Job summary
- Main area
- Operator
- Grade
- Band 3
- Contract
- Fixed term: 12 months (From Start Date)
- Hours
- Part time - 30 hours per week (7AM-3PM,8AM-4PM,9AM-5PM,3PM-11PM &11PM-7AM SHIFTS WILL INCLUDE A MIX OF THESE SHIFTS)
- Job ref
- 390-COR-SO-0016-A
- Employer
- Mid and South Essex NHS Foundation Trust
- Employer type
- NHS
- Site
- Southend
- Town
- Westcliff
- Salary
- £24,937 Per Annum (Pro Rata for Part Time)
- Salary period
- Yearly
- Closing
- 18/03/2026 23:59
Employer heading
Customer Service Operator
Band 3
Mid and South Essex NHS Foundation Trust is the only acute hospital provider in the Mid and South Essex Integrated Care System (ICS), which is a system of health and care partners working together for our local population.
Within Mid and South Essex there are 149 GP practices, operating from over 200 sites, forming 27 Primary Care Networks and one Ambulance Trust. There are also three main community and mental health service providers who work together through a community collaborative.
We collaborate with other valuable partners, including three Healthwatch organisations, nine voluntary and community sector organisations and three top tier local authorities, with seven district, borough and city councils, as well as our local universities.
Job overview
We are looking for an enthusiastic team player to join our friendly, professional and extremely fast-paced Customer Services Department.
This is an outstanding opportunity to join our fast-growing, forward-thinking Customer Services Switchboard Operators team who provide a high quality of service dealing with a very varied queries and urgent/emergency calls.
As a Customer Services Operator you would be expected to ensure that our patient/visitors’ experience follows the Trust values, supporting and respecting our patients/visitors/staff at all times. Applicants will be expected to be excellent communicators, responsive, effective, calm and provide a courteous service in all circumstances during their shift.
So, if this sounds like the right role for you, please apply today.
No VISA sponsorship available for this role
Previous candidates need not apply
Main duties of the job
Working in autonomy and supported by the MSE Head of Customer Services and and the Supervisor, the Customer Services Operator will provide an excellent level of service within a 4 week 365/24/7 staff rota across a varied shift pattern which includes all weekends, unsocial hours and public holidays including Christmas.
You should be able to demonstrate high standards of customer care to build caller confidence whilst ensuring an efficient call handling service, balancing performance, assist the department to cover sickness but also with excellent customer service delivery. There may be shifts that require lone working once the postholder is fully competent following extensive training and experience.
You will need to possess excellent literacy and good numeric skills, be confident and able to work under pressure whilst remaining polite and courteous at all times, as these are essential requirements for the role. Punctuality and adherence to the department code of conduct are essential. Knowledge of Information Technology (Microsoft Packages) keyboard skills and Patient Administration System, would be beneficial too.
This vacancy will be for the Southend Site, however there may be circumstances that you may have to cover another site.
Working for our organisation
Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.
We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust
Detailed job description and main responsibilities
Are you looking for an exciting customer-focused role using your unique qualities, then we want to hear from you.
For full details about this varied and rewarding role, please see attached job description.
We look forward to your application.
Please be aware that we reserve the right to close this vacancy early if we receive a suitable number of applications.
Person specification
Qualifications
Essential criteria
- GCSE or equivalent experience
- NVQ Level 2/3 Customer Services or equivalent experience
Knowledge and Experience
Essential criteria
- Previous Telephony Operator experience
Desirable criteria
- Knowledge of data protection and patient confidentiality
Communication Skills
Essential criteria
- Ability to remain calm whilst working under pressure and maintaining a professional appropriate manner
Employer certification / accreditation badges
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Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Jason Westgate
- Job title
- Senior Customer Service Supervisor
- Email address
- [email protected]
- Telephone number
- 01702 435555
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