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Mersey Care NHS Foundation Trust
About
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 (Halton, Warrington, Knowsley, Liverpool, Sefton and St Helens) and is also commissioned for services that cover 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.
We call this continuous improvement in quality and cost, ‘striving for perfect care’. Our aim is to play a full part in the health and social care economies we serve, by promoting and driving greater integration between mental and physical health and social care.
Our clinical services are provided across over 170 sites spanning a large part of the North West. Our services are supported by a corporate teams based at our offices in Kings Business Park, Prescot, and Hollins Park, Warrington.
We take positive action to support disadvantaged groups and also particularly encourage applications from BAME, disabled and LGBT people that are under-represented in our workforce. Furthermore we welcome applications from reservists and ex-armed forces 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.
Flexible working requests will be considered for all roles.
SPC Senior Clerk
Accepting applications until: 06-Nov-2024 23:59
Vacancy status: Open
Accepting applications until: 06-Nov-2024 23:59
Key details
Location
- Gwefan
- V7 (First Floor)
- Cyfeiriad
- Kings Business Park
- Tref
- Knowsley
- Cod post
- L34 1PJ
- Major / Minor Region
- Merseyside
Contract type & working pattern
- Contract
- Fixed term: 12 months (October 2025)
- Oriau
- Full time
- Part time
Salary
- Cyflog
- £24,071 - £25,674 pro rata per annum
- Cyfnod cyflog
- Yearly
- Gradd
- (Band 3)
Specialty
- Prif leoliad
- Telephony
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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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Trosolwg o'r swydd
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.
Advert
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.
Gweithio i'n sefydliad
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.
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
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.
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.
Person specification
Qualifications
Meini prawf hanfodol
- • NVQ Level 3 and/or ECDL and /or RSA or equivalent or relevant experience
Meini prawf dymunol
- • Recognised MS Office accreditation
Knowledge/Experience
Meini prawf hanfodol
- • 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
Meini prawf dymunol
- • Experience of working in a busy call/contact centre environment
- • Experience of medical terminology
Values
Meini prawf hanfodol
- Continuous Improvement
- Accountability
- Respectfulness
- Enthusiasm
- Support
- Responsive to service users
- Engaging leadership style
- Strong customer service belief
- Transparency and honesty
- Discreet
Skills
Meini prawf hanfodol
- 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
Further details / informal visits contact
- Enw
- Sarah Syme
- Teitl y swydd
- SPC Team Leader
- Cyfeiriad ebost
- [email protected]
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