Job summary
The National Commercial and Procurement Hub (The Hub) is tasked to drive the Digital Agenda for General Practices and Healthcare Systems improving patients experience and supporting the deliverability of NHS services. It is at the forefront of driving digital developments into day-to-day use.
We have multiple positions available; the primary aim of this role is to proactively contribute to delivery of the National Commercial and Procurement Hub workplan and delivery teams through providing high quality customer service and providing project and procurement support to the activities of the Hub team. We want people who want to make a difference.
Be responsible for the delivery of high-quality customer services co-ordination, the post holder will have expertise in managing and co-ordinating day to day activities with customers.
The role will provide the opportunity to further develop within NHS delivery.
Main duties of the job
- Provide outstanding service to customers, dealing with both inbound/outbound calls/MS Teams calls and emails you will have excellent communications skills with the ability to stay calm under pressure.
- Provide administrative support and guidance to the core delivery teams and functions within the National Commercial and Procurement Hub.
- Respond to enquiries for information, provide policy information and assist customers in a proactive manner in a fast-paced environment.
- Co-ordinate the Hub administrative support function and ensure communications with customers are accurately logged on our records.
- To collaborate effectively, organise and manage multiple requests whilst adhering to internal procedures and working within deadlines.
- Support the development and delivery of continuous improvement of processes in support of customer services co-ordination and management for the Hub.
- Maintain effective, collaborative, and productive relationships with Hub team members, suppliers, and other stakeholders as required.
- Take responsibility for personal and professional development.
About us
We have multiple roles suitable for motivated individuals who would like to work within a proactive and professional team. This post is an excellent opportunity to form and develop your specialist skills, playing a key part in delivering high quality customer service within the modern NHS National Commercial and Procurement Hub environment and helping to make improvements to patient services. The post holders will be a strong team player with significant customer service and administration management experience.
By delivering high quality customer service and co-ordination of support activities to deliver the National Commercial and Procurement Hub programmes of work. The post holders will help to ensure value for public money and to improve outcomes for patients and reduce health inequalities.
Job description
Job responsibilities
- Co-ordinating and acting as a focal point providing excellent customer service to GP practices and other customers nationally.
- Overseeing the administration functions for the National Commercial and Procurement Hub that supports the core delivery team and the operations functions as required. This may include but not be limited to management and maintenance of team mailboxes and trackers, signposting internal and external queries, setting up and managing internal and external meetings, updating trackers and distribution lists.
- To ensure that customers and their staff operate within the legal and good practice frameworks for procurements.
- Ensuring tasks are actioned in a timely manner and within set timescales.
- Providing support to the procurement and project functions within the Hub team as needed.
- Working with Hub colleagues to provide support into compliance with corporate and directorate business processes e.g. time recording; statutory and mandatory training; management reporting.
- Providing support to Hub programmes of work including diary management, support with the production of training materials and customer meeting co-ordination. Ensuring streamlined processes are in place to support effective delivery.
- Paying attention to detail and maintaining the agreed file structures and organisation of documents within the team.
- Contributing to the development, automation and maintenance of processes to deliver routine customer services support activities.
- Contributing to identifying and delivering improvements to business management, maximising the benefits of systems used.
- Undertaking routine and ad hoc management reporting that allows meaningful decision-making.
- Working as part of the team to develop and maintain management reporting capabilities to support decision-making.
- To provide and receive complex, confidential, contentious and sensitive information and have the ability to either prepare this information for presentation to groups and individuals at all levels across a range of organisations, or to directly present it, as appropriate.
- Developing and maintaining effective relationships with key internal and external stakeholders to support effective delivery of the Hub workplan.
- Creating and implementing standard operating procedures, policies for own work area.
- Contributing to the administration of reporting processes including following up on queries.
- Supporting customer activity and processes to ensure that capacity is available to deliver the business plan.
- Utilising data across systems to generate analysis reports for business.
- Support the maintenance of resource management systems (e.g. including trackers, capacity planners).
- To authorise timesheets and expenses claims for team members under the instruction of the Senior Manager.
- To provide training and education to new members of the Team in the processes and working requirement .
Job description
Job responsibilities
- Co-ordinating and acting as a focal point providing excellent customer service to GP practices and other customers nationally.
- Overseeing the administration functions for the National Commercial and Procurement Hub that supports the core delivery team and the operations functions as required. This may include but not be limited to management and maintenance of team mailboxes and trackers, signposting internal and external queries, setting up and managing internal and external meetings, updating trackers and distribution lists.
