Visitor Experience Team Member

NHS; Birmingham; On-site; GBP 12,000 - 15,000; Part time

Job summary

A charitable hospice organization in Birmingham is looking for a Visitor Experience Team Member. This role involves creating a warm and professional environment for visitors and callers, ensuring smooth communication among teams. The ideal candidate will possess excellent interpersonal skills and previous experience in a customer service setting. Competitive salary, generous holiday entitlement, and a supportive work culture are offered. Join us to make a real difference in the lives of those we serve.

Benefits

Generous holiday entitlement

Comprehensive training and development

Wellbeing programmes

Qualifications

• Flexibility to cover weekend and occasional morning shifts.
• Proven ability to communicate effectively across diverse groups.
• Resilient, enthusiastic, and committed to customer satisfaction.

Responsibilities

• Be the first point of contact for visitors and callers.
• Work closely with teams to ensure smooth communication.
• Assist in the on-site cafe and perform other duties.

Skills

Excellent interpersonal and communication skills

Ability to be flexible

Experience in a customer service environment

Ability to build effective relationships

Education

Experience within a front facing customer service role

Tools

Microsoft Office - basic usage

Job description

Join Our Team as a Visitor Experience Team Member

Location:Erdington Hospice

Interview Date: Week commencing19 January 2025

Do you have a passion for delivering exceptional customer careand believe that every moment matters?

Ifso, Birmingham Hospice wants you on our team! Were looking for a VisitorExperience Team Member to be one of the welcoming faces and voices of ourorganisation.

AtBirmingham Hospice, were dedicated to improving the quality of life forpeople living with life-limiting conditions and supporting their loved onesduring the most challenging times. Every interaction counts and that's whereyou come in.

What You'll Do

Be the first point of contact for visitors and callers, creating a warm, friendly, and professional experience.

Work closely with teams across the organisation to ensure smooth communication and support.

Occasionally assist in our on‑site Hive Cafe and take on other duties that keep our hospice running smoothly.

Main duties of the job

What We're Looking For

Flexibility to cover some weekend andoccasional morning shifts.

A positive, adaptable attitude and willingnessto help wherever needed.

Excellent interpersonal and communicationskills.

Previous experience in a customer serviceenvironment.

Why Join Birmingham Hospice?

Workingwith us means more than just a job - its a chance to make a real difference.Here'what we offer:

Generous holiday entitlement

Comprehensive training and developmentopportunities to grow your career.

Wellbeing programmestosupport your health and happiness.

A supportive, passionate team that values kindness and collaboration.

The pride of working for a respected charitythat truly changes lives.

Ifthis sounds like the perfect role for you, wed love to hear from you!

Foran informal chat, email Sandra Humphries at:

Toapply, visit: birminghamhospice.org.uk/about-us/join-us

** Please note: This vacancy mayclose earlier than the stated deadline if we receive a high volume ofapplications.

We monitor the use of AI in application forms. Anyapplication with more than 30% AI-generated content will not be considered forshortlisting.

About us

Birmingham Hospice provides expert palliative and end oflife care for people and their families living with life-limiting illnesses.

We believe that all people in Birmingham should have accessto the best specialist care and support - when, where and how they need it. Ourvision is a future where everyone with a life-limiting illness will live anddie with dignity and in comfort. Our mission is to enable more people from allcommunities to access the care of their choice at the end of life.

During a recent CQC inspection our sites have been ratedoutstanding, with independent health care regulators highlighting thatcolleagues and services are caring, responsive and well-led.

Our outstanding teams are passionate about providing thevery best care, and patients and their loved ones are at the heart ofeverything we do.

Our values of kindness, respect, innovation, togetherness,positivity and openness are at the centre of who we are, what we do and how webehave. We pride ourselves on being an inclusive, welcoming, caring andsupportive team. We are offering a competitive salary, with generous holidayallowance, a contribution pension scheme, and a commitment to investing in ourpeople through employee benefits and ongoing professional development.

Job responsibilities

Happy to talk about Flexible Working

JobTitle:

Visitor Experience Team Member

Department:

People Team

HospiceBand:

HCP Corporate Band H

Responsiblefor:

N/A

DBSRequired

Standard

Job Purpose

The Visitor Experience Team are critical in creating a warm friendly experience for anyone who walks through our doors orconnects with us over the phone. This Team makes the difference to ourHospice being able to deliver a great experience from the first interactionto the last and is the job for someone who loves interacting with and helpingpeople.

The Team is required to link with everyone in the company, as calls, visitors and messages come through. It is a job that needsgood interpersonal skills; flexibility and a strong customer focus. This postis for ensuring that everyone who makes contact with us has a kind, personal,efficient and friendly welcome.

