Swydd wag: Customer Service Coordinator, NHS South Central and West Commissioning Support Unit, Plymouth (Hybrid)

Crynodeb o'r swydd

Prif leoliad: Procurement
Gradd: Band 5
Contract: Cyfnod Penodol: 12 mis (Fixed Term Contract)
Oriau: Llawnamser - 37.5 awr yr wythnos
Cyfeirnod y swydd: 891-CSU-7802EB

Cyflogwr: NHS South Central and West Commissioning Support Unit
Math o gyflogwr: NHS
Gwefan: SCW CSU
Tref: Plymouth (Hybrid)
Cyflog: £28,407 - £34,581 Per Annum
Cyfnod cyflog: Yn flynyddol
Yn cau: 25/07/2024 23:59

Customer Service Coordinator

Band 5

We want SCW to be a great place to work, where we all feel safe and can be our authentic selves. This means valuing and respecting everyone from all backgrounds and embracing equality, diversity, inclusivity & wellbeing across everything we do. We are committed to listening, learning and improving on our approach to ensure these principles remain at our heart, helping us all to thrive.

Swydd ddisgrifiad a phrif gyfrifoldebau manwl

Please refer to the job description and person specification for further details and information regarding this role.

SCW is committed to our process of redeployment of at-risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Manyleb y person

Values & Behaviours

Meini prawf hanfodol

Patient First – Customer Excellence
Aspirational
Collaborative
Insightful
Respectful

Education

Meini prawf hanfodol

Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area

Knowledge & Experience

Meini prawf hanfodol

Evidence of continuing professional development
Further training or experience in customer service environments or co-ordinating business management and administrative processes
Knowledge and experience of range of business management procedures and practices including customer services, projects, business planning, service improvement, finance, process development, management reporting
Experience of working in a comparable environment within the public or private sector working in a customer focused environment

Meini prawf dymunol

Knowledge of project principles, continuous improvement techniques and tools, such as Prince 2 Foundation, QSIR and Agile/Lean

Skills & Capabilities

Meini prawf hanfodol

Providing and receiving highly complex, sensitive and contentious business management information to and from a large team of people, requiring high levels of cooperation, compassion and empathy in processing
Understanding of customer and business management principles and practice, underpinned by experience
Excellent customer service skills
Effective interpersonal and communication skills
An ability to maintain confidentiality and trust
Adaptability, flexibility and ability to cope with uncertainty and change
Effective organiser
Professional calm and efficient manner
Collaborative and compassionate in approach
Commitment to personal, team and organisational development
High level communication skills, including oral, written and presenting
Experience of a range of Microsoft software and systems use
Ability to prepare and produce concise communications for dissemination to a broad range of stakeholders as required
Ability to analyse very complex issues where material is conflicting and drawn from multiple sources
Experience of setting up and implementing internal processes and procedures.
Capability to manage own workload and make informed decisions in the absence of required information, working to tight and often changing timescales
Experience of working and developing relationships across organisational boundaries within the public sector
Experience of leading a team without direct line management responsibilities
Numerate and able to understand complex financial issues combined with deep analytical skills
Excellent IT skills including knowledge of Microsoft Office products, MS Teams
Ability to offer excellent customer service; attention to detail and understanding of the customer’s requirements to create effective working relationships with customers and work effectively as part of both a Commercial and Procurement team and wider Project teams.

SCW offers agile and hybrid ways of working. Hybrid working is a type of flexible working where employees blend working from different locations. It offers the employee the ability to choose to work wherever and however they are most productive, whether it be in an office, at home, or a customer site. Office location can be flexible within the SCW estate and will be agreed upon offer of contract.

SCW staff that are in posts considered to be agile will not be expected to attend office space for general working but will be required on occasions to attend face to face meetings and collaborative working sessions that may require travel to their home base or other locations across the estate or customer sites.

Please feel free to contact the Recruiting Manager of this vacancy to discuss further the working arrangement.

Some of our sites have accessible parking provision which is free or paid for work purpose this not contractual entitlement.

We make every effort to contact all candidates to let them know the outcome of their application. However, if you haven't heard back from us within 2 weeks after the closing date, please assume that your application has not been successful.

This is an exciting time to join NHS South, Central and West.

SCW is an NHS support and transformation organisation that helps health and social care organisations deliver the best possible care to people. As partners of choice to more than 200 organisations that support millions of people, our mission is to help deliver the NHS Long Term Plan, improving the health and wellbeing of communities.

We’re supporting clients whose vision and quest for innovation requires us to be flexible, adaptable and open to adventure; giving us the freedom to work in new ways, looking at things from a different angle and challenging the norm.

We are an equal opportunities employer committed to attracting and retaining the best people in order to provide the best possible services to our customers. Our people enjoy challenging, rewarding roles, supporting our customers to improve their local health and care services.

We want our people to fulfil their potential so we offer a wide range of training, opportunities to gain qualifications, as well as access to coaching, mentoring schemes and employee wellbeing and support for a healthy work-life balance.

SCW were selected as an NHS Employers Diversity and Inclusion Partner for three consecutive years 2015-2018 and are now proud to be Alumni of this programme.

If you are successful in your application, we will value your experience, your contribution and we will give you the knowledge to succeed as part of your specialist team and as part of our organisation.

Our values

Patients First: our sole focus and inspiration is to help commissioners improve the quality of patient care, treatment and experience.

Aspirational: we deliver excellence, and celebrate innovation. This drives us towards becoming the best.

Collaborative: we build effective partnerships, whilst focusing on delivery. We work towards achieving shared goals.

Insightful: As experts in our fields, we understand the bigger picture and its complexities, we challenge convention, and we uncover opportunities.

Respectful: We treat everyone with respect and hope it will be returned. Recognising and valuing their knowledge, we involve our customers, teams and partners in decisions.

Please note SCW asks successful candidates to upload their Right to Work and Identity documents for digital verification. If you are unable to provide the required documents for the digital verification or do not have access to a smartphone or tablet, this will result in the verification being done face-to-face.