Customer Service Apprentice

Job overview

We have an exciting new opportunity for a Customer Service Apprentice to join our busy Occupational Health Team, based at The Working Well Centre, Worcestershire Royal Hospital. This Apprenticeship offers you the chance to earn a salary, gain valuable work experience and new skills, whilst being supported to achieve a professional qualification.

This is an opportunity not only to build your skills and confidence but will also open up a wealth of possibilities for your future career within the NHS and its unique workforce. We are looking for individuals who are enthusiastic, self-motivated and you will also be keen to learn and willing to be flexible to meet the changing demands of the service. We encourage flexible working and are committed to supporting colleagues to achieve work life balance.

Main duties of the job

Apprenticeship - Customer service apprentice / Institute for Apprenticeships and Technical Education

Training provider will be Herefordshire & Worcestershire Group Training Association. Please note: by applying for this opportunity you are consenting for us to share your application details with our Training Provider for recruitment and eligibility purposes.

The Apprenticeship will be on a fixed term contract with opportunity to apply for roles within the NHS on completion.

Salary will be paid at Apprenticeship Wage currently £12514.28

You will work 37.5 hours per week with on the job and off the job learning opportunities and receive 6 hours paid study time (1 day a week).

27 days leave plus Bank Holidays.

Interviews will be held on Wednesday 24th July

Eligibility:

English AND Maths Level 2 is essential - GCSE grade C/4 or above, or equivalent Functional Skills Level 2

Do NOT have a degree level qualification or higher in customer service or similar related subject

Have NOT completed an NVQ/QCF/Apprenticeship Standard Level 2 or higher in customer service or have considerable experience in an admin role.

Candidates who have previously started or part completed a customer service Level 2 or 3 Apprenticeship, must declare this on their application form.

For details about the apprenticeship scheme please contact Libby Marshall (libby.marshall@nhs.net)

Job responsibilities

Post Title: Customer Service Apprentice

Hours: 37.5 hours per week

Job Grade: Apprentice

Location / Department: Working Well Centre Newtown Road Worcester

Reports to: Occupational Health and Wellbeing Business Manager

Hours of work: 37.5 hours per week (Mon. to Fri.) Includes study time to meet completion of Level 2 Customer Service Apprenticeship

Accountable to: Head of Occupational Health and Wellbeing Services

Key Working Relationships: Occupational health consultant, managers, nurses, physiotherapist, counsellors, personnel, trust employees, GP surgeries, outside contracted organisations

Risk Assessment: Working with VDUs, some manual handling/repetitive tasks. Potential exposure to distressed and or verbally aggressive individuals.

Job Purpose:

The principal role is to provide reception, administration & clerical support in the co-ordination, provision and delivery of an effective, high quality occupational health and wellbeing service to to clients and customers of the Working Well Occupational Health service.

Key Duties:

Provide cover on reception, receiving clients and customers into the Working Well centre in a friendly and professional manner.

To assist in the process of making, cancelling and rescheduling appointments.

Take accurate messages (telephone, e-mail, written and retrieving from Voice Mail) for the Centre and action appropriately.

Attend team briefings/training/meetings.

Input key information onto the database Cority/ files for new employees. Actively update any changes on personnel details e.g. surname, addresses, job titles, manager details.

To sort and distribute mail.

To answer queries within own range of knowledge, using own initiative, signposting, and seeking assistance where required.

Vision and Values:

The Trust aims to provide local services for local people. It has developed its vision to reflect this commitment.

To continue to be the major provider of acute/specialist services for the people of Worcestershire (and wider) with a strong reputation for providing outstanding, high quality, reliable, accessible and integrated healthcare for local people

Driving this commitment are the Trust-wide signature behaviours:

Do what we say we will do

No Delays, every day

We listen, we learn, we lead

Work together, celebrate together

Standard Clauses:

The purpose of this post should remain constant, but the duties and responsibilities may vary over time within the overall role and level of the post. The post holder may from time to time be asked to undertake other reasonable duties. Any such changes will be made in discussion with the post holder in the light of service needs.

Competence

The post holder is responsible for limiting his / her actions to those which s/he feels competent to undertake. If the post holder has any doubts as to his or her competence during the course of his / her duties then s/he should immediately speak to their line manager or supervisor.

Codes of conduct

All employees of the Trust who are required to be registered with a professional body, to enable them to practise within their profession, are required to comply with their code of conduct and requirements of their professional registration. Those staff that are not required to be registered with a professional body are required to comply with the Trusts codes of conduct.

Confidentiality

The post holder must maintain confidentiality, security and integrity of information relating to patients, staff and other Health Service business.

Records Management

All employees of the Trust are legally responsible for all records that they gather, create or use as part of their work within the Trust (including patient, financial, personnel and administrative), whether paper or computer based. Allsuch records are considered public records and all employees have a legal duty of confidence to service users. Employees should consult their manager if they have any doubt as to the correct management of records with which they work.

