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SalaryJob summary
To provide an efficient receptionist service to all visitors attending the Department/Clinic and maintain a sensitive friendly approach.
Working on the reception desk meeting and greeting staff and visitors; dealing with general enquiries, answering the telephone, and carrying out administrative duties.
Posts available are:
1x 18 hours per week
1x 22 hours per week
Main duties, tasks & skills required
- Deal with all enquiries (face to face, via telephone, via e-mail and in writing) in a polite and courteous manner. This often involves offering support to distressed or confused customers. It is essential that the post holder is compassionate, understanding and empathetic to the customers who can be members of staff, residents, patients' relatives and external visitors.
- Deal with situations when customers are angry, aggressive or abusive and maintain a professional standard of behaviour at all times and remain calm.
- Provide accurate, up-to-date information regarding hospital matters, external facilities, locations and services. This can range from general information such as local GP surgeries, transport services to specific details about Trust functions being held on a particular day such as Job Shops, Displays, functions etc.
- Assist in providing courtesy wheelchairs to patients who require them, in some circumstances, it is necessary to physically assist and accompany them, to maintain accurate records and ensure that wheelchairs are maintained.
- Provide clear directions to customers seeking wards, departments and units. In some circumstances, it is necessary to physically assist and accompany them, for example when the customer is blind. In other circumstances it is necessary to telephone wards in other hospitals when the patient has arrived at the wrong location.
About us
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.
Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.
UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.
University Hospitals Birmingham is a Smoke-Free premises hospital.
Job description
*Please Note : For a specific detailed job description for this vacancy, please see attached Job Description*
Person specification
Qualifications
Essential
- GCSE in English and Mathematics (or equivalent).
- Basic keyboard skills.
Experience
Essential
- Experience of dealing with the Public/Customer service experience
- Experience using IT systems with a range of Microsoft Office packages (eg. Word, Excel, and Outlook)
- Ability to deal professionally with enquiries from staff, service users and stakeholders.
- Ability to problem solve.
- Understand confidentiality and apply the principles in every day working practice.
- Ability to pay attention to detail where there are predictable interruptions to the work pattern.
- Ability to deal with stressful situations and sensitive issues.
