Customer Service Handler

Job Specifications:
The Customer Service Advisor will support and provide a comprehensive and effective customer-focused helpdesk service within the Estates and Facilities directorate. The post holder will report to the Customer Services Supervisor (E&F) and will be responsible for ensuring all calls are answered in a prompt, polite and efficient manner and on occasions will be expected to deputise for the Customer Services Supervisor.

• A positive experience for all Helpdesk contacts - Making Every Contact Count (MECC).
• A professional and high-quality customer service experience.
• An effective and timely resolution to all queries received through the helpdesk
• Support patients and external clients, ensuring that they are welcomed to the Trust.
• Support to the Trust in providing high quality care to its patients
• Continuous support to the Customer Services Manager
• Prioritising all calls in line with service procedures, escalating any calls of concern to the Customer Services Supervisor as appropriate.
• Entering the work requests into the correct section of the CAFM system
• Transferring calls to other services as required in line with service procedures.

The post holder will be required to function autonomously in a dynamic, customer-focussed and technically challenging environment. The post holder will be expected to rotate on a rolling rota once trained to do so. This will include working days, evenings, weekends, and public holidays, unless otherwise agreed.
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