Customer Service Advisor

Job overview

The post holder’s responsibilities will include the provision of a robust Trust wide switchboard, meeting the needs of customers in line with the provisions of the IT Service Level Agreements (SLA) with the Trust.

The IT Switchboard services fall within the IT Service Management Department of IT which follows the ITIL standard of Service Management, empowering technology and process to ensure the users have the best possible experience and outcomes, both externally and internally for the Trust.

The post holder will assist in the provision of customer support, interfacing and maintaining business and supplier relationships.

To work, as required, to the Trust shift pattern. To work providing a non-judgemental courteous and efficient service to clients, their families, outside agencies and other callers to the Trust.  To receive and direct telephone calls both internally and externally and to assist managers and supervisors in the training of new staff.

Career Progression pathways and development opportunities:

We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. In addition, we offer ongoing training and development in conjunction with the BCS membership.

Main duties of the job

To provide robust IT Switchboard and Estates & Facilities support, meeting the needs of customers.  Ensuring that data recorded on the IT Service Desk and Estates & Facilities systems are complete, accurate, valid and timely.

Updating the comments of actions to resolve logged calls as required to logs assigned.

Ensuring that all data items are recorded in the Service Desk and Estates & Facilities application and in any supporting documentation, record keeping.

Adherence to all Trust Policies and Procedures, National Procedures and National Legislation including the Data protection Act and Misuse of Computers Act.

Liaison with outside contractors and other staff. Liaison with Estates & Facilities staff and their contractors.

Detailed job description and main responsibilities

Key Responsibilities:

To receive internal and external calls in a clear, calm and pleasant telephone manner providing a courteous and efficient service for the Trust.  Responding to telephone enquiries from clients, relatives, the public and staff Trust wide and despatch them sensitively and non-judgementally to the correct destination.

To act as call centre for all emergency, including 999 calls, bleeps, District Nurses, on call senior staff for SLaM, Lambeth and Lewisham PCT, Rapid Response Team and Community Mental Health ON Call Nurses To maintain accurate records of courier’s taxis, post, international and emergency calls when booked.

To work as part of a team, providing cover during sickness and annual leave absence to ensure the efficient and seamless provision of IT Switchboard Services.

To assist with the training of all new staff

Report faults with external and internal lines and in the event of system failure ensure emergency standby procedure is put in place.

Provide directory enquiries for Trust by use of BT Disc, internet Google or paper directories

Update ‘On Call’ data and call sheets for all ‘On Call’ data personnel

Liaise with Medical Personnel and Postgraduate Department on staff appointments

Assist with updating database information as required by the trust.

Undertake training and development programmes as required

Always provide a high-quality service.

To be aware of all relevant new guidance, policies and procedures and communicate any feedback via the IT Switchboard Supervisor as appropriate

Maintain the highest standards of confidentiality for IT Switchboard customers and staff information.

Any other tasks as defined by the IT Switchboard Supervisor

Always Work within the requirements of the Trust policies especially:

Health & Safety, Fire Regulations and Procedures, Security and Care of Property, Respect and Confidentiality

Equal Opportunities Policy, Data Protection Act, Roles and Responsibilities

Communications and Working Relationships:

Internal

All levels within the Trust from Board Level down

External

Service Users, External Suppliers and contractors, Colleagues in local Trusts, HA’s, Social Services departments, institute of Psychiatry, etc. Emergency Services

Assist in the establishment of effective communication on all aspects of user support between other IT

Switchboard function and the wider business

Negotiate with users, including clinicians and managers

Ensure all communication is clear and concise and contains no technical jargon when communicating with the business.

Human Resources

Regular supervision 1-2-1/team meetings

Knowledge Transfer and participation in workshops/training

Planning

Assist in predicting trends based on reporting, performance, KPIs, SLAs and OLAs to enable delivery of high standard of service

Assist in developing and maintaining standards of ITIL compliance

Delivery of Service

To deliver IT Switchboard Services to the Trust taking ownership and resolving requests in line with policy, procedures, SLA and OLA requirements

Assist in knowledge transfer, Training materials, documentation and processes

Collaborative Working

Liaise with managers and peers on IT Services

IT Security

Report and record breaches of security to the Trust’s Data Protection and IT Security Lead

Other

Provide support to staff within different functions of the IT Department

Assisting in the maintenance of documentation

The above indicates the main duties of the post, which may be reviewed in the light of experience and developments within the service.  Any review will be undertaken in conjunction with the post holder.