Senior Guest Relations Officer

NHS; City Of London; On-site; GBP 33,000 - 37,000; Full time

Job summary

A leading healthcare provider in Chelsea is looking for a Senior Guest Relations Officer to deliver high-quality reception and administrative services. The role demands exceptional customer service skills and experience, as well as the ability to work closely with diverse teams in a healthcare setting. The position offers a salary range of £33,094 to £36,195 per annum, with permanent full-time hours and the opportunity for professional development.

Qualifications

• Educated to a good standard with at least 2 A Levels.
• Substantial previous experience in reception or customer services.
• Ability to handle sensitive information while maintaining confidentiality.

Responsibilities

• Provide reception and administrative services to patients and staff.
• Ensure timely completion of all administrative tasks.
• Work closely with clinical teams and provide excellent customer service.

Skills

Customer service

Communication skills

Teamwork

PC applications

Cultural awareness

Education

Minimum 2 A Levels or equivalent

Tools

Microsoft packages

Job description

Job Summary

We are recruiting a Senior Guest Relations Officer for our Chelsea branch in London. Providing a responsive and caring reception and administrative service to our patients and health care teams, you will gain experience of delivering customer service at the highest level. There will be a level of supervision involved in this role and the opportunity to take on courses to develop within the Royal Marsden. We also offer a package of benefits. You will need to work flexible shifts from 0730 to 2000 Monday to Friday, and Saturday on a rotational basis.

Main Duties

To be responsible for providing reception, administration and excellent customer service for all patients, relatives and staff attending The Royal Marsden, Chelsea. The post holder will be working closely with our multidisciplinary team, including nursing and medical staff, allied health professionals and clerical staff both within Chelsea, the Private Care Directorate and throughout the Trust. This patient-facing role will coordinate the administration functions of the patient's pathway and ensure that any necessary payments are dealt with efficiently. Dealing with a large number of international patients, the postholder should be understanding of different cultures, especially the Middle Eastern culture, and being a fluent Arabic speaker, although not essential, would be beneficial. There will be a level of supervisory duties to support the Guest Relations Manager across the shifts.

Responsibilities

The post holder will be responsible for providing a welcoming environment and delivering the highest level of customer service to patients, consultants and the clinical teams. The receptionist will focus on excellent customer care whilst ensuring hospitality and housekeeping issues are attended to and delivering administrative services of highest standards. The post holder will be expected to adopt a professional and caring attitude, working alongside colleagues with a polite and courteous manner in all aspects of communication. The post holder will work effectively within a team and with colleagues across the Trust to ensure that all chargeable private patient activity is recorded accurately, on time and in line with the targets set by the Private Care Directorate, adhering to confidentiality and information governance policies and procedures. The post holder will be expected to work positively and with minimal supervision to deliver objectives and proactively undertake development work relating to the improvement of the administrative. They will ensure that the reception and administration team carry out duties, working alongside the other senior guest relations officers to ensure all duties are completed in a timely manner.

Qualifications & Experience

Attainments

• Educated to a good standard of education to minimum 2 A Levels or equivalent
• Good working knowledge of PC applications and computer literate

Desirable Attainments

• Customer Care course / training
• AMSPAR or equivalent medical terminology qualification

Experience

• Substantial previous reception or customer services experience in a high-performing environment
• Ability to make decisions, organize and prioritise workload in light of unexpected events or changing priorities using own initiative.
• Ability to handle sensitive information without compromising confidentiality or trust
• Ability to work under pressure and independently without direct supervision

Desirable Experience

• Experience of working in a hospital or healthcare environment
• Experience of providing a private care service
• Previous experience within a cancer setting

Job Related Skills

• Advanced keyboard skills with a high degree of accuracy for data input. Fluent user of Microsoft packages.
• Ability to communicate effectively in both written and spoken English to a wide range of people

Desirable Job Related Skills

• Ability to use Royal Marsden Epic system
• Knowledge of Medical Terminology (ideally within a cancer setting)

Personal Skills

• Fluent in English
• Outstanding communication and interpersonal skills, ability to deliver information in a clear and concise manner
• Commitment to self-development
• Commitment to promoting equality and diversity in the workplace and in service delivery
• Highly professional in manner, with a commitment to deliver exceptional customer service and patient experience
• Willingness to work flexibly and to go above and beyond duties as required
• Strong and motivated team player with a proactive approach to problem solving
• Excellent interpersonal skills with ability to work closely and effectively with staff at all levels within the organisation.
• Able to deal confidently and professionally with queries from other departments and consultants supplying services and patient sponsors (insurance companies, embassies).
• Self-motivated to provide a good quality of work
• Ability to maintain effectiveness, remain calm under pressure and cope with unexpected demands

Pay

Band 4 – £33,094 to £36,195 a year per annum

Contract & Working Pattern

Permanent, Full-time

Reference Number

282-P911-A

Location

The Royal Marsden Chelsea, Chelsea, SW3 6JJ

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.

Employer Details

The Royal Marsden NHS Foundation Trust

The Royal Marsden Chelsea, Chelsea, SW3 6JJ

Employer's website: https://www.royalmarsden.nhs.uk/working-royal-marsden