Health and Safety

Employees must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974) and the Manual Handling Operations Regulations (1992) and all relevant Trust Health and Safety Policies and Guidance. This ensures that the agreed safety procedures are carried out to maintain a safe environment for employees, patients and visitors to the Trust.

Infection Control

Employees must accept personal responsibility and accountability for Infection Prevention and Control practice. Employees should ensure they are familiar with, and comply with, all relevant Infection Control policies for minimising the risk of avoidable Health Care Associated Infection. All Employees must undertake annual mandatory updates in Infection Control.

Non Smoking Policy

The Trusts approach to smoking is in line with the governments on-going initiatives for an eventual smoke-free environment. It aims to adhere to the Worcestershire Health Community Campaign to help Worcestershire stop smoking.

A no smoking environment policy exists within all Trust premises including entrances and exits to hospital buildings and on other Trust property (with the exception of staff resident in staffresidences, as these are the homes of staff). In June 2014 a ban was implanted which meant staff, contractors and volunteers were no longer permitted to smoke in any of the hospital grounds, including car parks.

Further to this, The Alexandra, Kidderminster and Worcestershire Royal Hospitals, have all become smoke free to all patients and visitors as of 17 June 2015. This means that, as well as staff, members of the public, patients and visitors are not allowed to smoke in any of the acute hospital grounds, including car parks.

Risk Management

It is a standard element of the role and responsibility of all employees of the Trust that they fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, taking appropriate actions, and reporting all incidents, near misses, and hazards promptly. It is a contractual obligation that all employees must co-operate with any investigations undertaken.

Children and vulnerable adults

You have a responsibility for promoting and safeguarding the welfare of the children / young people / vulnerable adults that you come into contact with or are responsible for in your job role and sphere of competence.

Disclosure and Barring Service

The Trust aims to promote equality of opportunity for all, with the right mix of talent, skills and potential. Criminal records will be taken into account for recruitment purposes, only when the conviction is relevant. As the Trust meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, all applicants who are offered employment will be subject to a criminal record check from the Disclosure and Barring Service before the appointment is confirmed. This will include details of cautions, reprimands or final warnings, as well as convictions. Postholders may periodically be asked to undertake a re-check.

The Trust is legally required to check all staff against the Disclosures and Barring Services Childrens and Vulnerable Adults barring lists if they engage in what is defined as Regulated Activity or Controlled Activity: Regulated Activity is defined as working closely with children or vulnerable adults, paid or unpaid, on a frequent or intensive basis. Controlled activity is work that provides opportunities for contact with children or vulnerable adults.

Equality and Diversity

The Trust promotes policies and practices that challenge discrimination, promote equality, respect individual needs, preferences and choices, and protects human rights. The Trust has a clear commitment to equality for all in employment practices based on an applicants ability, skills and aptitude for the post. A range of equality & diversity policy initiatives are in place and all successful applicants are expected to familiarise themselves with these. It is therefore the duty of every employee to comply with the detail and spirit of these policies and the law at all times. Any issues or concerns you have should be taken up with your manager or the human resource team as soon as possible.

Dignity

All employees must treat each person as an individual, offering a personalised service respecting peoples dignity and modesty at all times.

Conflict of Interest

The Trust is responsible for ensuring that the service provided for patients and its care meet the highest standard. Equally, it is responsible for ensuring that staff do not abuse their official position for personal gain or to benefit their family or friends. The Trusts Standing Orders require any member of staff to declare any interest, direct or indirect, with contracts involving the Trust. Staff are not allowed to further their private interests in the course of their NHS duties.

Post Title: Customer Service Apprentice

Hours: 37.5 hours per week

Job Grade: Apprentice

Location / Department: Working Well Centre Newtown Road Worcester

Reports to: Occupational Health and Wellbeing Business Manager

Hours of work: 37.5 hours per week (Mon. to Fri.) Includes study time to meet completion of Level 2 Customer Service Apprenticeship

Accountable to: Head of Occupational Health and Wellbeing Services

Key Working Relationships: Occupational health consultant, managers, nurses, physiotherapist, counsellors, personnel, trust employees, GP surgeries, outside contracted organisations

Risk Assessment: Working with VDUs, some manual handling/repetitive tasks. Potential exposure to distressed and or verbally aggressive individuals.

Job Purpose:

The principal role is to provide reception, administration & clerical support in the co-ordination, provision and delivery of an effective, high quality occupational health and wellbeing service to to clients and customers of the Working Well Occupational Health service.

Key Duties:

Provide cover on reception, receiving clients and customers into the Working Well centre in a friendly and professional manner.

To assist in the process of making, cancelling and rescheduling appointments.

Take accurate messages (telephone, e-mail, written and retrieving from Voice Mail) for the Centre and action appropriately.

Attend team briefings/training/meetings.

Input key information onto the database Cority/ files for new employees. Actively update any changes on personnel details e.g. surname, addresses, job titles, manager details.

To sort and distribute mail.

To answer queries within own range of knowledge, using own initiative, signposting, and seeking assistance where required.

Vision and Values:

The Trust aims to provide local services for local people. It has developed its vision to reflect this commitment.

