Location
Trust Based
Vacancy:
1731
Position
Customer Service
Careers Site Advertising End Date
03 Oct 2021
Vacancy Type
Permanent
About The Role

Customer Service Advisor - Trust based –Lister Hospital

Location: Lister Hospital, Coreys Mill Lane, SG1 4AB

Vacancy Type: Permanent

The primary responsibility of this role is to:

  • To assess and resolve all enquires and requests, primarily on the telephone, but by all other channels of communication, providing a world class customer service with first point resolution, unless specialist knowledge or further investigation is required.
  • Participate in the recruitment process of flexible workers by checking all documentation brought to the office and forwarding to the relevant departments as and when required ensuring it meets NHS Professionals compliance requirements.
  • To be able manage and resolve differing tasks through multiple work streams
  • To make judgement and take decisions within established processes and procedures when dealing with customer requests
  • To actively represent the customer throughout the organisation ensuring continuous improvement, highlighting any unusual events or trend and feeding back information to other team members and Team Managers
  • Utilising personal knowledge gained from training, databases to ensure accuracy of information and efficiency when dealing with customers
  • Develop a good understanding of the organisation, its operations and deliverables and ensure compliance with NHS Professionals policies and procedures within work remit
  • Support the creation, development and maintaining of relationships with Ward Managers, Flexible Workers and internal NHS Professionals Departments through polite and cooperative communications to help support collaborative working

About The Candidate

The successful candidate will have:

• Excellent telephone manner
• Ability to communicate verbally and in written format
• Ability to talk customers through issues to resolution
• Understand when necessary to escalate issues in a timely manner
• Ability to communicate effectively in writing, face to face and over the telephone with a wide range of clients and workers
• Ability to prioritise workload and multi task
• Ability to monitor and analyse workload to inform line manager of progress against targets
• Flexible approach to changing business needs

About Us
NHS Professionals (NHSP) is the market leader in managed flexible worker services. We work in partnership with NHS Trusts around the country to reduce their reliance on expensive agencies by helping them build their own staff banks.

We boast the largest database of more than 100,000 general and specialist nurses, doctors, midwives, administrative and allied healthcare professionals registered on our bank.

We are extremely proud of our bank members, all of whom provide essential shift cover for our NHS clients to help them deliver safe, efficient and effective health services.

NHS Professionals is embraced by the NHS.  We are trusted for our shared values, our leadership in flexible working and the contribution we make to the healthcare community. 

Our people love working at NHS Professionals - together we help one another deliver the highest level of service. Our vision is to have a ‘One NHSP’ team who feel knowledgeable, confident and empowered.

What perks are we offering in return?

  • Competitive salary with the opportunity for progression for exceptional performers
  • 27 days’ annual leave per year plus 8 public holidays
  • Access to a stakeholder pension scheme
  • Health and wellbeing support
  • Access to a discount scheme and an employee recognition scheme.
  • Agile working
  • Ability to buy and sell annual leave

Please note: In 2010 NHS Professionals moved to Limited Company status and therefore Agenda for Change terms and conditions are not applicable to this role.

We reserve the right to close this vacancy early if sufficient applications are received. We will not contact unsuccessful applicants, therefore if you do not hear from us within 14 days of the vacancy closing, please assume that your application has been unsuccessful.

 

Pay on Appointment (Internal)

  1. Moves within the same band do not attract a pay increase
  2. The salary change where an individual is being promoted to a higher band should be a move to the pay range minimum. If this increase would result in a pay rise of more than 10% the expectation is that this is spread over a period of around 6 months. If a salary increase to the bottom of the band would result in an increase of less than 5%, a 5% increase will usually be applied.

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