Job summary
We are looking for a well organised and highly motivated full-time person to complete a Level 2 Customer Service Apprenticeship with Chichester College within our 0-19 Integrated Public Health Service based primarily at the Adelaide Health Centre, on the Western Community Hospital Campus in Southampton. At commencement of the apprenticeship you will be required to have English and Maths Functional Skills level 1.A criterion of the apprenticeship is that you attend college/virtual and complete all the necessary standards set out in the Apprenticeship.Upon completion you will be awarded a Level 2 Customer Service Apprenticeship.
Our 0-19 Integrated Public Health Service is made up of Health Visitors, School Nurses and various Southampton City Council partners who, all together provide an essential comprehensive support to all our children in Southampton City from birth to 19yrs. Therefore we are looking for someone who is passionate about customer / patient experience with a can do attitude.
The successful applicant will be:
good team player
able to use own initiative and apply a common sense approach to problems
have a meticulous eye for detail, an enquiring mind and a willingness to learn
strong communication skills with the ability to communicate effectively at all levels
organised, able to multi task and work under pressure
ability to use Microsoft applications, Excel, Word and Outlook
Main duties of the job
To provide an efficient first point of contact to all telephone callers to the service, recording messages accurately, answering a variety of enquiries from internal and external callers and dealing with sensitive and difficult issues in a professional and helpful manner, liaising with other departments as required.Send emails in accordance with Solent NHS Trust guidance for sharing patient identifiable data. Distributing emails and monitor generic email inbox.Liaising with schools, to ensure accurate record keeping of school aged children.Act as first point of contact to all visitors, i.e. health professionals, identifying their requirements and making an appropriate response.Receive, sort and distribute all mail coming into the service, including re-addressing/re-directing mail and taking delivery of equipment and supplies.To ensure that all policies for computer use are complied with.To produce and print correspondence and letters from Systm1, ensuring that all such documents are accurate, well presented and sent in a timely manner either by post or email.Book appointments on Clinicians Systm1 diaries.To input/update on Systm1, including any changes to patient details and ensuring information is passed onto all relevant parties.Other duties as necessary appropriate to the post and to meet the changing needs of Solent NHS Trust.
About us
Make a difference with us
If you are looking for somewhere you can make a real difference and are passionate about keeping people safe, well and out of hospital, a career with us may be just what you're looking for. At Solent NHS Trust, we strive to make a difference to the health and wellbeing of our communities.
We are proud to be an organisation which is focused on our people and we welcome people who share our values to come and work with us.
To deliver great care that is safe, simple and easy to access
To be a caring, flexible and supportive place to work
To deliver the best value for money
Our shared values support the development of a strong working culture. They breathe life into our organisation -- guiding and inspiring all of our actions and decisions. They enable us to be better at what we do and create a great place for our staff to work, whilst ensuring we provide the highest quality of care to our patients.
In creating our values, we spent time listening to our employees and members. Based on what people told us, we created our HEART values to reflect the deep belief that we are caring organisation at the centre of our community: Honesty, Everyone counts, Accountable, Respectful, Teamwork.
We are an accredited Real Living Wage employer.
We encourage and support our staff to be vaccinated as this remains the best line of defence against Covid-19.
Job description
Job responsibilities
General Requirements
Ensure they and where appropriate their staff:
- adhere to trust policies and procedures at all times,
- comply with trust standing orders, standing financial instructions, policies, procedures and guidelines,
- follow any policies and procedures in relation to infection, prevention and control
- are aware of their responsibilities in relation to safeguarding children, and vulnerable adults, and the specific responsibilities placed on individuals who care for such clients/patients
- take all reasonable steps to manage and promote a safe and healthy working environment which is free from discrimination,
- comply with the trust policy on confidentiality, and the Data Protection Act 2018 as amended, relating to information held manually or on computerised systems,
- respect the confidentiality and privacy of clients and staff at all times,
- maintain a constant awareness of health, welfare and safety issues affecting colleagues, patients, visitors and themselves, reporting any accidents or fault in line with trust policy,
- fully participate in health and safety training,
- participate in personal training, development, appraisal, and attend all relevant training courses as required.
- comply with the professional body code of conduct
- This job description seeks to outline the key duties and responsibilities of the post; it is not a definitive document and does not form part of the main statement of Terms and Conditions. The job description will be reviewed during the annual appraisal process.
- The post holder may, with their agreement, which should not reasonably be withheld, be required to undertake other duties as required, which fall within the grading of this post, to meet the needs of this new and developing service.
