHS Trust; Plymouth; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading healthcare provider in Plymouth seeks a Customer Services Support Operative. This role involves providing exceptional help desk service, managing office supplies, and supporting various operational areas. Ideal candidates will have relevant experience in a busy office and be proficient in MS Office. The organization values staff who prioritize patient care and teamwork.

Qualifications

• Demonstrable experience in a busy office environment.
• Proven knowledge and understanding of Trust policies and procedures.
• Demonstrable experience in a large clinical setting.

Responsibilities

• Support the delivery of a first-class Help Desk service and general administration.
• Manage the stock-take of office supplies and ordering.
• Assist with the Switchboard, receiving and directing calls.

Skills

Proficient in MS Office

Good verbal and written communication skills

Ability to work on own initiative

Education

GCSE's 9-4 (A-C) in Maths & English

Level 2 in business administration or related subject

Tools

Symbiotix

Job description

Customer Services Support Operative – Site Services

• To primarily support the delivery of a first class, Help Desk service together with the Switchboard, Hotel Services Helpdesk and Welcome Desk on Level 6 who are part of the Department, including all aspects of general administration, specialist system operation and customer service across the wider Site Services departments and ultimately the whole hospital
• To manage the regular stock-take of office supplies, ensure selection of most cost-effective stock, ordering of stationary using e-proc
• Support the delivery of a high performing service team to deliver corporate aims, objectives and aspirations of the Directorate and the Trust
• Delivering excellent customer care across all areas and undertakes the role in line with the vision and values of the organisation and display integrity, fairness exemplary personal behaviour and be a role model for other staff member

***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***

Main duties of the job

To work across all areas of the Department, the Welcome Desk, Estates Helpdesk and Switchboard.

The Welcome Desk is situated in the main concourse of the hospital on Level 6. Putting patients and visitors at the forefront assisting them with any queries, directions, parking issues and signposting to various areas and departments throughout the hospital and site. Working closely with our volunteer team.

Estates Helpdesk - Assisting the Help Desk working with the computer system (MRI Planet), other software packages and associated Estates Department procedures. Data input into MRI Planet system to meet departmental deadlines. (Planet is an integrated Works Management System, which includes a Planned Maintenance, repairs reporting, stock control, invoicing, labour information and financial information).

Switchboard - Assist with our Switchboard, receiving telephone calls both internal and external, taking control of the alarm system and ensure emergency response calls are processed and managed correctly in line with emergency procedures.

Be aware of the Major Incident Plan to ensure the correct procedures are carried out in the event of a Major Incident and communicate with designated / relevant personnel.

Ensure alarms connected with or communicated to Switchboard are processed to relevant on-call personnel and relevant 999 emergency services in the event of an alarm sounding.

About us

We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure.

If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.

Job responsibilities

Site Services Customer Service Department

To support Management in the operation of the Welcome Desk, Estates Help Desk and Switchboard

Work with various software packages in relation to Estates and Parking and other software packages the Department use and associated Estates and Facilities Departmental procedures

Data input into various software packages for different areas of the department to meet departmental deadlines.

Receive telephone calls, e-mails and intranet calls from users / wards / departments / members of the public and transfer to the relevant people / departments

Receive emergency calls and put out bleep calls to relevant emergency care teams, deal with any alarms that come through to the team for things such as fire and lift entrapments

Deal with the public / visitors / patients / contractors when visiting the hospital, helping with queries and directions regarding all areas of the hospital as well as any parking tasks

Raise work orders and allocate work priorities in accordance with departmental guidelines

Liaise with Trade Supervisors to ensure works are completed to deadlines

Issue Planned Preventative Maintenance (PPMs) work orders to the maintenance teams

Maintenance of archiving work order requests, completed work order job sheets and PPMs in accordance with procedures

Call out contractors for service to Trust equipment / infrastructure

Play an essential part in the event of any maintenance emergency

Communicate detailed responses to senior management and workforce team within the Site Services team e.g., mains failures, drain blockages and lift problems etc

For further details please see attached JD&PS.

Person Specification

Knowledge and Experience

• Proficient in MS Office
• Demonstrable experience in a busy office environment
• Proven knowledge and understanding of Trust policies and procedures
• Demonstrable experience in a large clinical setting
• Demonstrable Symbiotix experience

Qualifications

• GCSE's 9-4 (A-C) in Maths & English and level 2 in either business administration or related subject or equivalent demonstrable experience
• High level of typing skills to OCR 11/111 standard

Aptitude and Abilities

• Ability to work on own initiative in a busy environment
• Good verbal and written communication skills
• Ability to develop and maintain good working relationships with colleagues at all levels of the organisation

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.