Job summary
- Main area
- Customer Services Officer
- Grade
- NHS AfC: Band 2
- Contract
- Permanent
- Hours
- Part time - 17 hours per week (1 in 4 Saturdays)
- Job ref
- 301-IT-25-7309269
- Employer
- Midlands Partnership University NHS Foundation Trust - Inclusion Services
- Employer type
- NHS
- Site
- Haymarket Health
- Town
- Leicester
- Salary
- £24,169 Per annum, pro rata
- Salary period
- Yearly
- Closing
- 21/07/2025 23:59
Employer heading
Customer Services Clerk
NHS AfC: Band 2
Job overview
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:-
Thursday 8.00am – 4.15pm
Friday 8.00am – 4.15pm
One Saturday per month 9.00am – 300pm
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
Working for our organisation
Detailed job description and main 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
Essential criteria
- 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
Essential criteria
- Ability and experience of using IT systems including Microsoft Office and Outlook and have accurate and competent keyboard skills
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Karen Heathcote
- Job title
- Senior Administration Manager
- Email address
- [email protected]
- Telephone number
- 0116 4028056
- Additional information
- If you would like to know more and find out whether joining our dedicated team is for you then please get in touch with Karen as we would love to hear from you.We do not accept CVs. Applications will only be considered if made via the website.
Please be aware that the use of artificial intelligence (AI) in completing application forms will be monitored to ensure fairness and transparency. If you have used AI you must state this in your application.
Please note, we may be required to close this vacancy early if we receive a high volume of applications.
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