Job summary
We are currently looking for an enthusiastic individual to join the Trust's Service Desk team to cover a secondment for 6 months to be based at either Scunthorpe General Hospital or Diana, Princess of Wales Hospital in Grimsby.
We need someone who can help us in helping others and is interested in working in a Service Desk/Call Centre role within the NHS, this role also has a considerable amount of administrative function within it.
You must have excellent customer service skills and be able to integrate well within the department having excellent communication and interpersonal skills.
A good standard of GCSE education (or equivalent) of at least five passes at level 'C' or above which must include English and Maths.
You must also be IT literate with a good working knowledge of MS Office applications and ideally be able to demonstrate experience of customer service.
Main duties of the job
- To provide support in facilitating the function of the Trust Service Desk; to log incidents, requests for solutions and service requests for identified Digital Services requirements and Estates and Facilities requests.
- To monitor all activities associated with the support of staff members within the Trust, and to maintain accurate records relating to the role for the directorate and overall Trust.
About us
NLAG is part of one of the largest acute and community Group arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.
Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Group has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.
Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.
As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.
We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Group and our community.
Should we receive a high volume of applications the advert may be closed earlier than stated.
Job description
Job responsibilities
For more detailed information, please read the job description linked below.
As a Trust we are keen to offer and encourage flexible working opportunities to address health and wellbeing and work-life balance for our employees, this will have a positive impact on the care we provide.
Flexible working is part of a wider commitment to improve the quality and experience of working life and we recognise that it is a key contributor for the recruitment and retention of our employees.
We therefore support and encourage open conversations around a specific working pattern to suit your work-life balance or a multi-role career, if it works for you and works for the role, we'll do our best to make it happen.
Local flexible working arrangements are developed in partnership between the line manager and employee in order to ensure equality of access to flexible working, as far as practicable, regardless of role, shift pattern, team or pay, based on: patient/service user and staff experience, service delivery and work-life balance of colleagues.
We are committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all and staff feel empowered to carry out their duties to the best of their abilities. As employers we are committed to promoting and protecting the physical and mental health and well-being of all our staff. This underpins our values as set out in the NHS Constitution, supports us to be an Employer of Choice and ultimately enables our employees to support the effective care of our patients.
We strongly value the different perspectives and ideas a diverse workforce brings to deliver better outcomes for our patients. We welcome applications irrespective of peoples age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.
To learn more about Northern Lincolnshire and Goole NHS Foundation Trust, and discover the unique benefits on offer to employees, view our latest videos, plus more, please visit our recruitment website at https://joinnlag.co.uk/
In line with the General Data Protection Regulation (GDPR), the Recruitment & Workforce team will use and hold your personal data for the intended purpose and in line with the Recruitment & Workforce Privacy Statement.
We are committed to safeguarding the welfare of children/vulnerable adults and expect the same commitment from all staff and volunteers.
Please be aware that all new employees starting work with us will be charged for the cost of their DBS check, if it is required for their role.
Person Specification
Education & Qualifications
Essential
- 5 GCSE grades A to C or equivalent to include Maths and English
- Evidence of continuing professional development
- Typing / word processing qualification
- European Computer Driving Licence (ECDL) or Computer Literacy and Information Technology (CLAIT) or equivalent
- NVQ Level 2 in Business Admin or Customer Service or recognised equivalent
Desirable
- A Levels or equivalent
- NVQ Level 3 in Business Admin or Customer Service or recognised equivalent
Occupational Exp & Abilites
Essential
- Experience of working in a Customer Service environment
- Demonstrable experience of working in a first line call centre environment
- Administration Skills
- Experience of team working being an effective team player
- Working within a change environment
Desirable
- Demonstrable experience of working in a first line IT technical support call centre environment
Personal Qualities
Desirable
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 details
Employer name
Northern Lincolnshire and Goole NHS Foundation Trust
Address
Scunthorpe General Hospital
Cliff Gardens
Scunthorpe
DN15 7BH