Bank, Band 3, Transport Helpdesk Operator - BB-2865
Job summary
We are currently seeking an experienced Administrator, at Band 3 to work within our Transport Services via a Bank Contract, based in Hemel. You will be joining our Temporary Staffing Team within HPFT - Hertfordshire Partnership University NHS Foundation Trust.
The role will be a Transport Helpdesk Operator - to receive, allocate and book patient transport journeys. You will liaise with our Drivers and clinical colleagues to ensure an efficient and cost-effective service is delivered for our service users.
HPFT provides services for service users with mental health, learning disability and children's and adolescent mental health problems. Applicants should have some experience of working in a healthcare setting.
Main duties of the job
This role requires a strong focus on customer service and attention to detail, as the Helpdesk Operative will act as the first point of contact for stakeholders to the Transport Services Team. The postholder will be expected to accurately log journey requests into the department databases, triage and prioritise issues according to urgency and service level agreements. Clear and courteous communication is essential, as is the ability to remain calm and efficient in a fast-paced environment.
About us
Hertfordshire Partnership University NHS Foundation Trust (HPFT) is rated by the Care Quality Commission as an Outstanding provider of mental health and learning disability services. Feedback from our staff about working for the Trust is very positive and, in the NHS national staff survey, we regularly see a high percentage of staff saying their role makes a difference to our service users and that they would recommend the Trust as a place to work. Our people tell us they feel supported though a great development, wellbeing and work-life balance offer and a highly compassionate, values-driven culture. We are equally proud of our staff, who live our values of being welcoming, kind, positive, respectful and professional so that together we provide great care and great outcomes for our service users and carers.
Job description
Job responsibilities
To assist with clerical duties e.g. the filing system within the Transport Services.
To assist with Transport Administration duties (e.g. Journey Input data, Job quality verification, etc).
To take responsibility for ensuring a cost-effective service, only booking journeys through external taxi companies when the in-house service is unable to complete the journey.
To provide day to day telephone call/enquiry support, for the Transport Services managerial Staff.
To operate and best manage the vehicle location system. To operate and deliver appropriate GPS information and translating that data to ensure effective transport service provision.
To issue instruction via palm top technology to drivers and other contracted transport services.
To carry our any clerical duties that is appropriate to helpdesk function.
To have working knowledge of appropriate office equipment.
To operate and deliver all aspects of the Transport Helpdesk.
To operate and input all booking requests and allocate the most appropriate to user requirements.
To undertake any other duties within the broad framework of this job description as may be delegated by Transport Management.
Please see JD attached for further information and responsibilities required
Person Specification
QUALIFICATIONS/EDUCATION/TRAINING
- GCSEs (or equivalent) in English and Mathematics at grade C/4 or above
- Customer service training or certification (e.g. Institute of Customer Service)
PREVIOUS EXPERIENCE
- Familiarity with helpdesk operations, including logging and tracking service requests using digital systems
- Experience of using IT systems, including Microsoft Office
- Experience in a customer service role
- Experience handling high volumes of telephone and email enquiries in a professional and courteous manner
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.
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.
Employer details
Employer name
Hertfordshire Partnership University NHS Foundation Trust
Address
Transport Department, Martinlea, Ashley Close, Hemel Hempstead, HP3 8BL
Hemel Hempstead
HP3 8BL
United Kingdom
Employer's website
https://www.hpft.nhs.uk/careers/