Call Centre Operator
| Dyddiad hysbysebu: | 01 Hydref 2025 |
|---|---|
| Cyflog: | £30,546.00 i £32,207.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £30546.00 - £32207.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 14 Hydref 2025 |
| Lleoliad: | London, SE5 9NY |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | C9213-25-0992 |
Crynodeb
Customer Service Provide a consistently high standard of service to all customers, identifying their needs and assisting them to access services provided by the Trust and its partners. Answer enquiries pleasantly, efficiently and effectively (face-to-face, by telephone, or electronically) in line with departmental standards. Resolve problems and queries promptly, ensuring effective management and timely responses. Handle a high volume of enquiries, prioritising workload appropriately and using initiative when required. Contribute to continuous improvement within the team, identifying and recommending enhancements to existing processes (e.g. patient assessments) to increase effectiveness and customer satisfaction. Data and Systems Management Operate key departmental systems and ensure accurate data entry across all platforms (e.g. Cleric, EPIC). Maintain accurate records for all tasks undertaken. Monitor and track the progress of queries to ensure completion within agreed timeframes. Prepare activity and performance reports, highlighting areas for improvement. Patient Transport Services Process all transport bookings in accordance with Trust procedures and eligibility criteria. Conduct telephone interviews with patients to establish transport needs and make eligibility decisions using agreed criteria. Advise patients on outcomes and available alternatives where appropriate. Carry out outpatient cancellation checks on EPIC and inform transport providers of cancellations. Validate double-crew and bariatric journeys on Cleric for outpatient appointments. Manage Extra Contractual Referral (ECR) journeys, booking with the relevant transport service according to patient condition, distance, and medical requirements. Applications and Service Desk Support Find a Patient: Use Cleric and EPIC to locate patients following established processes. Patient Reminder / Cancellation Service: Contact patients by telephone to confirm or cancel appointments. Managed Service Partners: Answer all calls within SLA and direct as appropriate. Act as a central information point for Facilities. Provide first-line resolution of incidents, allocate unresolved incidents to relevant groups, and manage Priority 1 incidents. Own, track, escalate, and ensure resolution of all incidents within scope and within SLA. Log all service desk interactions and follow up to ensure satisfactory closure. Provide accurate and timely information to Trust users, obtaining closure sign-off where required. Actively research questions using available information resources and provide accurate responses. Administration and Team Support Deal with internal and external enquiries from patients, staff, and other stakeholders, in person or by telephone. Maintain a professional and well-organised office environment. Support colleagues in the Customer Services Team, ensuring efficient operations and a strong focus on helping Trust staff deliver patient care. Participate in covering shifts, including short-notice overtime and Public Holidays, as required. Adhere to all departmental standards, Trust policies, and processes.