To continue to be the major provider of acute/specialist services for the people of Worcestershire (and wider) with a strong reputation for providing outstanding, high quality, reliable, accessible and integrated healthcare for local people

Driving this commitment are the Trust-wide signature behaviours:

Do what we say we will do

No Delays, every day

We listen, we learn, we lead

Work together, celebrate together

Standard Clauses:

The purpose of this post should remain constant, but the duties and responsibilities may vary over time within the overall role and level of the post. The post holder may from time to time be asked to undertake other reasonable duties. Any such changes will be made in discussion with the post holder in the light of service needs.

Competence

The post holder is responsible for limiting his / her actions to those which s/he feels competent to undertake. If the post holder has any doubts as to his or her competence during the course of his / her duties then s/he should immediately speak to their line manager or supervisor.

Codes of conduct

All employees of the Trust who are required to be registered with a professional body, to enable them to practise within their profession, are required to comply with their code of conduct and requirements of their professional registration. Those staff that are not required to be registered with a professional body are required to comply with the Trusts codes of conduct.

Confidentiality

The post holder must maintain confidentiality, security and integrity of information relating to patients, staff and other Health Service business.

Records Management

All employees of the Trust are legally responsible for all records that they gather, create or use as part of their work within the Trust (including patient, financial, personnel and administrative), whether paper or computer based. Allsuch records are considered public records and all employees have a legal duty of confidence to service users. Employees should consult their manager if they have any doubt as to the correct management of records with which they work.

Health and Safety

Employees must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974) and the Manual Handling Operations Regulations (1992) and all relevant Trust Health and Safety Policies and Guidance. This ensures that the agreed safety procedures are carried out to maintain a safe environment for employees, patients and visitors to the Trust.

Infection Control

Employees must accept personal responsibility and accountability for Infection Prevention and Control practice. Employees should ensure they are familiar with, and comply with, all relevant Infection Control policies for minimising the risk of avoidable Health Care Associated Infection. All Employees must undertake annual mandatory updates in Infection Control.

Non Smoking Policy

The Trusts approach to smoking is in line with the governments on-going initiatives for an eventual smoke-free environment. It aims to adhere to the Worcestershire Health Community Campaign to help Worcestershire stop smoking.

A no smoking environment policy exists within all Trust premises including entrances and exits to hospital buildings and on other Trust property (with the exception of staff resident in staffresidences, as these are the homes of staff). In June 2014 a ban was implanted which meant staff, contractors and volunteers were no longer permitted to smoke in any of the hospital grounds, including car parks.

Further to this, The Alexandra, Kidderminster and Worcestershire Royal Hospitals, have all become smoke free to all patients and visitors as of 17 June 2015. This means that, as well as staff, members of the public, patients and visitors are not allowed to smoke in any of the acute hospital grounds, including car parks.

Risk Management

It is a standard element of the role and responsibility of all employees of the Trust that they fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, taking appropriate actions, and reporting all incidents, near misses, and hazards promptly. It is a contractual obligation that all employees must co-operate with any investigations undertaken.

Children and vulnerable adults

You have a responsibility for promoting and safeguarding the welfare of the children / young people / vulnerable adults that you come into contact with or are responsible for in your job role and sphere of competence.

Disclosure and Barring Service

The Trust aims to promote equality of opportunity for all, with the right mix of talent, skills and potential. Criminal records will be taken into account for recruitment purposes, only when the conviction is relevant. As the Trust meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, all applicants who are offered employment will be subject to a criminal record check from the Disclosure and Barring Service before the appointment is confirmed. This will include details of cautions, reprimands or final warnings, as well as convictions. Postholders may periodically be asked to undertake a re-check.

The Trust is legally required to check all staff against the Disclosures and Barring Services Childrens and Vulnerable Adults barring lists if they engage in what is defined as Regulated Activity or Controlled Activity: Regulated Activity is defined as working closely with children or vulnerable adults, paid or unpaid, on a frequent or intensive basis. Controlled activity is work that provides opportunities for contact with children or vulnerable adults.

Equality and Diversity

The Trust promotes policies and practices that challenge discrimination, promote equality, respect individual needs, preferences and choices, and protects human rights. The Trust has a clear commitment to equality for all in employment practices based on an applicants ability, skills and aptitude for the post. A range of equality & diversity policy initiatives are in place and all successful applicants are expected to familiarise themselves with these. It is therefore the duty of every employee to comply with the detail and spirit of these policies and the law at all times. Any issues or concerns you have should be taken up with your manager or the human resource team as soon as possible.

Dignity

All employees must treat each person as an individual, offering a personalised service respecting peoples dignity and modesty at all times.

Conflict of Interest

The Trust is responsible for ensuring that the service provided for patients and its care meet the highest standard. Equally, it is responsible for ensuring that staff do not abuse their official position for personal gain or to benefit their family or friends. The Trusts Standing Orders require any member of staff to declare any interest, direct or indirect, with contracts involving the Trust. Staff are not allowed to further their private interests in the course of their NHS duties.