Job summary
- Main area
- Telephony
- Grade
- Band 3
- Contract
- Fixed term: 12 months (October 2025)
- Hours
- Full time
- Part time
- Job ref
- 350-CC6578197-B
- Employer
- Mersey Care NHS Foundation Trust
- Employer type
- NHS
- Site
- V7 (First Floor)
- Town
- Knowsley
- Salary
- £24,071 - £25,674 pro rata per annum
- Salary period
- Yearly
- Closing
- 06/11/2024 23:59
Employer heading
SPC Senior Clerk
Band 3
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Mersey Care NHS Foundation Trust celebrates diversity and promotes equal opportunities; we are committed to challenging and eliminating racism and other forms of discrimination and advancing and promoting equality of opportunity in the provision of services and creating an inclusive environment for all employees. We believe that everyone has the right to be treated with dignity and respect.
We take positive action to support disadvantaged groups and also particularly encourage applications from ethnic minorities, disabled and LGBTQIA+ people that are under-represented in our workforce. Furthermore we welcome applications from reservists and ex-armed forces personnel as we recognise the benefits of the values, skills, training and experience that they bring to their work with us. We encourage all applicants to share their equality information with us.
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Job overview
An opportunity has arisen to join the Single Point of Contact team within Mersey Care NHS Foundation Trust as an SPC Senior Clerk on a 12 month fixed term contract. The Single Point of Contact is a busy and exciting Contact Centre service within the Trust and it supports patients and healthcare professionals to access community services within Liverpool, Knowsley and Sefton and provides support across the wider health economy.
We are looking for enthusiastic and committed administrators with flexibility in working hours. Call/Contact Centre experience is preferred but previous experience in a fast paced performance managed environment is also welcome.
Main duties of the job
The ideal candidates for the Senior Clerk role will have NHS call/contact centre experience and be able to demonstrate excellent communication skills, accuracy and efficiency with attention to detail for calls received from patients , carers and the multidisciplinary team.
The post holders will be working closely with the clinical team, supporting services delivering care to patients in their own home. They will be able to deal with calls using their own initiative, supported by clinicians, and develop an expertise in safe sign posting of patients, families, carers and professionals to the most appropriate services across Merseyside.
We are looking for enthusiastic and committed staff who want to be part of this new initiative. You must have flexibility in your working hours.
Full Training will be provided but you will be part of building up the requirements of this service and will contribute to the training as the project progresses.
Working for our organisation
Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.
We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.
At the heart of all we do is our commitment to ‘perfect care’ – care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We’re currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.
Flexible working requests will be considered for all roles.
Detailed job description and main responsibilities
You will be required to operate within a contact centre environment, liaising with patients and health care professionals, including GPs, ensuring the patient accesses the most appropriate clinical pathway.
Full Training will be provided.
Promotion opportunities are excellent as we offer a range of administrative banding scales within the department, from Band 2 upwards.
Flexibility is essential as the team operates 7 days a week from 8am-8pm on a rota basis.
Person specification
Qualifications
Essential criteria
- • NVQ Level 3 and/or ECDL and /or RSA or equivalent or relevant experience
Desirable criteria
- • Recognised MS Office accreditation
Knowledge/Experience
Essential criteria
- • Experience of working in a customer service focused environment
- • Excellent clerical and administrative experience
- • Familiar with standard office practice and procedures
- • Have an understanding of the implication of General Data Protection Regulation (GDPR)
- • Experience of working effectively to deadlines and KPI’s
- • Experience of developing own knowledge and skills on a continuous basis
- • Experience of developing own knowledge and skills both verbal and written
- • Ability to remain calm and show empathy in difficult and emotional situations
- • Professional telephony experience
- • Experience or working with the general public
Desirable criteria
- • Experience of working in a busy call/contact centre environment
- • Experience of medical terminology
Values
Essential criteria
- Continuous Improvement
- Accountability
- Respectfulness
- Enthusiasm
- Support
- Responsive to service users
- Engaging leadership style
- Strong customer service belief
- Transparency and honesty
- Discreet
Skills
Essential criteria
- Excellent standard of written communication
- Effective high level of communication and interpersonal skills
- Ability to work in a team and provide feedback in forums and meetings
- MS office skills with Word, Excel and Outlook
- Ability to work as part of a team and own initiative
- Accurate keyboard skills
- High degree of concentration required for checking and accuracy
- Ability to create clear and concise documentation
- Demonstrable skills in displaying compassion and empathy for service users
- Demonstrable skills in training, supporting and monitoring junior staff members
Employer certification / accreditation badges
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Sarah Syme
- Job title
- SPC Team Leader
- Email address
- [email protected]
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