Job vacancy: Customer Service Advisor, University Hospitals of Leicester NHS Trust, Leciester

Job summary

Main area: Customer Service
Grade: NHS AfC: Band 2
Contract: Permanent
Hours: Full time - 37.5 hours per week (Weekly Rotational Pattern including Night shifts)
Job ref: 358-8117686-E&F

Employer: University Hospitals of Leicester NHS Trust
Employer type: NHS
Site: Leicester Royal Infirmary
Town: Leciester
Salary: £25,272 Per Annum
Salary period: Yearly
Closing: 11/08/2026 23:59

Customer Service Advisor

NHS AfC: Band 2

AI tools like chatbots and virtual assistants can support you as you complete your application. For example, they can check for spelling or grammar errors, or help you to decide what to include.

But they shouldn’t replace your own responses or be used to write the application for you.

Relying too much on AI can negatively impact your chances of success, because automatically generated answers:

might not be specific or relevant enough to address the criteria in the recruitment profile
often seem generic and not personalised enough – an AI response won’t show your unique voice and perspective
could misrepresent information about you, such as your qualifications, skills and experience

We monitor applications for any behaviour that could create an unfair advantage, and we check all references carefully. You are likely to be tested on your experience at interview, so be honest and make sure all the information in your application is correct.

Detailed job description and main responsibilities

To be a point of telephone contact for Trust staff, for assistance and queries.
Be competent in the use of a PC and also knowledge soft wear with good key skills.
To answer input and allocate service requests (maintenance and domestic) accurately and in a timely manner direct the appropriate personnel to undertake the tasks.
To liaise with employees, supervisors/managers and contractors to ensure work (both reactive and planned) is completed in compliance within set time frames or as required.
To communicate and update on the progress of requests.
To monitor all Helpdesk service requests and takes appropriate action to prevent non-compliant incidents in line with policies and procedures.
Ensure that all helpdesk and maintenance records are maintained and available for inspection. Fully maintain and update records and files for all Statutory and Planned Maintenance, including sub-contractor and insurance reports. To bring any shortfalls to the attention of the Estates Manager.
Responsible for the jeopardy management of the Planet Management System to achieve the efficient work allocation and execution of task delivered to the client. To report system and equipment faults to the appropriate personnel.
Provide excellent customer service (internal and external), escalating service issues to the relevant manager where appropriate
Demonstrate a clear understanding of The operational objectives
Help ensure the requirements of a 24/7 helpdesk service are met by being flexible with shifts, providing cover out of hours as required.
Undertake any other reasonable tasks, within training and ability, as deemed necessary by the Customer Service Centre Manager and Customer Service Centre Team Leader.
You will be expected to offer support and advice to new starters during their training and induction period. Awareness of the business continuity plan for the part of the business you work in.
Good listening skills.
To maintain at all times a high standard of personal hygiene and presentation portraying a smart appearance in compliance with Trust uniform policy.
To observe confidentiality of patients and employing trusts business at all times.
To work as part of a team to deliver service continuity at all times.
To comply with Health and Safety policy and procedures and to ensure a safe environment for employees, visitors, patients and contract
Carry out any other duties as may be reasonably requested.

Person specification

Training & Qualifications

Essential criteria

Must have GCSE Maths & English

Commitment to Trust Values and Behaviours

Essential criteria

Must be able to demonstrate behaviours consistent with the Trust’s Values and Behaviours

Experience

Essential criteria

Experience of working within a Switchboard or customer focused environment.
Experience of dealing with difficult situations and able to deal calmly with emergency situations

Desirable criteria

Previous experience of healthcare or large complex organisation
Keyboard skills RSA Level 1

Communication and relationships

Essential criteria

Effective communication skills at all levels where there may be barriers to understanding. Positively promote the image of the Trust

Equality, Diversity and Inclusion

Essential criteria

Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.

Desirable criteria

All staff are expected to engage in compassionate and inclusive leadership in the provision of high quality care and interactions with others

Planning and organisation skills

Essential criteria

Able to work in a busy environment which will involve sitting for long periods

Additional Information

Please submit your application form without delay to avoid disappointment; we will close vacancies prior to the publishing closing date if we receive a sufficient number of completed application forms.

Please check the email account (including your junk mail) that you supplied as part of your application on a regular basis following the closing date and throughout the recruitment process, as this is how we will communicate with you.

UHL is an equal opportunities employer. We aim to employ a workforce that reflects the diverse communities we serve. We welcome applications from people from all backgrounds who match our job criteria.

Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme. If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible.

UHL is committed to helping colleagues balance the demands of both their work and personal needs through flexible working arrangements wherever reasonably practicable and subject to service needs.

Disclosure and Barring Service Check

Please note if you are successful in obtaining this position and the post involves regulated activity you will be required to undertake a Disclosure & Barring Service check.

The Trust will pay for the check initially and the money will then be deducted from your salary over a three month period commencing on your first month's payment.

The current price of a check is £38 for an enhanced and £18 for a standard check.

COVID 19 Risk Assessment

Due to the current Covid pandemic we have introduced a staff risk assessment into our pre-employment process. This now forms part of the mandatory pre-employment checks that will be carried out if you receive a conditional offer.

The risk assessment is intended to ensure you are able to safely perform your duties in any of our work areas, and if you have been identified as being particularly vulnerable to coronavirus. Our main aim is to reduce risk and to ensure the safety of all new starters to the Trust as well as current staff, patients and visitors.

If it is identified that you are within a vulnerable category, we will endeavor to make reasonable adjustments to accommodate this through discussions with both Occupational Health and your recruiting manager.

Covid Vaccination Status

Covid-19 vaccination remains the best way to protect yourself, family, colleagues and our patients/service users from the Covid-19 virus. We therefore continue to encourage our current and potential colleagues to get vaccinated.

University Hospitals of Leicester NHS Trust holds the principles of equality, diversity and inclusion at the heart of everything it does and all that it stands for. We are committed to developing a workforce that is representative of the community we serve. We welcome applications from the diverse community of Leicester, Leicester and Rutland, to help deliver healthcare services that meets the needs of our diverse communities.