|Job Ref:||CA_39253||Employer:||Carillion plc||Job Type:||Permanent||Country:||United Kingdom||City:||Cosham||Address:||Post Code:||PO6||Post Date:||27/10/2016 01:05|
Purpose of Role
To provide a customer focused Help Desk service, dealing accurately with all client / customer requests, managing all complaints in a sensitive and efficient manner. Respond to all calls in a timely manner, ensuring appropriate actions are taken and records maintained.
Service Delivery - Receive and process customer telephone, email, fax or Internet requests to ensure the timely and effective completion of work, in accordance with the service level specification. - Ensure that the relevant information is accurately logged into the Carillion databases in accordance with Performance Management System (PMS) to enable the effective transfer of information to the appropriate department for action. Provide the department with a task number. - Provide an administrative support service to the team (including distribution of mail; typing; filing; and dealing with telephone calls as necessary) to maximise efficiency and also to facilitate a good responsive customer service. - Regularly review logged calls on the databases, to monitor progress, identify priority tasks and ensure timely completion. - Ensure information on completed and partially completed tasks is entered into the databases, maintaining accurately the current status of all tasks - Follow the Help Desk logging procedures for the whole unit and be the focal point for all calls.- Responsible for passing on instructions to Facilities staff, recording such action in response to calls, requests etc, so enabling staff to meet the performance targets of the contract. -Support the co-ordinated response to emergencies in a timely and professional manner. Service Monitoring - To centrally co-ordinate and support the activities of all within the Contract and assist in achieving the integration of information and service standards in a customer focused environment. - Participate in workplace inspections and risk assessments on a regular basis within the areas of responsibilityService Development- Assist in the development and continued update of Help-Desk procedures/task manual- Help to develop, implement and maintain administrative systems within the areas (using IT where appropriate), which positively contributes to the effective and efficient management of information. - To participate in additional training based on specific needs of the Post Holder and the services level requirements, so to maintain a professional image. - Take responsibility within the Trust’s and Carillion’s Fire Safety Procedures. - Co-operate fully in ensuring compliance with the Health and Safety at Work Act NA reasonable care of your own safety and that of others who may be effected by your acts of omissions, including patients, staff and visitors.- Not, intentionally, recklessly or otherwise commit any act that adversely affects measures taken to protect the Health, Safety, Welfare and Sustainability of yourself or other users of Portsmouth Hospitals NHS Trust - To train on and, as necessary, to become familiar with other activities associated with the provision of a first class helpdesk service Including but not be limited to:- Answering calls with dignity, privacy and confidentiality- Following agreed procedures for all calls Provide Assistance with •· Outgoing calls•· MIP Procedures•· Faults•· Emergency Telephone callsAlarm monitoring procedures where appropriate - To collaborate with peers and other Carillion staff to ensure that Facilities Management (FM) services generally are supported fully by the actions of the Helpdesk/ NA Improvement- To actively remove via personal contribution, obstacles to effective Service delivery and the development of an integrated FM Service - To contribute to the business change programme as a result of direct experience in delivering the HelpDesk service.
Additional Role Information
All staff having access to computer information are subject to the Data Protection Act 1984
“The Company and the Trust requires its staff to maintain confidentiality and any disclosure of confidential information outside the proper and recognised course of duty will be treated as a serious disciplinary offence which could carry a penalty of dismissal. You are particularly required to note that all information about patients is always to be classified as confidential.”
Equipment / Facilities
Responsible for equipment and
Consumables associated with the managed service.
To work as part of a team
Person Specification Job Title: - Customer Services Advisor
Excellent keyboard skills.
Good team skills
Ability to learn, with desire/ability to develop