Customer Service Officer

Job summary To support and provide effective and efficient customer service to all customers using the hospital facilities.
Support the delivery of a high performing service team to deliver corporate aims, objectives and aspirations of the Directorate and the Trust.
Delivering excellent customer care and undertakes the role in line with the vision and values of the organisation and display integrity, fairness exemplary personal behaviour and be a role model for other staff members.
Please note that applications from temporary workers who have been engaged with the Trust for a minimum of 3 months are welcome.
***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.
*** Main duties of the job Provide customer assistance regarding parking (eg pay stations, concession information etc) Answer intercom calls from motorists requiring assistance in car parks Validation of discounted parking Issue of discounted parking Issue of staff parking permits Taking payments from non-Trust staff/issuing monthly passes and long term public tickets Taking payments for parking charge notices if motorists wish to pay in person Monitoring car park queuing using the CCTV monitors Issue of hospital staff ID badges Answering telephone queries Answering general queries regarding the hospital To cover any duties of other colleagues in relation to the parking desk/permit system as required due to AL or absence About us We are a people business - where every member of staff matters and can make a difference.
Patients are at the heart of everything we do.
Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care.
The Trust has great opportunities for career development in a highly progressive working environment.
We offer all of this in a vibrant, modern city with a historic reputation for adventure.
PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY.
If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100.
We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles.
Please contact the recruiting manager to discuss this prior to your application submission.
We commit to giving this full consideration in each case.
We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams.
It is sometimes necessary to close vacancies before the closing date.
If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description Job responsibilities PRIMARY DUTIES & AREAS OF RESPONSIBILITY Provide customer assistance regarding parking (eg pay stations, concession information etc) Answer intercom calls from motorists requiring assistance in car parks Validation of discounted parking Issue of discounted parking Issue of staff parking permits Taking payments from non-Trust staff/issuing monthly passes and long term public tickets Taking payments for parking charge notices if motorists wish to pay in person Monitoring car park queuing using the CCTV monitors Issue of hospital staff ID badges Answering telephone queries Answering general queries regarding the hospital General To cover any duties of other colleagues in relation to the parking desk/permit system as required due to AL or absence Human Resources Be an effective member of the Directorate and an effective team member within the admin team, promoting a can do attitude through a style of communication that is inclusive, open and participative.
Support the delivery of change across the directorate by supporting innovation, flexible working and staff involvement, through effective communication, team briefing and liaison and building of relationships with staff at all levels.
Ensure personal identifiable information is handled in line with Records Management policy and Data Protection Act.
Communications Participate in team communications COMMUNICATIONS & WORKING RELATIONSHIPS All Trust staff All Directorate staff Members of the public Contractors / Service Engineers All Job Holders are required to: Work to the Trust values - Put patients first, Take ownership, Respect others, Be positive, Listen, learn and improve.
Adhere to Trust policies and procedures, Health and Safety at Work, Equal Opportunities etc.
Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff development and training.
Attend statutory, essential and mandatory training.
Respect the confidentiality of all matters relating to their employment and other members of staff.
All members of staff are required to comply with the requirements of the Data Protection Act 1998.
Comply with the Corporate Governance structure in keeping with the principles and standards set out by the Trust.
Comply with the codes of professional conduct set out by the professional body of which registration is required for the post.
Ensure they are familiar with the Risk Management Framework, follow policies, procedures and safe systems of work, make known any hazards or risks that they identify and take all necessary actions to reduce risk.
Ensure the welfare and safety of children within their care.
This includes staff who come into contact with children and families in the course of their work as well as those staff who have a specific role with children and families.
Ensure they attend Child Protection training at the appropriate level within the specified time frame.
Staff must comply with Safeguarding Policies and Procedures in order to promote safeguarding and prevent abuse to vulnerable people using Trust services.
Maintain the prevention and control of infection and fully comply with all current Trust Infection Control policies and procedures.
Take responsibility for any records that they create or use in the course of their duties, in line with the Public Records Act and be aware that any records created by an employee of the NHS are public records and may be subject to both legal and professional obligations.
Note This job description is neither definitive nor exhaustive and is not intended to be totally comprehensive.
It may be reviewed in the light of changing circumstances following consultation with the post holder.
This job description is to be read in conjunction with all current Plymouth Hospitals NHS Trust policies, procedures & guidelines.
Person Specification Qualifications Essential oNVQ Level 2 Business and Administration or equivalent demonstrable administrative experience Desirable oHigh level of typing skills to RSA 11/111 standard Knowledge and Experience Essential oProficient in MS Office oDemonstrable experience of dealing with members of public oDemonstrable administrative experience in busy office environment Desirable oDemonstrable experience in a large clinical setting Aptitude and Abilities Essential oAbility to work on own initiative in a busy environment oGood verbal and written communication skills