Band 3 Helpdesk Support

Job summary

The BSOL Procurement Collaborative (BSOL PC), hosted by University Hospitals Birmingham NHS Foundation Trust (UHB) provides procurement and supply chain services to UHB; Birmingham Women's and Children's NHS Foundation Trust and the Royal Orthopaedic Hospital NHS Foundation Trust & Birmingham Community Healthcare NHS Foundation Trust.

The role will be based at the BSOL PC offices, Regent Court Birmingham.

The service desk provides customers with a single point of contact to log and resolve various procurement queries. As part of the Help Desk team the Helpdesk Support you will be responsible for responding to all customer and user contact with the service desk and to accurately record and track calls with internal support teams and 3rd party suppliers.

The post holder will be a member of the Procurement Help Desk team and will be required to adopt a flexible approach towards any procurement activities. One of the key roles will be to help develop and present a positive customer image to all users of the Service Desk.

The job will involve using various computerised systems, e.g. the Oracle, Sage; Integra Finance System's to support the requisitioning of goods and services.

We are looking to recruit an ambitious, tenacious and confident Helpdesk Support to join a supportive team who all work hard together in making a success of the BSOL Procurement Collaborative. If that is you then we want to hear from you.

Main duties, tasks & skills required

1.To provide advice, guidance and support an efficient and professional Helpdesk service

2.To deliver excellent customer service to all users

3.Act as main point of contact for emails and telephone calls from all wards, departments, and suppliers, making decisions on whether the post holder can deal with query or pass to relevant section, good telephone manner essential.

4.Receive calls to helpdesk and follow agreed procedures for recording, initiating action, responding to customer and updating the task management system.

5.Complaint handling -. Liaise effectively with Supplier, Procurement and Stores staff to ensure prompt resolution to customer enquiry.

6.Follow agreed procedure to activate Helpdesk job processes.

7.Comply with trust policies and procedures and operational changes that may be implemented for the development of the service

8.Ensure all records are kept accurately and confidentially

9.Prioritising all incoming work on a daily basis, including responding quickly and appropriately to urgent/important issues.

10.To provide administrative support to Procurement which includes word processing, typing/keyboard skills to produce correspondence, reports and other documents, filing, photocopying and scanning. Filing of information electronically and manual, in an organised manner.

About us

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:

Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

Job description

*Please Note : For a specific detailed job description for this vacancy, please see attached Job Description*

Person specification

Qualifications

Essential

Good General Education (eg. GCSE English and Maths A-C/ 9-4)
Business Administration NVQ level 3 or equivalent experience in an administrative environment
Willing to undertake relevant training for the position.

Experience

Essential

Relevant experience of working in a patient, public or customer services focussed role
Experience in effectively communicating via email, telephone and letter
Knowledge of Microsoft Office Software.
Knowledge of Systems such as Integra, Sage & Oracle.
Experienced in identifying problems and proposing solutions or improvements