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- Tasks: Support the Operations Team by managing patient feedback and improving service delivery.
- Company: Join a well-established and successful healthcare practice in Portsmouth.
- Benefits: Gain valuable experience, receive training, and enjoy a supportive work environment.
- Why this job: Make a real difference in patient experiences while developing your skills.
- Qualifications: 5 years of experience in customer service and strong problem-solving skills.
- Other info: Dynamic role with opportunities for personal growth and development.
The predicted salary is between 24000 - 36000 £ per year.
Are you meticulous in your attention to detail and enjoy working to deadlines? Do you have a passion for improving service delivery and quality improvement? If so, then we are keen to hear from you for an exciting opportunity within the Operations Team, based at our Kingston Crescent Surgery.
As Operations Support Assistant, you will predominantly be dealing with complaints, compliments and patient feedback to the practice. The post can be demanding at times, but can bring great job satisfaction, as you will have crucial input into improving the experiences and outcomes for our patients. If you have a passion for finding the root cause of an issue and can make an unbiased decision from an investigation, then we are keen to hear from you.
Main duties of the job
An exciting opportunity has arisen to join the Operations Team, based at our Kingston Crescent Surgery as Operations Support Assistant. You will be dedicated to providing a high-quality service and quality improvement for patients and their families/carers by supporting the resolution of concerns and complaints, in line with NHS guidance.
You will be predominantly responsible for dealing with the complaints and ensuring ongoing communication and effective engagement of all parties involved in the process. As part of your role, you will also be required to take part in reflective learning and contribute to the smooth running of the Operations department through administrative support.
The role requires attention to detail and the post holder must be able to reprioritise their workload regularly and proactively. The post can be challenging but is highly rewarding as you will have crucial input into improving the experiences and outcomes for our patients and their families/carers. Working closely with the Operations Lead, you will have lots of support and training available to you.
Please be aware, this is not a patient facing role, and will require resilience.
About us
Portsdown Group Practice covers the whole of Portsmouth from postcodes PO1 to PO7. We operate from 6 surgeries: Cosham Park House (PO6 3BG), Crookhorn Lane (PO7 5XP), Heyward Road (PO4 0DY), Kingston Crescent (PO2 8AL), Paulsgrove (PO6 4HJ), and Somerstown (PO5 4EZ). We are our own Primary Care Network (PCN). We have Clinical Partners, Salaried GPs and a comprehensive Nursing and extended clinical team overseen by our Clinical Team Manager. The team consists of Nurse/Paramedic Practitioners, Registered Nurses, HCAs, MSK Physiotherapists, Podiatrist, Social Prescribers and Care Coordinators. The Pharmacy team consists of Clinical Pharmacists and Pharmacy Technicians. The Practice is well established, financially secure and successful. Over the last few years, we have earned maximum QOF points.
Job responsibilities
PLEASE ENSURE YOU READ OUR COMPREHENSIVE VACANCY PACK AND JOB DESCRIPTION TO THE RIGHT. THIS WILL PROVIDE YOU WITH FURTHER INFORMATION ON THE ROLE, AND ENABLE YOU TO COMPLETE YOUR ONLINE APPLICATION.
Person Specification
- Minimum 5 years experience in a work environment
- Experience in dealing with challenging or difficult circumstances that you can evidence in your application
- Significant experience of working in a patient, public or customer facing role.
- Experience of dealing with NHS complaints
- Experience in verbal and written complaint responses
Skills
- Highly motivated
- Proactive problem-solving skills
- Excellent IT skills with strength in Microsoft Excel
- High attention to detail
- Excellent planning skills and the ability to respond to time frames and deadlines
- Confident and willing to appropriately debate or negotiate where necessary
- Positive attitude with customer service as a core value
- Highly organised in managing own workload
- Able to act on own initiative when required
Qualifications
- Excellent achievement in English GCSE or equivalent
- Customer Service qualification or equivalent
- NHS Complaints Training
Knowledge
- Customer Service
- Complaints Management
- NHSE Complaints timeframes
- Knowledge of patient advocacy services
- Significant Event Understanding
Other
Do you require sponsorship from Portsdown Group Practice?
Operations Support Assistant in Portsmouth employer: Portsdown Group Practice
Contact Detail:
Portsdown Group Practice Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Support Assistant in Portsmouth
✨Tip Number 1
Get to know the company! Research Portsdown Group Practice and understand their values and mission. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to handling complaints and improving service delivery. Use the vacancy pack as a guide to anticipate what they might ask and rehearse your answers.
✨Tip Number 3
Show off your skills! During the interview, highlight your attention to detail and problem-solving abilities with real-life examples. This will demonstrate how you can contribute to the Operations Team and improve patient experiences.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you on their radar.
We think you need these skills to ace Operations Support Assistant in Portsmouth
Some tips for your application 🫡
Read the Job Description Thoroughly: Before you start your application, make sure to read the job description and vacancy pack carefully. This will help you understand what we're looking for in an Operations Support Assistant and tailor your application accordingly.
Showcase Your Experience: Highlight your relevant experience, especially in dealing with complaints and customer service. We want to see how your background aligns with the role, so don’t hold back on sharing specific examples that demonstrate your skills.
Be Detail-Oriented: Since attention to detail is key for this role, ensure your application is free from typos and errors. A well-organised and polished application reflects your ability to manage tasks effectively, which is crucial for us.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you're proactive, which we love!
How to prepare for a job interview at Portsdown Group Practice
✨Know Your Stuff
Make sure you thoroughly read the job description and understand the key responsibilities. Familiarise yourself with NHS complaints procedures and be ready to discuss how your experience aligns with the role of Operations Support Assistant.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past work where you've successfully dealt with complaints or challenging situations. Highlight your proactive approach and how you found root causes to improve service delivery.
✨Demonstrate Attention to Detail
Since this role requires meticulous attention to detail, be prepared to discuss how you manage your workload and ensure accuracy in your tasks. You might even want to bring a sample of your work that showcases your organisational skills.
✨Engage with the Interviewers
Remember, interviews are a two-way street! Prepare thoughtful questions about the team dynamics and how they handle patient feedback. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