- To ensure that customers and their staff operate within the legal and good practice frameworks for procurements.
- Ensuring tasks are actioned in a timely manner and within set timescales.
- Providing support to the procurement and project functions within the Hub team as needed.
- Working with Hub colleagues to provide support into compliance with corporate and directorate business processes e.g. time recording; statutory and mandatory training; management reporting.
- Providing support to Hub programmes of work including diary management, support with the production of training materials and customer meeting co-ordination. Ensuring streamlined processes are in place to support effective delivery.
- Paying attention to detail and maintaining the agreed file structures and organisation of documents within the team.
- Contributing to the development, automation and maintenance of processes to deliver routine customer services support activities.
- Contributing to identifying and delivering improvements to business management, maximising the benefits of systems used.
- Undertaking routine and ad hoc management reporting that allows meaningful decision-making.
- Working as part of the team to develop and maintain management reporting capabilities to support decision-making.
- To provide and receive complex, confidential, contentious and sensitive information and have the ability to either prepare this information for presentation to groups and individuals at all levels across a range of organisations, or to directly present it, as appropriate.
- Developing and maintaining effective relationships with key internal and external stakeholders to support effective delivery of the Hub workplan.
- Creating and implementing standard operating procedures, policies for own work area.
- Contributing to the administration of reporting processes including following up on queries.
- Supporting customer activity and processes to ensure that capacity is available to deliver the business plan.
- Utilising data across systems to generate analysis reports for business.
- Support the maintenance of resource management systems (e.g. including trackers, capacity planners).
- To authorise timesheets and expenses claims for team members under the instruction of the Senior Manager.
- To provide training and education to new members of the Team in the processes and working requirement .
Person Specification
Values & Behaviours
Essential
- Patient First - Customer Excellence, Aspirational, Collaborative, Insightful, Respectful
Education
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
Knowledge & Experience
Essential
- Evidence of continuing professional development, Further training or experience in customer service environments or co-ordinating business management and administrative processes, Knowledge and experience of range of business management procedures and practices including customer services, projects, business planning, service improvement, finance, process development, management reporting, Experience of working in a comparable environment within the public or private sector working in a customer focused environment.
Desirable
- Knowledge of project principles, continuous improvement techniques and tools, such as Prince 2 Foundation, QSIR and Agile/Lean
Skills & Capabilities
Essential
- Providing and receiving highly complex, sensitive and contentious business management information to and from a large team of people, requiring high levels of cooperation, compassion and empathy in processing, Understanding of customer and business management principles and practice, underpinned by experience, Excellent customer service skills, Effective interpersonal and communication skills, An ability to maintain confidentiality and trust, Professional calm and efficient manner, Collaborative and compassionate in approach, High level communication skills, including oral, written and presenting, Excellent IT skills including knowledge of Microsoft Office products, MS Teams, Ability to offer excellent customer service; attention to detail and understanding of the customer's requirements to create effective working relationships with customers and work effectively as part of both a Commercial and Procurement team and wider Project teams.
Person Specification
Values & Behaviours
Essential
- Patient First - Customer Excellence, Aspirational, Collaborative, Insightful, Respectful
Education
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
Knowledge & Experience
Essential
- Evidence of continuing professional development, Further training or experience in customer service environments or co-ordinating business management and administrative processes, Knowledge and experience of range of business management procedures and practices including customer services, projects, business planning, service improvement, finance, process development, management reporting, Experience of working in a comparable environment within the public or private sector working in a customer focused environment.
Desirable
- Knowledge of project principles, continuous improvement techniques and tools, such as Prince 2 Foundation, QSIR and Agile/Lean
Skills & Capabilities
Essential
- Providing and receiving highly complex, sensitive and contentious business management information to and from a large team of people, requiring high levels of cooperation, compassion and empathy in processing, Understanding of customer and business management principles and practice, underpinned by experience, Excellent customer service skills, Effective interpersonal and communication skills, An ability to maintain confidentiality and trust, Professional calm and efficient manner, Collaborative and compassionate in approach, High level communication skills, including oral, written and presenting, Excellent IT skills including knowledge of Microsoft Office products, MS Teams, Ability to offer excellent customer service; attention to detail and understanding of the customer's requirements to create effective working relationships with customers and work effectively as part of both a Commercial and Procurement team and wider Project teams.
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).
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