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- Tasks: Provide first-line support for procurement users and resolve operational issues quickly.
- Company: Join Whittington Health, a diverse NHS Trust dedicated to fair and accessible healthcare.
- Benefits: Enjoy a supportive work environment with opportunities for training and development.
- Why this job: Make a real impact in healthcare while developing your skills in a collaborative team.
- Qualifications: GCSEs in at least 5 subjects including maths and English; experience in procurement is a plus.
- Other info: This role is office-based with occasional site visits; flexibility and problem-solving skills are essential.
The predicted salary is between 24000 - 36000 £ per year.
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Partner’s procurement service hosted by the Whittington Hospital NHS Trust:
Partner Trusts are establishing the Partners Procurement Service (PPS) in order to improve their combined procurement effectiveness and deliver better value for money.
The participating Partner Trusts are:
Moorfields Eye Hospital NHS Foundation Trust (MEH)
Royal Free London NHS Foundation Trust (RFL)
The Whittington Health NHS Trust (WH)
The PPS is jointly and equally owned by all Partner Trusts and is hosted by WH, but staff may be employed on any of the PPS sites.
The rationale for the creation of the PPS is to establish a shared service able to improve the quality of a wide range of procurement services and the provision of advice, deliver a more cost effective procurement and supply chain solution and enhance the non-pay benefits to each Trust.
Main duties of the job
The role of the Customer Service Agent encompasses the following:
To provide prompt 1st line support from telephone, intranet (helpdesk portal) and email requests
To ensure operational problems are resolved as quickly as possible
To enter all requests correctly into the Helpdesk system and allocate to 2nd line support as necessary.
Provide first line support for procurement users within Partner Trusts, investigating and rectifying basic issues such as password changes, the status or requisitions or orders within the procurement system, missing catalogue items, new catalogue items, order expediting, price queries, advice on SFIs and other Trust policies, including advice on best practice.
Provide quick and effective escalation of more complex issues to appropriate category teams or leadership.
To support training and development programs, presentations and literature;
Working for our organisation
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Detailed job description and main responsibilities
MAIN DUTIES
The role of the Customer Service Agent encompasses the following:
- To provide prompt 1st line support from telephone, intranet (helpdesk portal) and email requests
- To ensure operational problems are resolved as quickly as possible.
KEY RESULT AREA
Communication/Relationship Skills
Liaise effectively with Partner Trust stakeholders, other directorates and divisions regarding systems and operational procurement service, development and maintenance issues.
Knowledge, Training and Experience
Knowledge of procurement systems and wide raging procurement procedures acquired through formal training or experience to diploma level equivalent.
Analytical and Judgmental Skills
Dealing with queries relating to information and data.
Able to ensure quality, consistency and accuracy when comparing data from different sources.
Planning and Organisational Skills
Plan daily workload in terms of prioritising to meet end user requirements and time-lines.
Policy
Oversee to the quality control of the systems.
Develops protocols for own work area and makes suggestions for changes or improvements across multiple disciplines with PPS and wider trust membership.
Freedom To Act
Work within PPS policies and procedures and seeks advice where necessary taking advice.
To work unsupervised, prioritising workload to the best advantage of the Partner Trusts and using judgement and logic to resolve issues.
Mental Effort
Frequently necessary for periods of concentration and attention to detail.
Working conditions
Is principally office based with the occasional visit to an off-site supplier and more routine visits to Partner Trust sites.
Physical conditions
Considerable periods of time sitting in a restricted position working on the PC.
General
To adhere to the PPS customer requirement standard and to adopt a professional approach to customer care at all times.
Please see Job description and personal specification for full outline of main role and responsibilities.
Person specification
Knowledge & Experience
- Experience within a procurement department within the NHS
- Years of experience
Analytical & Judgment Skills
- Flexible approach to problem solving
- Ability to cope with frequent interruptions
- Experience of operating and utilizing computer systems to provide information for management reports
Skills & Abilities
- Good oral and written communication skills and pleasant telephone manner
- Ability to input, retrieve and manipulate data within information systems
- Good organisational and project skills
Education and Qualification
- GSCE’s or equivalent in at least 5 subjects including maths and English
- Diploma in commercially related subject or equivalent
SAFEGUARDING CHILDREN AND ADULTS
To comply with the Trust’s Safeguarding Children and Adults policies, procedures and protocols. All individual members of staff (paid or unpaid) have a duty to safeguard and promote the welfare of children, young people and vulnerable adults This will require you to:
- Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children and young people.
- Ensure you are familiar and comply with theLondon Multi Agency Safeguarding Vulnerable Adults Pan London Procedures.
- Ensure you are familiar and comply with local protocols and systems for information sharing.
- Know the appropriate contact numbers and required reporting lines.
- Participate in required training and supervision.
- Comply with required professional boundaries and codes of conduct
Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.
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Customer Service Agent employer: Whittington Health NHS Trust
Contact Detail:
Whittington Health NHS Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent
✨Tip Number 1
Familiarise yourself with the procurement processes and systems used within the NHS. Understanding the specific tools and software that the Partner Trusts utilise will give you a significant advantage during interviews.
✨Tip Number 2
Highlight your communication skills, especially your ability to liaise with various stakeholders. Prepare examples of how you've effectively resolved issues or provided support in previous roles to demonstrate your capability.
✨Tip Number 3
Showcase your problem-solving skills by preparing scenarios where you've successfully navigated challenges in a customer service environment. This will illustrate your analytical abilities and flexibility in handling unexpected situations.
✨Tip Number 4
Research Whittington Health and its commitment to diversity and inclusion. Be ready to discuss how your values align with theirs and how you can contribute to creating an inclusive workplace.
We think you need these skills to ace Customer Service Agent
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Agent. Familiarise yourself with the key duties such as providing first line support and resolving operational problems.
Tailor Your CV: Highlight relevant experience in customer service and procurement. Use specific examples that demonstrate your ability to handle queries, manage data, and communicate effectively with stakeholders.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the organisation. Mention how your skills align with the job requirements and your commitment to providing excellent customer care.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Whittington Health NHS Trust
✨Understand the Role
Make sure you thoroughly read the job description and understand the key responsibilities of a Customer Service Agent. Be prepared to discuss how your previous experience aligns with providing first-line support and resolving operational problems.
✨Showcase Communication Skills
Since the role involves liaising with various stakeholders, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated in past roles, especially in high-pressure situations.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've successfully resolved issues or improved processes. Highlight your analytical skills and how you approach problem-solving, particularly in a procurement context.
✨Familiarise Yourself with Procurement Systems
If you have experience with procurement systems, be sure to mention it. If not, do some research on common systems used in the NHS and be prepared to discuss how you would quickly learn and adapt to new technologies.
