Customer Services Administrator

South West Yorkshire Partnership NHS Trust

The closing date is 05 November 2024

Job summary

37.5 Hours Per Week.

Are you passionate about helping others and making a real difference in patient care? Join our dedicated team in a full-time administrative role based at Fieldhead, Wakefield. Youll be the first point of contact for patients seeking information or raising concerns, providing a compassionate and confidential service. This role is essential in supporting patients, carers, and families, ensuring their concerns are addressed quickly and efficiently.

You'll have the opportunity to offer guidance on NHS procedures, refer individuals to the appropriate teams, and facilitate access to advocacy services when needed. If youre someone who thrives in emotionally demanding situations and can communicate effectively with people in distress, we want to hear from you! Use your strong interpersonal skills to help improve the quality of care by resolving issues and contributing to service enhancements.

Take the next step in your career and help us ensure the best possible patient experience within the Trust.

All employees of the Trust are strongly encouraged to be fully vaccinated against COVID-19 to protect patients.

We are aware that an increasing number of applicants are using AI technology to generate responses on NHS Job application forms. We strongly discourage this and will conduct a thorough screening process before selecting candidates to progress to the next stage. If you are using AI to enhance your application, please disclose this in your NHS Jobs application form.

Main duties of the job

paced environment, helping resolve patient concerns and providing crucial information and signposting. Working closely with Trust staff, care groups, and external organisations, youll ensure prompt, efficient resolution of issues, while maintaining accurate data records.

This role requires excellent communication skills, empathy, and the ability to handle emotionally demanding situations with professionalism. You'll also need strong administrative skills, attention to detail, and the ability to prioritise tasks and meet deadlines. Your ability to negotiate, maintain confidentiality, and understand data protection regulations will be key in supporting patients, carers, and families through challenging situations.

Working in this varied and rewarding role, youll make a real impact on improving patient experiences and have opportunities to collaborate with teams across the Trust.

About us

We are a specialist NHS Foundation Trust that provides community, mental health and learning disability services for the people of Barnsley, Calderdale, Kirklees and Wakefield. We also provide low and medium secure services and are the lead for the west Yorkshire secure provider collaborative.

Our mission is to help people reach their potential and live well in their communities, we do this by providing high-quality care in the right place at the right time. We employ staff in both clinical and non-clinical services who work hard to make a difference to the lives of service users, families and carers.

We encourage and welcome applications from all protected characteristic groups, we value diversity and want our workforce to be reflective of our communities.

Being a foundation Trust means were accountable to our members, who can have a say in how were run. Around 14,300 local people (including staff) are members of our Trust.

Join us and you will be one of over 4,500 staff committed to supporting and improving the mental, physical and social needs of the thousands of people we meet and help each year.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all colleagues and volunteers to share this commitment.

We do reserve to right to close vacancy before the advertised closing date if necessary, so please apply as soon as possible.

Date posted

23 October 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

C9378-QA01296

Job locations

Fieldhead Hospital

Ouchthorpe Lane

Wakefield

WF13SP


Job description

Job responsibilities

The post-holder will:

Under the supervison/direction of the Line Manager/Administrative Supervisor, within a delegated framework for agreed tasks and seeking support as and when necessary, provide a comprehensive, confidential, Secreterial/administrative service to clinical/support services, in an efficient and confidential manner

Provide services within well-established policies, procedures, protocols, guidelines, whilst acting within the required sphere of competences for the role at all times.

Demonstrate sound knowledge of the service to enable the post holder to contribute and inform decision making within the service.

May work within clinical environments where conflict resolution may be required.

Act as principal point of contact for users of the service eg,individuals from within/outside the Trust, service users and members of the public etc.

Work flexibly to meet the needs of the service.

For further information, please see Job description and Person specification attached.

Job description

Job responsibilities

The post-holder will:

Under the supervison/direction of the Line Manager/Administrative Supervisor, within a delegated framework for agreed tasks and seeking support as and when necessary, provide a comprehensive, confidential, Secreterial/administrative service to clinical/support services, in an efficient and confidential manner

Provide services within well-established policies, procedures, protocols, guidelines, whilst acting within the required sphere of competences for the role at all times.

Demonstrate sound knowledge of the service to enable the post holder to contribute and inform decision making within the service.

May work within clinical environments where conflict resolution may be required.

Act as principal point of contact for users of the service eg,individuals from within/outside the Trust, service users and members of the public etc.

Work flexibly to meet the needs of the service.

For further information, please see Job description and Person specification attached.

Person Specification

Qualifications

Essential

  • Must be appropriate to the role::
  • NVQ level 3 or RSA III or OCR III (or equivalent level of qualification in related subject eg business admin, typing/word processing, customer services)
  • Or, be able to demonstrate competency at level 3.

Desirable

  • Willingness to undertake further study/development.

