Customer Service Officer

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PRIMARY DUTIES & AREAS OF RESPONSIBILITY

·         Provide customer assistance regarding parking (eg pay stations, concession information etc)

·         Answer intercom calls from motorists requiring assistance in car parks

·         Validation of discounted parking

·         Issue of discounted parking

·         Issue of staff parking permits

·         Taking payments from non-Trust staff/issuing monthly passes and long term public tickets

·         Taking payments for parking charge notices if motorists wish to pay in person

·         Monitoring car park queuing using the CCTV monitors

·         Issue of hospital staff ID badges

·         Answering telephone queries

·         Answering general queries regarding the hospital

General

·         To cover any duties of other colleagues in relation to the parking desk/permit system as required due to AL or absence

Human Resources

·         Be an effective member of the Directorate and an effective team member within the admin team, promoting a ‘can do’ attitude through a style of communication that is inclusive, open and participative.

·         Support the delivery of change across the directorate by supporting innovation, flexible working and staff involvement, through effective communication, team briefing and liaison and building of relationships with staff at all levels.

·         Ensure personal identifiable information is handled in line with Records Management policy and Data Protection Act.

Communications

·         Participate in team communications

COMMUNICATIONS & WORKING RELATIONSHIPS

·         All Trust staff

·         All Directorate staff

·         Members of the public

·         Contractors / Service Engineers

All Job Holders are required to:

• Work to the Trust values - Put patients first, Take ownership, Respect others, Be positive, Listen, learn and improve.

• Adhere to Trust policies and procedures, e.g. Health and Safety at Work, Equal Opportunities etc.

• Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff development and training.

• Attend statutory, essential and mandatory training.  

• Respect the confidentiality of all matters relating to their employment and other members of staff. All members of staff are required to comply with the requirements of the Data Protection Act 1998.

• Comply with the Corporate Governance structure in keeping with the principles and standards set out by the Trust.

• Comply with the codes of professional conduct set out by the professional body of which registration is required for the post.

• Ensure they are familiar with the Risk Management Framework, follow policies, procedures and safe systems of work, make known any hazards or risks that they identify and take all necessary actions to reduce risk. 

• Ensure the welfare and safety of children within their care. This includes staff who come into contact with children and families in the course of their work as well as those staff who have a specific role with children and families.

• Ensure they attend Child Protection training at the appropriate level within the specified time frame.

• Staff must comply with Safeguarding Policies and Procedures in order to promote safeguarding and prevent abuse to vulnerable people using Trust services.

• Maintain the prevention and control of infection and fully comply with all current Trust Infection Control policies and procedures.

• Take responsibility for any records that they create or use in the course of their duties, in line with the Public Records Act and be aware that any records created by an employee of the NHS are public records and may be subject to both legal and professional obligations.

Note

This job description is neither definitive nor exhaustive and is not intended to be totally comprehensive. It may be reviewed in the light of changing circumstances following consultation with the post holder. This job description is to be read in conjunction with all current Plymouth Hospitals NHS Trust policies, procedures & guidelines.