About this role
Job summary
**Internal applicants only**
If you have experience of providing great customer services, then this is the role for you.
This vacancy is for 22.5 hours a week a fixed term until September 2027.
We would support a secondment from an internal candidate, but you must have approval from your manager prior to applying.
Candidates must be able to work a 24/7 shift pattern that includes a mixture of shifts seven days a week. Shift types include Long Day 1 (06:30 to 18:45), Long Day 2 (08:30 to 20:45), Night (18:30 to 06:45) and a Float Shift, which typically runs from 08:30 to 16:30 but may be adjusted slightly to meet service needs. There is also an option to split a long day with a colleague; however, this is an ad hoc local arrangement and cannot be guaranteed.
Successful candidates will commence at Band 2 and once appropriate in-house training has been completed will progress to a Band 3. Training typically takes up to 12 weeks but may be completed sooner depending on previous experience.
Please note - remote interviews will not be an option, only face to face interviews.
Main duties of the job
This is a busy and varied role and in addition to answering calls, part of the role involves retrieving patient case notes, predominantly from the in-house Library but also from other departments or offices within the hospital.
We are looking for individuals whohave fantastic communication skills to work in this busy, challenging and rewarding environment.They must have a clear telephone voice, be computer literate, used to working under pressure and able to switch between tasks quickly and efficiently.
This role will commence at Band 2 whilst undergoing a supervised training period of up to 12 weeks within Switchboard to gain the administrative and technical experience required for the role. It may be possible for candidates to complete the training sooner dependent upon previous relevant experience.Upon successful completion of the In-house Training Programme, performance measures and they have demonstrated appropriate working practices based on Trust Values and behaviours, the post holder will then move to a permanent Band 3 post.
Please note, the department is unable to support a fixed shift pattern therefore candidatesmustbe able to work a variable 24/7 rota pattern.
Unsociable hours including evenings, overnight and weekends will be paid at an enhanced rate.
About us
At Harrogate and District NHS Foundation Trust we provide outstanding care to both our patients and our staff. We support staff through benefits, health and wellbeing initiatives and opportunities for personal and professional development.
An inclusive and supportive culture our Trust encourages staff to bring their whole selves to work and active Staff Networks identify areas for improvement. Staff Recognition - as well as regular appraisals, we recognise staff with our Making a Difference, Team of the Month Awards & Colleague Recognition Awards Employee Support and wellbeing - we have a comprehensive Employee Assistance Programme, counselling service and fast track physiotherapy service for employees. Staff Benefits - We have a range of staff benefits and schemes to support staff health, engagement, wellbeing and inclusion.
Job description Job responsibilities
For more information please see the job description and person specification attached.
This job description gives only the principal duties and responsibilities of the post and the post holder may be required to perform other ad hoc duties. This job description is subject to review in accordance with any change in Trust policy or future development.
Person Specification
Experience Essential
Competent in the use of MS Office. Word, Excel, Outlook. Recent, relevant activity working as a team member to deliver customer service. Evidence of extensive use of IT to support daily working activity over a minimum of 2 years Proven Communication skills, good telephone manner, eye for detail. Punctual and reliable. Willing and able to enthusiastically engage with a mentally and physically stimulating role at all times. Able to cover shifts at short notice including working unsociable hours.
Desirable
NHS experience Knowledge of / trained in PCS NHS Switchboard/Call Centre experience Experience of variable shift working an advantage. Experience of NHS computerised records and filing systems
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Harrogate and District NHS Foundation Trust
Address Harrogate District Foundation Trust
Lancaster Park Road
Harrogate
HG2 7SX
United Kingdom
Employer's website https://www.hdft.nhs.uk/ (Opens in a new tab)