Customer Service Supervisor

at  Croydon Health Services NHS Trust

Croydon Health Services are looking for a Customer Services Supervisor to join our team, main role is to look after our 24hr switchboard service along with our Main Front Reception team.
If you wish to know more about this role, please email Peter.downes@nhs.net or Call 07775 778061
To supervise the telecommunications switchboard and front reception desk areas ensuring that both departments and supporting services provide high quality efficient services at all times as there are the first point of contact for most of our patients and visitors navigating Croydon Health Services.
Responsible for the day to day supervision of switchboard, front reception and associated services.
The post holder will ensure that switchboard and reception policies are kept up to date and that all staff are trained on the departmental and trust policies and procedures ensuring they are fully adhered to in case of an emergency or major incident.
To Support the Site operations team with any major incidents or emergency that is declared.
To deal with visitors to switchboard and reception and be the first point of call for any issues that may arise.
To develop professional, friendly and high customer/user relations and actively seek feedback from users and visitors to enable continuous service improvement from other departments
The role also involves a high quality of service delivery dealing with a wide range of duties including maintenance, security, health and safety and fire; ensuring that processes and procedures are adhered to by all at all times. The post holder will also ensure that a high standard of tidiness and cleanliness of the premises is maintained adhering to the Trust’s policies, procedures and audit requirements.
Croydon Health Services provides integrated NHS services to care for people at home, in schools, and health clinics across the borough as well as at Croydon University Hospital and Purley War Memorial Hospital.
CUH provides more than 100 specialist services and is home to the borough’s only Emergency Department and 24/7 maternity services, including a labour ward, midwifery-led birth centre and the Crocus home birthing team.
Purley War Memorial Hospital (PWMH) in the south of the borough offers outpatient care, including diagnostic services, physiotherapy and ophthalmology services run by Moorfields Eye Hospital, alongside an onsite GP surgery.
Our experienced staff take care of people of all ages across the borough of Croydon.
We are a very close-knit and friendly organisation where everyone of our 3600 members of staff is valued. We strongly believe that our employees are our greatest asset.
To supervise the telecommunications switchboard and front reception desk areas ensuring that both departments and supporting services provide high quality efficient services at all times as there are the first point of contact for most of our patients and visitors navigating Croydon Health Services.
Responsible for the day to day supervision of switchboard, front reception and associated services.
The post holder will ensure that switchboard and reception policies are kept up to date and that all staff are trained on the departmental and trust policies and procedures ensuring they are fully adhered to in case of an emergency or major incident.
To maintain an up to date database for Major Incident cascade system via the paging system liaising with the executive team to ensure the most up to date information is available to the staff.
To Support the Site operations team with any major incidents or emergency that is declared.
To deal with visitors to switchboard and reception and be the first point of call for any issues that may arise.
To develop professional, friendly and high customer/user relations and actively seek feedback from users and visitors to enable continuous service improvement from other departments
To investigate complaints and concerns and where appropriate, escalate incidents to the Community Services Manager.
The role also involves a high quality of service delivery dealing with a wide range of duties including maintenance, security, health and safety and fire; ensuring that processes and procedures are adhered to by all at all times. The post holder will also ensure that a high standard of tidiness and cleanliness of the premises is maintained adhering to the Trust’s policies, procedures and audit requirements

Please refer the Job description for details