Special Knowledge and Skills

Essential

  • Good written communication skills, with the ability to deal with and prepare routine written correspondence.
  • Good verbal communication skills, with the ability to obtain information and pass on comprehensive and confidential messages
  • In, decision-making and prioritisation
  • Knowledge of Data Protection Act
  • Customer care skills
  • Good interpersonal skills
  • Diversity/Cultural understanding
  • Resilience to pressure and exposure to emotional, distressing situations
  • Non-judgemental, empathetic manner
  • Able to use observation skills to identify potential risks and act appropriately
  • Demonstrates Trust Values
  • Able to fulfil the requirements of the Trusts value based induction

Desirable

  • Knowledge of information governance
  • Problem solving skills

Physical Attributes

Essential

  • A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy).
  • Able to fulfil Occupational Health requirements for the post (with reasonable adjustments if necessary).

Personal Attributes

Essential

  • Ability to be flexible to meet the demands of the post.
  • Responsive attitude and approach
  • Dress appropriately for the environment
  • Ability to travel around the Trust as appropriate to role

Experience

Essential

  • Recent Secretarial/administrative experience
  • Copy /audio typing if applicable to role
  • Note/minute taking
  • In using email, maintaining and updating paper and electronic diaries, arranging meetings
  • In using Microsoft Word and other Microsoft applications, e.g. Excel, Outlook , PowerPoint etc
  • In working as an effective team member with minimum supervision
  • In working in a busy environment with competing demands
  • Understanding of the need to maintain strict confidentiality
  • In using a degree of initiative
  • In organising and prioritising own tasks in order to meet deadlines.

Desirable

  • In working in a caring environment
  • In dealing with the public
  • Of NHS software programme
  • Leadership skills
  • Customer Care skills
  • Excellent IT skills

Training.

Essential

  • Must be willing/able to undertake all appropriate Trust mandatory training requirements, and subsequent refresher training relevant to the area.
  • Must be willing/able to undergo job development and training and maintain skills.
Person Specification

Qualifications

Essential

  • Must be appropriate to the role::
  • NVQ level 3 or RSA III or OCR III (or equivalent level of qualification in related subject eg business admin, typing/word processing, customer services)
  • Or, be able to demonstrate competency at level 3.

Desirable

  • Willingness to undertake further study/development.

Special Knowledge and Skills

Essential

  • Good written communication skills, with the ability to deal with and prepare routine written correspondence.
  • Good verbal communication skills, with the ability to obtain information and pass on comprehensive and confidential messages
  • In, decision-making and prioritisation
  • Knowledge of Data Protection Act
  • Customer care skills
  • Good interpersonal skills
  • Diversity/Cultural understanding
  • Resilience to pressure and exposure to emotional, distressing situations
  • Non-judgemental, empathetic manner
  • Able to use observation skills to identify potential risks and act appropriately
  • Demonstrates Trust Values
  • Able to fulfil the requirements of the Trusts value based induction

Desirable

  • Knowledge of information governance
  • Problem solving skills

Physical Attributes

Essential

  • A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy).
  • Able to fulfil Occupational Health requirements for the post (with reasonable adjustments if necessary).

Personal Attributes

Essential

  • Ability to be flexible to meet the demands of the post.
  • Responsive attitude and approach
  • Dress appropriately for the environment
  • Ability to travel around the Trust as appropriate to role

Experience

Essential

  • Recent Secretarial/administrative experience
  • Copy /audio typing if applicable to role
  • Note/minute taking
  • In using email, maintaining and updating paper and electronic diaries, arranging meetings
  • In using Microsoft Word and other Microsoft applications, e.g. Excel, Outlook , PowerPoint etc
  • In working as an effective team member with minimum supervision
  • In working in a busy environment with competing demands
  • Understanding of the need to maintain strict confidentiality
  • In using a degree of initiative
  • In organising and prioritising own tasks in order to meet deadlines.

Desirable

  • In working in a caring environment
  • In dealing with the public
  • Of NHS software programme
  • Leadership skills
  • Customer Care skills
  • Excellent IT skills

Training.

Essential

  • Must be willing/able to undertake all appropriate Trust mandatory training requirements, and subsequent refresher training relevant to the area.
  • Must be willing/able to undergo job development and training and maintain skills.

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.

Employer details

Employer name

South West Yorkshire Partnership NHS Trust

Address

Fieldhead Hospital

Ouchthorpe Lane

Wakefield

WF13SP


Employer's website

https://www.southwestyorkshire.nhs.uk (Opens in a new tab)


Employer details

Employer name

South West Yorkshire Partnership NHS Trust

Address

Fieldhead Hospital

Ouchthorpe Lane

Wakefield

WF13SP


Employer's website

https://www.southwestyorkshire.nhs.uk (Opens in a new tab)


For questions about the job, contact:

Ruth Foxcroft

ruth.foxcroft@swyt.nhs.uk

01924316060

Date posted

23 October 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

C9378-QA01296

Job locations

Fieldhead Hospital

Ouchthorpe Lane

Wakefield

WF13SP


Supporting documents

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