We are currently seeking a Customer Services Advisor to join our Customer Services Team based at St. Peter's Hospital.
The role involves providing a 24/7 Switchboard Service on an 8-week rota pattern. Rostered hours are fixed, requiring availability to work days, nights, weekends, and bank holidays. There is also an element of lone working on night shifts after full training. Additionally, you will be an active member of the Estates and Facilities Helpdesk, providing administrative support to the senior management team.
Switchboard is often the first contact for patients, visitors, GPs, companies, and contractors contacting the Trust. Therefore, good communication skills are essential, as the initial impression you give is crucial.
You will play a key role in maintaining and developing relationships with Service End Users by effectively handling enquiries related to a wide range of services. Strong communication, problem-solving skills, and a commitment to good customer care are required.
The role involves working as part of a team on a busy switchboard, providing a quality response service to Trust employees, the public, and other health organizations. You will also operate as a 'one-stop shop' Helpdesk for staff.
A good understanding of the procedures and practices of the Switchboard equipment and its operation is essential to ensure smooth and safe operation. This includes managing inter-site telecommunication links, emergency numbers, internal paging, alarm systems, and fallback systems.
You will be responsible for accurate record-keeping, including fault reporting, emergency calls, alarm activations, major incidents, and system failures.
The role also involves operating the Estates and Facilities Helpdesk, logging maintenance calls, and managing Facilities Department data. You will liaise with Trust Departments and Estates and Facilities teams, supporting the status updates of work orders and ensuring customers are kept informed.
Since the role involves extensive interaction with staff and the public, maintaining a courteous, friendly, and professional manner at all times is essential.
Ashford and St. Peter's Hospitals NHS Foundation Trust serve a population of over 410,000 people across North-West Surrey, Hounslow, and surrounding areas. Our dedicated workforce of over 3,700 staff provides a wide range of services across our hospital sites in Ashford and Chertsey, as well as community clinics and healthcare facilities.
Our vision is to be one of the best healthcare trusts in the country. We are committed to staff health and wellbeing, continuous professional development, staff benefits, and flexible working arrangements to support excellent patient care.
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