Contact Centre & Facilities Help Desk Operator

An exciting vacancy has arisen to join South West London & St Georges Mental Health Trust Support Centre. You will provide a high quality customer service to a diverse range of incoming calls from service users, carers, professionals and stakeholders. This stimulating role comprises of triaging incoming calls to the Trust which answers up to 400 calls a day. The operator will be based within The Contact Centre & Facilities Help Desk department of The Support Centre, who are the first point of contact for the Trust. Experience of working within a Call Centre and dealing with customers is highly advantageous.
South West London & St Georges Mental Health Trust are committed to supporting and developing staff in their career aspirations. The Trust have career pathways available, allowing staff to develop their skills and build on their experience to progress into other roles across different specialties. Ongoing training and development in customer service will be provided to support development within this current position., The post holder will play an active role in assisting in answering calls from Service Users, Professionals and Staff. The main purpose of the Contact Centre is to support a combined team focussing on triaging calls across the 5 boroughs of the Trust including Clinical Teams, Wards, Corporate Services, Facilities, and IT.
+ triage of all calls coming into the Trust
+ rescheduling Service User appointments at the request of the service user or on behalf of the Trust.
+ acting as a point of entry for GP enquiries.
+ support staff with low level IT enquiries
+ support staff in logging Facilities requests via the MICAD portal
+ There is reliance on the post holder to undertake a wide and varied number of duties to ensure that the workload of the department is managed as effectively and efficiently as possible. These duties range from triaging all incoming calls to triaging and addressing emails sent to the team's shared mailbox., To be responsible for ensuring the data on the required electronic patient care record or Local Authority systems, if required, is accurate and up to date. To address and alert teams to errors and problems as they arise.
To ensure that all callers are welcomed in in a courteous and efficient manner.
To ensure that all telephone enquiries to teams are handled politely and sympathetically, ensuring that all messages are passed on to the appropriate person in a timely and accurate manner which may often involve dealing with difficult and distressed patients on the phone
To demonstrate initiative, diplomacy and tact when dealing with urgent service user calls to the team (often at a point of crisis from other professionals)
To maintain the need for confidentiality of service users and professional information
To implement Trust and team policies/procedures and propose changes to practices if necessary
Use a range of software packages to log, maintain and update requests/issues and updates
At South West London St Georges Mental Health Trust we are committed to providing services which embrace diversity and that promote equality of opportunity. We are a Disability Committed Employer, and welcome applications from all sections of the community and people of all protected characteristics. We are Members of Stonewall Diversity Champions and Employers Network for Equality and Inclusion.
As part of the Trust's commitment to Equalities and Diversity, the Trust supports the establishment of Staff Networks groups to promote diversity in the workplace:
+ BME (Evolve) Staff Network
+ Christian Staff Network
+ DiverseAbility
+ Deaf Staff Network
+ Mental Health Staff Forum
+ Women's Staff Network
+ LGBTQIA+
We are committed to supporting the Armed Forces Community and has signed the Armed Forces Covenant.
We provide reasonable adjustments to the interview process for any candidates with a disability.
Please note:
+ That the closing date listed is a guide only and that the vacancy may close earlier should sufficient number of applicants have been received
+ That once you have submitted your application you agree to your application being transferred to a 3^rd party e-recruitment system
+ That should you not have heard from us within three weeks from the closing date your application has not successful
+ That priority consideration for applications may be given to at-risk NHS employees
+ That should you be successful and appointed, you authorise South West London and St George's Mental Health NHS Trust to confirm your previous NHS service via an Inter Authority Transfer (IAT) process
+ That your employment is offered subject to successful completion of a Probationary Period depending on your Band (except medical roles)
+ That we are a smoke-free Trust

NHS AfC: Band 3
South West London and St George's Mental Health NHS Trust has a rich history, well-established community links and an international reputation. We provide a full range of local mental health services to the Kingston, Merton, Richmond, Sutton and Wandsworth London boroughs, as well as specialist forensic mental health services, including specialised services such as national deaf adults and CAMHS inpatients and OCD.
We are committed to providing high quality integrated health and social care for local people with mental health problems in South West London and more specialist mental health services for people throughout the UK. The Care Quality Commission already rates our services as 'good' however we aim to be 'outstanding'.
Our Values
We take pride in providing specialist care to our service users where our Trust values; being consistent, compassionate, collaborative, respectful and open is at the heart of everything we do. Our mission is "making life better together".
When you join us, you'll be part of something special - an innovative and rapidly growing organisation that is helping to redefine the Mental Health, education and social care landscape in the UK.
As a Trust, we are happy to talk flexible working., We are Proud to Belong at Southwest London and St George's Mental Health NHS Trust and work with the South London Partnership Trusts. We have expert services, a rich history, and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as 'good' - we aspire to be 'outstanding'.
This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world. More developments are planned across our sites and services.
We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co-produce and involve our local communities in all that we do.
We offer flexible working, career development and a variety of benefits to enable a positive, welcoming environment in which our people and their careers can thrive.
Come and join our inclusive teams and help our patients on their recovery journey.