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This role profile is a guide to the work you will initially be required to undertake. It may be changed from time to time to incorporate changing circumstances. It does not form part of your contract of employment.
Job Purpose
- To be the first point of contact for all requests and/or communications from the Trust, the Hard FM Contractor and Medirest, relating to the Estates, Catering, Housekeeping, Pest control, Linen Services, Portering, Security and Telecoms Departments.
- To receive and log all calls/requests and allocate tasks to the appropriate person or department.
- To assist with administrator tasks such as, filing, preparing weekly profit protection documents (stock taking, payroll, cash sales), & any other reasonable request.
Role of the Department
- To provide a high quality comprehensive helpdesk service 24 hours a day, 7 days a week including Bank Holidays, the Trust, Hard FM contractor and Medirest staff.
- To assist with administrative duties for Medirest staff and their client.
Key Result Areas
- Receiving and assisting callers with their requests and/or complaints in an appropriate and professional manner consistent with their needs and which reflects the high standard of care and commitment provided by the Trust.
- Receiving and recording details of requests and/or complaints, checking information and providing the caller with a task ID and response time.
- Contact service providers. Allocate tasks to nominated officer, giving clear, concise and timely information.
- Update and maintain the Helpdesk database, ensuring all details relating to each task is clear and concise, updates are recorded, and records are closed once tasks have been completed.
- Maintain communications with service providers to ensure tasks can be tracked, and enquiries regarding progress can be dealt with efficiently.
- As part of the facilities team assist with the monitoring of tasks to ensure they are completed in line with Service Level specifications.
- As part of a Team ensuring that a safe working environment is maintained, keeping work areas clean and tidy, reporting faulty equipment, and completing incident reports where required.
- Participate in on going training and development in conjunction with the departmental Manager and Supervisor.
- Assisting in ensuring all weekly reporting is sent out accurately and in time.
- Assisting in ensuring all profit protection procedures are carried out accurately and consistently.
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Physical and Mental Skills
- Ability to listen and clarify routine and complicated information to assist callers, ensuring that their needs are understood and correctly assigned to the relevant department/person.
- Good computer skills and keyboard skills, to operate a computerised helpdesk system.
- Knowledge of systems, procedures and practices for the provision of a helpdesk service.
- Several weeks training and ongoing update training is required.
- Ability to assess ad-hoc situations related to the job, when dealing with callers and/or staff requests, passing the caller onto a supervisor or manager where necessary.
Responsibilities of the Post Holder
- To provide a comprehensive helpdesk service to the Trust, Hard FM Contractor, and Medirest.
- To carry out duties in line with departmental, Medirest, and Trusts Policies and Procedures.
- As part of a team ensures relevant information is shared, provide advice and assistance to team members.
- To provide support to Medirest management team with weekly reporting and administrative tasks.
Infection Control
Infection Control is everybody’s responsibility. All staff, both clinical and non clinical, are required to adhere to the Trust’s Infection Prevention and Control Policies and make every effort to maintain high standards of infection control at all times thereby reducing the burden of Healthcare Associated Infections including MRSA.
All staff employed by the Medirest have the following key responsibilities:
- Staff must wash their hands or use alcohol gel on entry and exit from all clinical areas and /or between each patient contact.
- Staff members have a duty to attend mandatory infection control training provided for them by the Trust.
- Staff members who develop an infection (other than common colds and illness) that may be transmittable to patients have a duty inform their manager.
Freedom to Act
The post holder works within well defined policies and procedures, and is closely supervised during normal office hours; unsocial hours require the post holder to work with no direct supervision.
Use of initiative is required in some circumstances.
Physical, Mental and Emotional Effort Required
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- The post holder will be required to sit for long periods using a VDU screen, continually imputing information.
- Duties require concentration and quick response to callers within the agreed time restraints, and quick response to urgent requests.
- The post holder may be involved in dealing with complaints about the service and/or difficult situations. i.e. when personnel do not respond to calls, which causes annoyance in the area needing their assistance, which can be reflected in their back up calls to the help desk.
Outline of Working Conditions
- The post holder may occasionally be required to deal with verbally aggressive and/or angry callers.
- Continuous VDU use.
Benefits
We ensure you're rewarded for all your hard work, which is why we offer a comprehensive benefits package which includes but is not limited to:
- Contributory pension scheme
- Grow your career with our Career Pathways and MyLearning programmes
- Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
- Exclusive travel discounts with TUI, Expedia, Booking.com and many more
- Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more
- Up to 44% off cinema tickets to enjoy your favourite blockbuster
- Receive cash rewards every time you spend and use them on a wide range of brands
- Un-wind with us with free wellness, mindfulness and exercise classes
- You can share all discounts and offers with your friends and families
About Us
Part of Compass Group UK&I, Medirest is the specialist healthcare operating company of Compass Group UK & Ireland, providing a full range of hotel services, including staff, patient and visitor catering, domestics, portering, security and reception, at over 130 NHS Trusts and private hospitals.
Job Reference: com/1509/96265008/52833507/STC #Medirest
Compass Group UK&I is committed to fostering an environment where every individual can truly be themselves at work and has equal opportunities to advance in their careers. We strive to build a culture that respects and celebrates the unique talents, beliefs, backgrounds, and abilities of all our team members. We want our colleagues to feel valued, empowered to reach their full potential, and to thrive - because diversity is our strength!
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