Job summary
This Position will be for Reception duties for the L&R Building. The main focus for the Helpdesk and Administration functions are: during the period on shift* the post holder is responsible for the day-to-day operation of the Helpdesk to North Bristol NHS Trust, and it's employees for all specialities within Facilities Management (Estate Management, Portering Services, Domestic Services, Catering, Laundry and Waste Management), ensuring a prompt and professional service at all times; log the faults/requests and close work orders once the work is completed; provide full administration support in all aspects of the administration and general running of the Facilities Department; process and monitor pay, annual leave and absence for circa 700 facilities staff.
The role is to act as the first point of contact for all service requests that help to facilitate as far as possible, a comfortable, safe, and pleasant patient experience.
Provide a Trust-wide reception service for Learning & Research NBT. This will require travelling between sites on a necessitated basis until the department is based on a single site at Southmead.
To welcome visitors and to assist with the day-to-day running of the department to ensure that all users are provided with an efficient, high quality service.
Main duties of the job
Knowledge
- Working knowledge of Microsoft office ie outlook, excel, and word and its application in general administrative environments.
- Working knowledge of web based computer applications eg internet searching, online form filling, intranet use.
- Good numeracy and literacy skills
- Knowledge of NHS policies and procedures
Education/Training/Qualifications
Educated to NVQ Level 2/3 in Call Centre Operations and/or Business administration or is willing to work towards it
Has gained experience (typically two years) in a customer service role, preferably within an NHS environment
Has obtained a general IT training qualification, such as CLAIT or ECDL (or equivalent) or is willing to work towards it
Experience
- Experience of providing general administration support to a large workforce
- Experience in following set administrative procedures and processes
- Experience in working in a busy team environment
- Experience in using Microsoft office in an administrative environment
- Experience in using web based applications in an administrative environment
- Experience in meeting deadlines
Proven knowledge of major switchboard services, preferably within an acute hospital environment is an advantage
About us
This role is to be part of a receptionist team in the Learning and Research Building, which is expected to provide an efficient and effective services in a caring, professional and courteous manner.
Tasks require use of initiative and problem solving.
Tasks require long periods of computer work.
A degree of flexibility in starting and finishing times is required to cover other members of the team when on leave.
The post holder will be working on a rotary shift pattern of days, evenings and nights for 37.5 hours a week. Hours will initially be worked Monday to Friday however there may be a requirement, in the future, to work some weekends on a rotating pattern with corresponding number of days off in the week.
The post holder will be working in the Helpdesk and Administration Office within the Facilities Village of the Brunel Building. The post holder may be required to attend meetings or training at other departments/areas within the North Bristol NHS Trust or at other locations as deemed necessary.
Job description
Job responsibilities
Provide a full Administration, Helpdesk and Reception service to the facilities directorate as part of the facilities central administration team which includes but is not limited to:-
Drafting agendas, taking meeting minutes, recording action log etc.
- To answer all incoming and internal calls to the Helpdesk in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently
Provision of an efficient and friendly room bookings service for the L&R Education Facilities and Brunel Building Seminar Rooms. Confirming bookings with user by generating confirmation letter and ensuring all the appropriate information is recorded.
- Preparation of rooms for meetings as required, setting up audio-visual, ensuring that flipcharts and pens are available, and distribution of keys to authorised users.
- Checking all equipment regularly to ensure it is in good working order and secure at all times. Reporting faults as necessary and recording in the maintenance log.
- Maintain good communication and exceptional working relationships with all Helpdesk colleagues, line managers and other Trust staff at all times
- To carry out any other duties that may be required of the post in order for the Helpdesk, Admin and Reception to be carried out properly and effectively
- Undertaking any other administrative and clerical duties appropriate to the grade for the Learning and Research team. Inc: inputting data into MLE and basic data entry regarding study leave records, making up induction packs, photocopying and filing, ordering stationery and equipment via EROS and any other ad-hoc clerical administrative duties as required.
- To operate and maintain the CAFM fault and request reporting system (Planet Enterprise):
- To manage telephone calls to and from the department in a professional and timely manner (in accordance to service levels agreements)
- To respond to all queries in a pleasant, helpful and courteous manner as the post holder will often be the first point of contact for patients received into the service
- Receive and log faults and requests on the computer based system. These will be received via telephone, email or the intranet. Probing of customers in an empathetic but assertive manner to receive accurate information
- Data inputting of information and hours relating to work orders
- To support management regarding Health and safety matters and to work in accordance with statutory requirements and Trust policies and procedures
- To be able to escalate calls to the Helpdesk Supervisor, Workflow Co-ordinator or appropriate Manager as necessary
Job description
Job responsibilities
Provide a full Administration, Helpdesk and Reception service to the facilities directorate as part of the facilities central administration team which includes but is not limited to:-
Drafting agendas, taking meeting minutes, recording action log etc.
- To answer all incoming and internal calls to the Helpdesk in a responsive and professional manner, ensuring requests are dealt with quickly and efficiently
Provision of an efficient and friendly room bookings service for the L&R Education Facilities and Brunel Building Seminar Rooms. Confirming bookings with user by generating confirmation letter and ensuring all the appropriate information is recorded.
- Preparation of rooms for meetings as required, setting up audio-visual, ensuring that flipcharts and pens are available, and distribution of keys to authorised users.
- Checking all equipment regularly to ensure it is in good working order and secure at all times. Reporting faults as necessary and recording in the maintenance log.
- Maintain good communication and exceptional working relationships with all Helpdesk colleagues, line managers and other Trust staff at all times
- To carry out any other duties that may be required of the post in order for the Helpdesk, Admin and Reception to be carried out properly and effectively
- Undertaking any other administrative and clerical duties appropriate to the grade for the Learning and Research team. Inc: inputting data into MLE and basic data entry regarding study leave records, making up induction packs, photocopying and filing, ordering stationery and equipment via EROS and any other ad-hoc clerical administrative duties as required.
- To operate and maintain the CAFM fault and request reporting system (Planet Enterprise):
- To manage telephone calls to and from the department in a professional and timely manner (in accordance to service levels agreements)
- To respond to all queries in a pleasant, helpful and courteous manner as the post holder will often be the first point of contact for patients received into the service
- Receive and log faults and requests on the computer based system. These will be received via telephone, email or the intranet. Probing of customers in an empathetic but assertive manner to receive accurate information
- Data inputting of information and hours relating to work orders
- To support management regarding Health and safety matters and to work in accordance with statutory requirements and Trust policies and procedures
- To be able to escalate calls to the Helpdesk Supervisor, Workflow Co-ordinator or appropriate Manager as necessary
Person Specification
Work Experience
Essential
- Meeting deadlines
- Following set administrative procedures and processes
Desirable
- Using web based applications in an administrative environment
- Providing general administration support to a large workforce
Knowledge/Skills/Abilities
Essential
- Good communication and interpersonal skills
- Good organisational and prioritising skills
- Be able to generate and present complex reports, spreadsheets, documents and letters
Personal Qualities
Essential
- Proactive approach
- Customer focused approach
- Communicate effectively, confident and professional manner and articulate
Person Specification
Work Experience
Essential
- Meeting deadlines
- Following set administrative procedures and processes
Desirable
- Using web based applications in an administrative environment
- Providing general administration support to a large workforce
Knowledge/Skills/Abilities
Essential
- Good communication and interpersonal skills
- Good organisational and prioritising skills
- Be able to generate and present complex reports, spreadsheets, documents and letters
Personal Qualities
Essential
- Proactive approach
- Customer focused approach
- Communicate effectively, confident and professional manner and articulate
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
