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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