Job summary
Luton Sexual Health (a Division of Bedfordshire Hospitals Trust) is a busy, open-access clinic based in Arndale House, The Mall, Luton.
We are now recruiting for a Customer Service Coordinator to help provide a welcoming and efficient first point of contact, to both service users and a wide range of professionals. The role involves a high level of telephone and face to face interaction, in addition to a broad range of administrative duties.
Candidates will need highly developed interpersonal skills and be able to interact in a positive, welcoming and calm manner at all times. The post-holder will need excellent verbal/non-verbal/written communication skills and be both enthusiastic and self-motivated by nature. They will be effective Team workers, in addition to using their own initiative when required. A flexible approach to the evolving needs of the service is essential.
Main duties of the job
Responsible for providing a welcoming, empathetic and efficient front of house service to everyone contacting the clinic.
Manage the electronic appointments diary; efficient monitoring of capacity, resolving low level issues and escalating where necessary. Reviewing client flow throughout the Clinic, liaising with Multi-Disciplinary Team colleagues to avoid/minimise/manage delays or bottlenecks.
Perform a range of regular and ad hoc administrative duties to support smooth running of the service.
About us
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.
You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.
We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.
All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.
Please review all documents attached to this advert to ensure you familiarize yourself with all requirements of the job.
Job description
Job responsibilities
Luton Sexual Health (LSH www.lutonsexualhealth.org) is a Division of Bedfordshire Hospitals NHS FT. We are commissioned by Luton Borough Council to provide a comprehensive, high quality Sexual & Contraceptive Health service for the whole of our local community. We are based in a specially designed, modern town centre premises, located on the first floor of Arndale House, The Mall, Luton. Our facilities are bright, spacious and easily accessible. We are conveniently situated just a few minutes away from Luton mainline train station and numerous bus routes, including the Luton & Dunstable Guided Busway. Junction 10 of the M1 is also close by and ample staff car parking is available.
Our evolving, dynamic service is now looking to complement our existing Multi-Disciplinary Team.
Job description
Job responsibilities
Luton Sexual Health (LSH www.lutonsexualhealth.org) is a Division of Bedfordshire Hospitals NHS FT. We are commissioned by Luton Borough Council to provide a comprehensive, high quality Sexual & Contraceptive Health service for the whole of our local community. We are based in a specially designed, modern town centre premises, located on the first floor of Arndale House, The Mall, Luton. Our facilities are bright, spacious and easily accessible. We are conveniently situated just a few minutes away from Luton mainline train station and numerous bus routes, including the Luton & Dunstable Guided Busway. Junction 10 of the M1 is also close by and ample staff car parking is available.
Our evolving, dynamic service is now looking to complement our existing Multi-Disciplinary Team.
Person Specification
Qualifications
Essential
- NVQ Level 3 or equivalent experience in Customer Care
- ECDL or equivalent experience
Desirable
- 5 GSCEs including English and Mathematics or equivalent standard of education; or equivalent work based experience
Experience
Essential
- Working with the public
- Able to demonstrate commitment to and skills in customer care
- Proficient in the use of Microsoft Word, Excel, Outlook and other Microsoft and Trust applications.
- Proficient in using Lilie Electronic Client Record & Clinic Diary software or similar software systems
Knowledge
Essential
- Detailed knowledge of the Luton Sexual Health service and its current processes. (Training provided).
- Understanding of the need of confidentiality awareness at all times
- Understanding of the need of confidentiality awareness at all times
- Basic understanding of - NHS Operations. Sexual Health & HIV Standards of Care. Diversity. Service improvement. Health & Safety issues. Data Protection. Infection control, Legislation relevant to the post. Legislation relevant to post.
Communications Skills
Essential
- Excellent Customer Service/interpersonal skills
- Excellent verbal, non-verbal and written communication skills.
- Excellent telephone manner.
- Ability to adapt interactions to communicate effectively with a diverse range of individuals/client groups, using empathy and sensitivity
- Ability to demonstrate tact and diplomacy when handling sensitive issues
- Ability to contribute to effective team working and to develop positive working relationships.
Skills
Essential
- Good organisational skills.
- Demonstrable ability to prioritise workload.
- Ability to use initiative.
- Ability to take responsibility.
- Ability to analyse data/information obtained from different sources in order to inform decision making
- Ability to work under pressure using knowledge & experience to seek solutions to problems
- Ability to make decisions regarding constantly changing clinics and in response to variety of client queries; escalating where appropriate.
- Ability to work to deadlines and under pressure.
- Good numeracy.
Person Specification
Qualifications
Essential
- NVQ Level 3 or equivalent experience in Customer Care
- ECDL or equivalent experience
Desirable
- 5 GSCEs including English and Mathematics or equivalent standard of education; or equivalent work based experience
Experience
Essential
- Working with the public
- Able to demonstrate commitment to and skills in customer care
- Proficient in the use of Microsoft Word, Excel, Outlook and other Microsoft and Trust applications.
- Proficient in using Lilie Electronic Client Record & Clinic Diary software or similar software systems
Knowledge
Essential
- Detailed knowledge of the Luton Sexual Health service and its current processes. (Training provided).
- Understanding of the need of confidentiality awareness at all times
- Understanding of the need of confidentiality awareness at all times
- Basic understanding of - NHS Operations. Sexual Health & HIV Standards of Care. Diversity. Service improvement. Health & Safety issues. Data Protection. Infection control, Legislation relevant to the post. Legislation relevant to post.
Communications Skills
Essential
- Excellent Customer Service/interpersonal skills
- Excellent verbal, non-verbal and written communication skills.
- Excellent telephone manner.
- Ability to adapt interactions to communicate effectively with a diverse range of individuals/client groups, using empathy and sensitivity
- Ability to demonstrate tact and diplomacy when handling sensitive issues
- Ability to contribute to effective team working and to develop positive working relationships.
Skills
Essential
- Good organisational skills.
- Demonstrable ability to prioritise workload.
- Ability to use initiative.
- Ability to take responsibility.
- Ability to analyse data/information obtained from different sources in order to inform decision making
- Ability to work under pressure using knowledge & experience to seek solutions to problems
- Ability to make decisions regarding constantly changing clinics and in response to variety of client queries; escalating where appropriate.
- Ability to work to deadlines and under pressure.
- Good numeracy.
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).
