JOB PROFILE
What Is an NHS Customer Service Advisor?
IN THIS JOB PROFILE
You Will Learn.
- What an NHS Customer Service Advisor is.
- What the responsibilities of an NHS Customer Service Advisor are.
- What qualifications an NHS Customer Service Advisor needs.
- What skills an NHS Customer Service Advisor needs.
- Who employs an NHS Customer Service Advisor.
- The average salary of an NHS Customer Service Advisor.
- Where the latest NHS Customer Service Advisor jobs are and how to apply for them.
What Is an NHS Customer Service Advisor?
An NHS Customer Service Advisor is a professional who is responsible for providing assistance, support, and information to patients, their families, and visitors within the NHS.
NHS Customer Service Advisors serve as a point of contact for individuals seeking information about healthcare services, appointments, referrals, or general inquiries. Their role involves handling phone calls, emails, and face-to-face interactions, effectively communicating with empathy and professionalism.
NHS Customer Service Advisors may also schedule appointments, update patient records, handle complaints or feedback, and collaborate with healthcare staff to ensure a positive and efficient customer experience within the NHS healthcare system.
What Are the Responsibilities of an NHS Customer Service Advisor?
Many NHS customer service jobs, in particular NHS Customer Service Advisors serve as a point of contact for individuals seeking information about healthcare services, appointments, referrals, or general inquiries. Their role involves handling phone calls, emails, and face-to-face interactions.
NHS Customer Service Advisors may also schedule appointments, update patient records, handle complaints or feedback, and collaborate with healthcare staff to ensure a positive and efficient customer experience within the NHS healthcare system.
The main responsibilities of an NHS Customer Service Advisor include:
- Providing assistance and guidance to patients, their families, and visitors.
- Communicating clearly and empathetically with individuals through various channels.
- Managing appointment bookings, cancellations, and rescheduling requests.
- Updating and maintaining patient records and databases.
- Resolving patient complaints, concerns, and feedback.
- Coordinating with healthcare staff, administrative personnel, and other stakeholders within the NHS.
- Performing administrative tasks.
- Maintaining a high standard of customer service in all interactions.
- Identifying opportunities for service improvement and working collaboratively with relevant teams to implement changes.
- Offering basic health information, advice, and resources to patients and their families.
- Ensuring compliance with data protection regulations and maintaining strict confidentiality.
Providing Assistance and Guidance
An important part of all NHS customer service jobs is to provide assistance and guidance to patients, their families, and visitors regarding healthcare services, systems, appointments, referrals, and general inquiries. NHS Customer Service Advisors should offer accurate and up-to-date information about NHS services, healthcare providers, clinics, waiting times, and other relevant details to help individuals make informed decisions.
They should also offer basic health information, advice, and resources to patients and their families, promoting healthy lifestyles, preventive measures, and self-care practices.
Maintaining a high standard of customer service is essential for an NHS Customer Service Advisor by demonstrating professionalism, empathy, and a patient-centred approach in all interactions.
Optimising Healthcare Service Delivery
An NHS Customer Service Advisor is expected to manage appointment bookings, cancellations, and rescheduling requests, ensuring efficient and accurate scheduling to optimise healthcare service delivery. They should perform administrative tasks such as data entry, filing, and document management to support the smooth operation of customer service functions.
To succeed as an NHS Customer Service Advisor the candidate must also identify opportunities for service improvement based on patient feedback and work collaboratively with relevant teams to implement changes that enhance the overall patient experience.
Frequently Asked Questions
What Qualifications Does an NHS Customer Service Advisor Need?
Specific qualifications may vary depending on the NHS Trust and the level of the Customer Service Advisor role.
While formal qualifications may not be universally required, certain skills and attributes are valuable. These include excellent communication and interpersonal skills, empathy, problem-solving abilities, and a customer service-oriented approach.
Additionally, proficiency in IT systems and experience in handling customer service roles are beneficial.
Relevant vocational qualifications, such as a Level 2 or 3 Certificate in Customer Service, can demonstrate a foundational understanding of customer service principles.
What Is the Average Salary of an NHS Customer Service Advisor?
The average salary of an NHS Customer Service Advisor can vary depending on factors such as location, experience, and job responsibilities. In general, customer service advisor positions in the NHS are likely to fall within the administrative and clerical staff pay bands.
On average, the NHS pay scales for administrative and clerical staff range from around £18,005 to £45,753 per year.
Who Employs an NHS Customer Service Advisor?
NHS Customer Service Advisors are typically employed by NHS Trusts or healthcare organisations within the NHS. These can include hospitals, clinics, GP surgeries, and other healthcare facilities.
NHS Trusts are responsible for providing healthcare services in specific regions, and they employ Customer Service Advisors to support patient interactions and enhance the overall patient experience.
Additionally, some private healthcare providers may also employ Customer Service Advisors to assist patients and ensure the smooth operation of their healthcare services. The specific employment arrangements can vary depending on the healthcare organisation.
What Skills Does an NHS Customer Service Advisor Need?
Key skills of an NHS Customer Service Advisor include:
- Strong verbal and written communication skills.
- Customer service orientation - patience and empathy.
- Interpersonal skills.
- Problem-solving skills.
- Time-management skills.
- Proficiency in using computer systems, databases, and software applications.
- Adherence to strict confidentiality guidelines and data protection regulations.
- The ability to adapt to changing situations and handle high-pressure environments.
- Collaborate effectively with colleagues, healthcare professionals, and other stakeholders within the NHS.
- A good understanding of NHS services, policies, and procedures.
Excellent Customer Service Skills
Strong verbal and written communication skills are key for an NHS Customer Service Advisor to establish positive relationships and effectively interact with patients, their families, and healthcare professionals. Clear, empathetic, and professional communication is essential to address inquiries, provide information, and handle sensitive or complex situations.
They must also demonstrate core customer service skills with ease such as patience, empathy, active listening, and a willingness to go above and beyond to meet patient needs. They will be expected to resolve patient complaints, concerns, and feedback professionally and compassionately, liaising with relevant departments to address issues and improve the patient experience. Being approachable, friendly, and respectful fosters trust and a comfortable environment.
Critical Thinking
The ability to identify and address issues or challenges in a timely and efficient manner is key. NHS Customer Service Advisors should be adept at analysing situations, finding practical solutions, and escalating matters appropriately when necessary.
A good NHS Customer Service Advisor will possess the ability to adapt to changing situations, handle high-pressure environments, and remain calm and composed during demanding situations.
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