Your role will require you to deliver a first-class experience as every moment matters in the work that we do.

Main Duties and Responsibilities

ReceptionMain Duties

Ensure people who arevisiting and those who are recently bereaved are cared for, looked after andare assisted during their time in our Hospice

Providing a friendly,welcoming and efficient service to all people, in line with our vision andvalues

In conjunction with IT andthe People Team maintain an accurate directory of contacts for alldepartments/people

Work as part of a team toprovide a personal front of house service 8am-8pm seven days a week

Undertake a variety ofgeneral administrative duties that support our people, patient and visitorprocesses

Ensure that people callingon the phone or in person have a timely service and know that we will dealeffectively with all enquiries.

Use time well, to buildand maintain positive relationships internally and externally with a diverserange of people, professionally and the public

Develop and maintainin-depth knowledge of the work of the hospice

Be sensitive to thedifferent needs that callers, matching our response to their needs

To build rapport quicklyand effectively on the telephone, in person and via email

To be confident andcompetent in listening and responding appropriately to distressing, emotiveinformation which people who come to us may need to share and experiencebeing understood by us

To always understand andmaintain confidentiality in all aspects of the job

Arrange transport(ambulances, cars or taxis) as directed by any of the charity managers

Answer telephone callspromptly taking accurate messages, give accurate information and ensure thatmessages get to the recipient in a timely manner.

OtherDuties

To be flexible, able andwilling to cover across the rota during times of absence

Ensure the continueddignity of patients.

To work collaborativelywith other teams to provide the best service and reflect the values of thehospice

General Duties

Confidentiality

Allemployees are required to uphold the confidentiality of all informationrecords in whatever format, encountered in the course of employment and afterit.

Allemployees are bound by the requirements of the General Data ProtectionRegulations when, in the course of their employment, they deal withinformation records relating to individuals

Equality and Diversity

TheHospice is committed to promoting an environment that values diversity. Allstaff are responsible for ensuring that they treat individuals equally andfairly and do not discriminate on the grounds of age, disability, genderreassignment, marriage or civil partnership, pregnancy or maternity, race,religion or belief, sex and sexual orientation. The Hospice expects all staffto behave in a way that recognises and respects diversity in line with theappropriate standards.

Health and Safety

Allemployees have a responsibility under the terms of the Health and Safety atWork Act1974 to protect and promote their own health and that of others inthe workplace

Allemployees must comply with all Hospice Health and Safety Procedures InfectionControl

Theprevention and control of infection is the responsibility of everyone who isemployed by the Hospice. Employees must be aware of infection controlpolicies, procedures and the importance of protecting themselves and theirclients in maintaining a clean and healthy environment.

Information Governance

Allemployees are responsible for ensuring they undertake any training relatingto information governance, read the Hospices policies, procedures andguidance documents relating to information governance, and understanding howthis affects them in their role.

Professional Development

Allemployees must participate in an annual appraisal and develop a personaldevelopment plan with their Line Manager

Allemployees are responsible for maintaining their statutory and mandatorytraining.

Safeguarding Children, Young People and Vulnerable Adults

TheHospice is committed to safeguarding and promoting the welfare of children,young people and vulnerable adults. All employees and volunteers are expectedto behave in such a way that supports this commitment Pandemic or majorincident

In theevent of a pandemic or major incident, the post holder may be asked toundertake other duties not necessarily commensurate to the banding of thisrole. This could include duties in any part of the Hospice. Prior toundertaking any duties, the member of staff will have full training andinduction. We wont ask any member of staff to undertake duties for whichthey are not competent or where they feel unsafe in their environment orcould put patients or themselves at risk.

The job description is not exhaustive and may be amended followingappropriate consultation in the light of business needs

Person Specification

Experience

• Experience of customer service and what good customer care should be
• Able to be flexible often at short notice to do the right thing at the right time in the right way to meet the needs of the public and the people who come to us for help
• Basic range of experience in core Microsoft Office packages
• Proven experience of working with the public in a professional or voluntary capacity
• Ability to build effective relationships
• Ability to speak more than one language, either English or another as a primary language
• Experience of handling cash and following procedures strictly

Personal Skills and Attributes

• Ability to communicate across diverse groups and communities and evidence equality of opportunity in approach
• Highly motivated and customer focused
• Resilient, enthusiastic and motivated
• Committed to providing accurate and timely information to a high standard
• Solution focused consider customer first

Qualifications

• Demonstrable experience within a front facing customer service role
• Experience within the care sector would be advantageous but not essential

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.

£12,755 to £14,270 a year£23,917 to £26,758 full time equivalent