About this role
Job summary
This is an exciting opportunity to join the Executive Office Team as Receptionist / Switchboard Assistant based at our Wolverhampton Office in the Civic Centre.
The postholder will be responsible for delivering an effective and competent front of house service, managing both the ICBs reception desk and switchboard during office hours. You will act as first point of contact for calls to the switchboard, visitors and enquiries using initiative to deal with queries and referring to others as appropriate. You will also be a key contact for internal and external stakeholders and will be expected to provide an excellent level of customer service.
The postholder will need to be able to deal with a wide range of queries demonstrating knowledge of the organisation. You will work as part of the wider Executive Office Team to provide office management across the cluster working as part of a very busy team with the work, at times, being very pressurised and you should be adept, confident and flexible to meet the ever-changing demands.
Main duties of the job
The postholder will
- Work flexibly and manage both the ICB s reception desk and switchboard during office hours.
- Act as first point of contact for calls to the switchboard, visitors and enquiries/requests coming into the Office Enquiries inbox, using initiative to deal with the queries and referring to others as appropriate.
- Receive visitors with an excellent level of customer service.
- Provide cross cover and assist colleagues within the Executive Office team as required.
- Exchange information with other parties confidentially and sensitively.
- Undertake administrative tasks such as printing, scanning and photocopying
- Liaise with Reception teams at Civic Centre and Alpha Tower with regard to visitors, phone calls, logging of repair requests, etc.
- Order and receive deliveries ensuring goods are forwarded/stored appropriately.
- Assist colleagues with room bookings.
- Deal with incoming and outgoing post, stationery supplies and secure storage, including keys.
- Gingco (electronic desk and meeting room booking system) dealing with queries, assisting colleagues with bookings, liaising with the Helpdesk.
- Liaising with Car Park management teams as appropriate to book spaces.
- Use of Microsoft Office and other applications for updating and maintaining documents
About us
Birmingham, the Black Country and Solihull Integrated Care Board (ICB) brings together the NHS, local councils and voluntary sector partners to support 2.7 million people. Our vision is to make the area the healthiest place to live and work by improving life chances and reducing inequalities.
As an employee, you will demonstrate our system values, champion inclusion and help address health inequalities so everyone can thrive. In return, the ICB offers a supportive, ambitious and inclusive workplace, with opportunities to develop and work with partners to deliver meaningful change.
The ICB is committed to a workforce that reflects the population of Birmingham, the Black Country and Solihull. We promote equality, diversity and inclusion and welcome applications from everyone who meets the role criteria, regardless of age, gender, disability, race, religion or sexual orientation.
The ICB is a registered Disability Confident Employer. We welcome applications from disabled people and will shortlist suitable applicants who meet the essential criteria.
Employees formally notified that they are at risk of redundancy within the organisation will receive priority consideration for this vacancy if they meet the roles essential requirements. This supports redeployment and helps minimise compulsory redundancies.
Job description
Job responsibilities
Please refer to the full job description and person specification attached
The post holder will be responsible for delivering an effective and competent front of house service for the ICB Cluster, managing both the ICBs reception desk and switchboard during office hours. They will act as first point of contact for calls to the switchboard, visitors and enquires using initiative to deal with queries and referring to others as appropriate. The postholder will be a key contact for internal and external stakeholders and will be expected to provide an excellent level of customer service.
The postholder will need to be able to deal with a wide range of queries demonstrating knowledge of the organisation. The postholder will work as part of the wider Executive Office Team to provide office management across the cluster working as part of a very busy team with the work, at times, being very pressurised and the post holder should be adept, confident and flexible to meet the ever-changing demands.
In carrying out your role, at least one of the agreed strategic anchors should be at the core of everything you do:
- Commissioning for Value and Outcomes
- Accelerating Neighbourhood Health at Pace
- Making the Best Use of Digital Solutions in our Pathways
- Financial Discipline / 2% Productivity
- Advancing Health Equity
- Integrated Partnership
You will be accountable for:
- Ensuring that Reception services are provided to visitors to the ICB Cluster maintaining a high standard of Customer service.
- Ensuring that calls to the ICB Cluster Switchboard are dealt with effectively and efficiently.
- Supporting the Executive Office Team Lead and the Executive Office Administrator in managing the ICB Clusters offices, ensuring that facilities are maintained to a high standard and that issues are dealt with promptly and effectively.
Person Specification
Qualifications
Essential
- Educated to NVQ Level 3 in a relevant subject, or equivalent level of qualification, or equivalent demonstrable experience
Skills and Abilities
Essential
- Clear communicator with excellent verbal (including telephone) and written skills
- Excellent customer service skills promoting a professional, positive, helpful and friendly environment
- Ability to work effectively as part of a team and collaborating with others to achieve excellence
- Working knowledge of Microsoft Office including Word, Excel, and Outlook
- Problem solving skills
- Being inclusive, supportive and empowering others
- Engaging and enabling others working towards the same goals
Equality, Diversity and Inclusion
Essential
- A demonstrable understanding of equality, diversity and inclusion
Personal Qualities
Essential
- Caring and considerate, with a genuine passion for improving the lives of our communities
- Respectful and able to listen to/take on board feedback from others
- Open and honest, ensuring that you are approachable in conducting your role
- Understanding of individual differences
- Trustworthy and able to maintain confidentiality
- Good time keeping
- Ability to maintain calm under pressure
Autonomy
Essential
- Ability to work to own initiative and maintain a high level of organisation
Experience
Essential
- Experience of working in a customer or patient-facing environment
- Demonstrable experience of working in an administrative environment, where use of computerised systems was a regular requirement
- Experience of operating a switchboard
- Experience of ordering stationery, supplies and services and maintaining office supplies
- Working knowledge of Microsoft Office including Word, Excel, Outlook and Teams
Desirable
- Experience of working in the NHS
- Understanding of Data Protection legislation
Mobility
Essential
- Flexible approach to work
- Ability to travel across sites as required
Employer details
Employer name
Black Country Integrated Care Board
Address
Black Country Integrated Care Board
Wolverhampton Civic Centre
St Peter's Square
Wolverhampton
WV1 1SH
United Kingdom
Employer's website
https://blackcountry.icb.nhs.uk/ (Opens in a new tab)