(**) Customer Service Operator

Mid and South Essex NHS Foundation Trust is one of the biggest trusts in the country, following the merger of Mid Essex, Basildon and Southend hospitals in April 2020.

Main area Operator Grade Band 3 Contract Permanent Hours Part time - 22.5 hours per week (Will include a mix of the following shifts: 7AM-3PM,8AM-4PM,9AM-5PM,3PM-11PM &11PM-7AM) Job ref 390-NR-EFM-SO-4947

Site Southend Town Westcliff Salary £25,760 Per Annum (Pro Rata for Part Time) Salary period Yearly Closing 20/10/2026 23:59

Mid and South Essex NHS Foundation Trust is the onlyacute hospital provider in the Mid and South Essex Integrated Care System (ICS), which is a system of health and care partners working together for our local population.

Within Mid and South Essex there are 149 GP practices, operating from over 200 sites, forming 27 Primary Care Networks and one Ambulance Trust. There are also three main community and mental health service providers who work together through a community collaborative.

We collaborate with other valuable partners, including three Healthwatch organisations, nine voluntary and community sector organisations and three top tier local authorities, with seven district, borough and city councils, as well as our local universities.

Job overview

We are looking for enthusiastic team players to join our friendly, professional and extremely fast-paced Customer Services Department on a part-time basis ( 2 x 22.5-hour posts)

This is an outstanding opportunity to join our fast-growing, forward-thinking Customer Services Switchboard Operators team who provide a high quality of service dealing with a very varied queries and urgent/emergency calls.

As a Customer Services Operator you would be expected to ensure that our patient/visitors’ experience follows the Trust values, supporting and respecting our patients/visitors/staff at all times. Applicants will be expected to be excellent communicators, responsive, effective, calm and provide a courteous service in all circumstances during their shift.

No VISA sponsorship available for this role

Previous candidates need not apply

Main duties of the job

Working in autonomy and supported by the MSE Head of Customer Services and and the Supervisor, the Customer Services Operator will provide an excellent level of service within a 4 week 365/24/7 staff rota across a varied shift pattern which includes all weekends, unsocial hours and public holidays including Christmas.

You should be able to demonstrate high standards of customer care to build caller confidence whilst ensuring an efficient call handling service, balancing performance, assist the department to cover sickness but also with excellent customer service delivery. There may be shifts that require lone working once the postholder is fully competent following extensive training and experience.

You will need to possess excellent literacy and good numeric skills, be confident and able to work under pressure whilst remaining polite and courteous at all times, as these are essential requirements for the role. Punctuality and adherence to the department code of conduct are essential. Knowledge of Information Technology (Microsoft Packages) keyboard skills and Patient Administration System, would be beneficial too.

This vacancy will be for the Southend Site, however there may be circumstances that you may have to cover another site.

Working for our organisation

Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.

We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust

Detailed job description and main responsibilities

Are you looking for an exciting customer-focused role using your unique qualities, then we want to hear from you.

For full details about this varied and rewarding role, please see attached job description.

We look forward to your application.

Please be aware that we reserve the right to close this vacancy early if we receive a suitable number of applications.

Unfortunately, there is no Visa Sponsorship available for this role. Whilst we are able to employ candidates on a graduate Visa, we are unable to offer sponsorship once the graduate visa expires.

Qualifications

• GCSE or equivalent experience
• NVQ Level 2/3 Customer Services or equivalent experience

Knowledge and Experience

• Call centre experience
• Knowledge of data protection and patient confidentiality

Please be aware as per the new Immigration guidelines we cannot sponsor candidates with a salary (full time or pro Rata) under the current minimum threshold.

Please note, the selection processes at Mid and South Essex NHS Foundation Trust are in place to ensure we recruit candidates with the right skills and values, please be advised that the use of AI in applications are monitored. We remain vigilant against candidates who misuse these tools to generate an application that doesn’t accurately reflect their skills, and you will be required to declare on your application if AI has been used before submitting your application.

Employer certification / accreditation badges

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.

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