Job summary
The post holder will be responsible for providing a telephonist support service at The Marlowes.
The post holder will be required to work with minimal supervision, using their proven excellent customer service skills to answer and redirect all calls coming to The Marlowes.
The post holder will be the first point of call for service users, carers and other external providers contacting the Trust and therefore it will be imperative that the Trusts' values are an inherent part of all they do.
Main duties of the job
DUTIES AND RESPONSBILITIES:
To answer and redirect all telephone calls coming into The Marlowes efficiently and appropriately.
To maintain and update telephone system.
To input into Paris (computerised service user records) if required.
To ensure that all messages are relayed timely and efficiently to the correct person.
To provide an admin function to the team in support of the job role.
About us
Hertfordshire Partnership University NHS Foundation Trust (HPFT) is an outstanding organisation with ambitions to match. We are one of just five mental health trusts to achieve an overall rating of 'Outstanding' from the Care Quality Commission, and our aim is to be the leading provider of mental health and specialist learning disability services in the country.
Our family of over 4000 members of staff provide health and social care for over 400,000 people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, and Norfolk, delivering these services within the community and several inpatient settings. We also deliver a range of nationally commissioned specialist services including Tier 4 services for children and young people, perinatal services, plus medium and low secure learning disabilities services.
The care we provide makes a fantastic difference to the lives of our service users, their families and carers - everything is underpinned by choice, independence and equality, with our Trust values embedded throughout:
Our Trust values are:
Welcoming. Kind. Positive. Respectful. Professional.
These values are at the core of who we are, everything we do, and how we do it!
Would you like to be part of the HPFT family? Would you like work with us to ensure our service users live the fullest lives possible they can? Would you like to be supported in your career to be the best that you can be?
Job description
Job responsibilities
The post holder will develop good working relationships with managers and colleagues within , with other The Marlowes staff across the Hertfordshire Partnership University NHS Foundation Trust and outside agencies.
The post holder will also communicate with service users/carers where the subject of the conversation may require the post holder to deal with sensitive and/or contentious information. To effectively make use of communication skills and to manage constructively any barriers to communication.
Using judgement and initiative to ensure that calls, messages and/or queries are dealt with efficiently and timely.
Chasing actions, outputs and outcomes.
Handling queries from colleagues and others connected with the services.
Keep data/information systems up to date and stores information correctly and safely.
To maintain filing systems as needed To help with general office administration: such as lone working tracking and other duties as needed.
Job description
Job responsibilities
The post holder will develop good working relationships with managers and colleagues within , with other The Marlowes staff across the Hertfordshire Partnership University NHS Foundation Trust and outside agencies.
The post holder will also communicate with service users/carers where the subject of the conversation may require the post holder to deal with sensitive and/or contentious information. To effectively make use of communication skills and to manage constructively any barriers to communication.
Using judgement and initiative to ensure that calls, messages and/or queries are dealt with efficiently and timely.
Chasing actions, outputs and outcomes.
Handling queries from colleagues and others connected with the services.
Keep data/information systems up to date and stores information correctly and safely.
To maintain filing systems as needed To help with general office administration: such as lone working tracking and other duties as needed.
Person Specification
Qualifications
Essential
- Good level of education/GCSE incl. English Language
- Good level of numeracy
- Good IT Skills
- NVQ II or equivalent, or willing to work towards this qualification
Experience
Essential
- Interpersonal skills
- Ability to apply discretion as and when required.
Desirable
- Substantial experience of working in a health care/mental health care/ office environment.
Person Specification
Qualifications
Essential
- Good level of education/GCSE incl. English Language
- Good level of numeracy
- Good IT Skills
- NVQ II or equivalent, or willing to work towards this qualification
Experience
Essential
- Interpersonal skills
- Ability to apply discretion as and when required.
Desirable
- Substantial experience of working in a health care/mental health care/ office environment.
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).