- Individuals who are required to hold a professional registration in order to practice must continue to be a member of their professional body throughout the lifespan of this job description. Such individuals will be required to notify the Trust immediately if their professional body limits or changes the terms of their registration.
- This job description will be reviewed yearly as part of the annual individual appraisal, to ensure that it reflects the responsibilities of the post. No changes will be made without full consultation with the post holder.
Job description
Job responsibilities
General Requirements
Ensure they and where appropriate their staff:
- adhere to trust policies and procedures at all times,
- comply with trust standing orders, standing financial instructions, policies, procedures and guidelines,
- follow any policies and procedures in relation to infection, prevention and control
- are aware of their responsibilities in relation to safeguarding children, and vulnerable adults, and the specific responsibilities placed on individuals who care for such clients/patients
- take all reasonable steps to manage and promote a safe and healthy working environment which is free from discrimination,
- comply with the trust policy on confidentiality, and the Data Protection Act 2018 as amended, relating to information held manually or on computerised systems,
- respect the confidentiality and privacy of clients and staff at all times,
- maintain a constant awareness of health, welfare and safety issues affecting colleagues, patients, visitors and themselves, reporting any accidents or fault in line with trust policy,
- fully participate in health and safety training,
- participate in personal training, development, appraisal, and attend all relevant training courses as required.
- comply with the professional body code of conduct
- This job description seeks to outline the key duties and responsibilities of the post; it is not a definitive document and does not form part of the main statement of Terms and Conditions. The job description will be reviewed during the annual appraisal process.
- The post holder may, with their agreement, which should not reasonably be withheld, be required to undertake other duties as required, which fall within the grading of this post, to meet the needs of this new and developing service.
- Individuals who are required to hold a professional registration in order to practice must continue to be a member of their professional body throughout the lifespan of this job description. Such individuals will be required to notify the Trust immediately if their professional body limits or changes the terms of their registration.
- This job description will be reviewed yearly as part of the annual individual appraisal, to ensure that it reflects the responsibilities of the post. No changes will be made without full consultation with the post holder.
Person Specification
Qualifications
Essential
- Educated to GSCE Grade 4 or above in English or equivalent standard
Desirable
- RSA 2 word processing/typing or equivalent
- Completion of ECDL or equivalent
Experience
Essential
Desirable
- Previous experience of working within the NHS
Additional Criteria
Essential
- Skills in the use of Windows based packages eg Word, Power Point, Outlook, Excel
- Demonstrate accurate and tidy presentation of work
- Good communication skills across all levels and disciplines both internally and externally
- Able to develop and maintain good working relationships with a range of staff including different professional personnel
- Ability to work as part of a team
- Good telephone manner
- flexible and adaptable at work in order to meet priorities
- Ability to work under pressure
- Good organisational skills
- Ability to work without immediate supervision/prioritise and effectively manage own time
- Understanding of personal health and safety responsibilities
- Is able to follow and demonstrate our Solent HEART values. You can find these on our website: https://www.solent.nhs.uk/about-us/our-values/
- Be able to demonstrate and understanding of the principles of equality, diversity, and inclusion and how they apply to staff and patients in a healthcare setting. Able to demonstrate personal commitment to challenging discrimination and promoting equalities, at an appropriate level for the post
- Able to travel to other Solent sites if required
- Is able to work legally in the UK
- Is able to work with children and vulnerable adults
Desirable
Person Specification
Qualifications
Essential
- Educated to GSCE Grade 4 or above in English or equivalent standard
Desirable
- RSA 2 word processing/typing or equivalent
- Completion of ECDL or equivalent
Experience
Essential
Desirable
- Previous experience of working within the NHS
Additional Criteria
Essential
- Skills in the use of Windows based packages eg Word, Power Point, Outlook, Excel
- Demonstrate accurate and tidy presentation of work
- Good communication skills across all levels and disciplines both internally and externally
- Able to develop and maintain good working relationships with a range of staff including different professional personnel
- Ability to work as part of a team
- Good telephone manner
- flexible and adaptable at work in order to meet priorities
- Ability to work under pressure
- Good organisational skills
- Ability to work without immediate supervision/prioritise and effectively manage own time
- Understanding of personal health and safety responsibilities
- Is able to follow and demonstrate our Solent HEART values. You can find these on our website: https://www.solent.nhs.uk/about-us/our-values/
- Be able to demonstrate and understanding of the principles of equality, diversity, and inclusion and how they apply to staff and patients in a healthcare setting. Able to demonstrate personal commitment to challenging discrimination and promoting equalities, at an appropriate level for the post
- Able to travel to other Solent sites if required
- Is able to work legally in the UK
- Is able to work with children and vulnerable adults
Desirable
