Torbay & South Devon NHS Foundation Trust has a Customer Service Centre to deal with enquiries and offers good quality information and advice to the public. We are looking to recruit a Customer Service Adviser to the team due to the increasing volume of calls and emails the team deal with. You need to possess excellent communication skills, a good telephone manner, experience of working in a health or social care environment, good IT skills, and to be able to work under pressure.
Customer Services deals with calls for Torquay, Paignton & Brixham zones and handles approximately 2,750 calls per week. With the Customer Services team taking the bulk of the telephone calls, resolving and filtering them for the teams across the Bay this allows the teams to deal with the relevant telephone calls and work more efficiently. This post offers the real challenge of helping us develop a service of excellence and offers the opportunity to make a real impact for the public of Torbay. The Customer Service Centre Advisers are the face of Torbay and South Devon NHS Foundation Trust. They are responsible for providing excellent customer service and resolving an agreed target of enquiries at first contact.
Values
- To value everyone as an individual and actively support their right to have their voice heard in decisions about how their needs are met.
- To value differences and individuality, showing respect to all.
- To respond with humanity and kindness to every person, by listening attentively and respecting others in conversations.
- To respect every person’s preferred wishes whilst providing nursing care within their own home.
- To provide the highest quality of care by listening to and acting on feedback.
- By taking personal responsibility you will play your part in sustainably improving services by implementing change positively and contributing to MDT discussions in a constructive and flexible way.
- To work in partnership to achieve the best possible outcomes for our people.
- Helping and supporting your colleagues so that you work well together to achieve common goals and objectives.
- To act as a role model, valuing everyone’s opinion and experiences.
- To seek out, recognise and value the contributions of others and the role they play in a patient’s life.
- To strive to provide excellent, innovative services that helps our people to be able to live their lives to the full.
- Taking every opportunity to encourage and support individuals to improve their own health and wellbeing.
Working for our organisation
Why Work With Us: The Customer Service Centre has 8 team members all from different backgrounds, inside the Trust and externally. A maximum of 6 staff work in the office daily. The team are hard working, taking a high volume of calls throughout the day, but enjoy a good laugh.
You will be joining the organisation at an exciting time. As the first fully integrated care organisation in England, we are working to improve the way we deliver safe, high-quality health and social care. We have a positive and vibrant working atmosphere, we are proud of our investment in our staff both in terms of developing potential career skills and valuing people.
If you provide support to a family member or friend with health or care needs, we aim to be a Carer-friendly employer. We have a ‘Staff Carers’ policy which includes flexible working where possible and a Carer’s Passport scheme that links you into support and discounts.
IMPORTANT INFORMATION
- We reserve the right to close vacancies early if we receive a high volume of applications. Therefore, we encourage you to apply promptly.
- Please read the job description carefully and tailor your application to reflect the requirements of the role.
- Applicants who identify in their application form they are a part of the Armed Forces community will be guaranteed an interview, provided they meet the minimum essential criteria outlined in the job description and person specification for the role. Step into Health guidance can be found on our NHS Employers website.
- Correspondence will be sent via Trac, text, and email. Please ensure you check your email and Trac account regularly.
- Applicants with no previous NHS experience will ordinarily be appointed to the minimum of the band.
- If you have not received an invitation to interview within 28 days of the closing date, please assume that your application has been unsuccessful on this occasion.
- It is your responsibility to ensure the timely receipt of appropriate references.
The Trust is committed to preventing discrimination, valuing diversity and achieving equality of opportunity. No person (staff, patient or public) will receive less favourable treatment on the grounds of the nine protected characteristics as governed by the Equality Act 2010. If you require support you can obtain this from our Equality Business Forum which has representatives from all protected groups.
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