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- Tasks: Provide top-notch customer service and support for sexual health services.
- Company: Join Inclusion, a caring part of the NHS focused on community wellbeing.
- Benefits: Flexible hours, training opportunities, and a supportive work environment.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: NVQ Level 2 in Customer Service or equivalent experience required.
- Other info: Dynamic role with a focus on inclusivity and patient care.
The predicted salary is between 24000 - 36000 £ per year.
This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn
Customer Services Officer Sexual Health Services, Midlands Partnership Foundation Trust, based at The Haymarket Shopping Centre, Leicester, LE1 3YT
Service opening times are Monday to Friday 8.00 am – 7pm and Saturday 9.00 am – 3pm,
Working Pattern:-
Wednesday 8 – 7pm Thursday 8 – 7pm Friday 8 – 4pm Plus one 6 hr Saturday per month – total 30 hrs
An exciting opportunity has arisen for a permanent position within our Customer Services call centre and reception team.
We are looking for an enthusiastic individual who possess excellent communications skills and able to work under pressure and are able to deal with difficult and sensitive situations. They must be non-judgemental in their approach, with a good understanding of data protection and confidentiality. They must be committed to the delivery of high standards of patient care in line with our trust values.
The successful post holder will be first point of contact within our call centre, booking appointments, dealing with queries and signposting to other partners. Reception cover is also required when needed. We receive up to 4000 calls a month therefore experience within a call centre setting or similar environment is essential with the ability to be clear and concise. The post includes covering one Saturday per month.
Main duties of the job
MAIN DUTIES
To support service users to access all aspects of the provision available from the Integrated Sexual Health Service
To provide support to the Customer Services Supervisor regarding customer service for service users
About us
Inclusion, created in 2002 is part of the Specialist Services Care Group of Midlands Partnership University NHS Foundation Trust (MPFT). We provide caring and effective services across England, including, West Yorkshire, West Midlands, East Midlands, West Mercia, Thames Valley, Hampshire, Isle of Wight and Thurrock, Essex.We support individuals, families and communities who are affected by addiction, crime, mental health or need treatment for their sexual health. We believe that the individuals and families who use our services should receive high quality, committed and inclusive care, realising all the benefits a modern NHS organisation can provide.We work with patients and our staff teams to achieve the best outcomes we can. We invest heavily in training and development, and the wellbeing of our people, both staff and service users is central to who we are. Here at MPFT, we are proud of the comprehensive wellbeing and lifestyle support offer available, in addition to in-house training and coaching support.Our services are robustly governed, evidence-based, inclusive, and designed and provided in conjunction with service users. We are committed to providing the best service we can, and if you share our values, we want you on our team!
Job responsibilities
Please see the attached Job Description and Person Specification for further details. A summary is below:
- Providing a full range of customer service duties
- To provide a first point of contact for all service users and carers, via:
- Meet and greet service users and supporting their access to the self-managed care options
- Providing a telephone service to all service users, book appointments using the Inform EPR system and signposting to other spokes and services
- Taking other phone calls, as appropriate, accurately recording messages and ensuring they are passed on appropriately
- To support the clinical provision of care at spoke clinics by assisting, upon request by the ISH clinical team
- To be courteous, friendly and having a helpful manner to all service users.
- To provide efficient record keeping both electronic and written in accordance with Trust policies
- To input data onto, or to cleanse data from, the Inform system or any other system as required.
- Maintain patient/client records in accordance with Information Management policies, updating/amending demographics and clinic details on the Inform system where necessary. Paper clinical records may need to be prepared, retrieved and filed for some services. Ensure compliance on filing, retention and destruction, including scanning and archiving as appropriate
Person Specification
Qualifications
- NVQ Level 2 in Customer Service or equivalent qualification or equivalent knowledge gained through relevant experience
- Good standard of general education including GCSE English and Maths grade 4 or above (or equivalent level of qualification)
Experience
- Ability and experience of using IT systems including Microsoft Office and Outlook and have accurate and competent keyboard 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 name
Inclusion
Address
Haymarket Health
Haymarket Shopping Centre 10 Kemble Gallery
Haymarket Shopping Centre 10 Kemble Gallery
#J-18808-Ljbffr
Customer Services Clerk employer: Inclusion
Contact Detail:
Inclusion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Clerk
✨Tip Number 1
Get to know the company! Research Midlands Partnership Foundation Trust and their values. When you understand what they stand for, you can tailor your approach during interviews to show how you align with their mission.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of a mirror. This will help you articulate your thoughts clearly and confidently, especially when discussing your customer service experience.
✨Tip Number 3
Be ready to showcase your skills! Prepare examples from your past experiences that highlight your communication skills and ability to handle pressure. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows your enthusiasm for the role and keeps you fresh in their minds!
We think you need these skills to ace Customer Services Clerk
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Services Clerk. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills: Since this role involves a lot of interaction with service users, it’s crucial to demonstrate your excellent communication skills in your written application. Use clear and concise language to show us you can handle sensitive situations with ease.
Highlight Relevant Experience: If you've worked in a call centre or similar environment before, make sure to mention it! We love seeing candidates who have experience dealing with high volumes of calls and can keep their cool under pressure.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with us at Midlands Partnership Foundation Trust.
How to prepare for a job interview at Inclusion
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Services Clerk role. Familiarise yourself with the job description and responsibilities, especially around handling sensitive situations and data protection. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
As this role requires excellent communication skills, prepare examples from your past experiences where you've effectively communicated with customers or handled difficult situations. Practising clear and concise responses will demonstrate your ability to thrive in a busy call centre environment.
✨Demonstrate Your Commitment to Patient Care
The trust values high standards of patient care, so be ready to discuss how you prioritise service users' needs. Share any relevant experiences that highlight your non-judgemental approach and commitment to providing inclusive care, which aligns with the organisation's ethos.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions during your interview, such as how you'd handle a challenging customer or manage multiple calls at once. Think through potential scenarios beforehand and outline your thought process, showing your ability to remain calm under pressure and provide effective solutions.