Main duties of the job

To communicate with service users in a sympathetic and empathetic manner using tact and diplomacy both in person and over the telephone.

To understand potential barriers to communication, eg language difficulties, disabilities, and modify style/method of communication appropriately.

To communicate effectively with all members of staff and external agencies ensuring that a professional manner is maintained at all times.

To work in harmony with other team members in the Directorate displaying a 'one team' ethic at all times.

To escalate service issues or risks and concerns raised by service user to senior staff.

To take action in line with escalation procedures to ensure health records are available for outpatient clinics and admissions.

To ensure outcome forms are completed correctly during a clinic session liaising with medical and nursing staff to achieve this in a timely manner.

Working for our organisation

MFT is England's largest NHS Trust with a turnover of £2.4bn and is on a different scale than most other NHS Trusts. We're creating the most exceptional integrated health and social care system for the 1 million patients who rely on our services every year.

Bringing together 10 hospitals and community services from across Manchester, Trafford and beyond, we champion collaborative working and transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you'll benefit from a scale of opportunity that is nothing short of extraordinary.

We're proud to be one of the major academic research centres and education providers in England and Research and Innovation is the heart of all we do, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. We're also excited to be embarking on our new Green Plan which will set out how MFT continues to play its part in making healthcare more sustainable and tackling climate change.

At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open and transparent, protecting your health and wellbeing and shaping the future of our organisation together.

Join us and you'll work with some of the best people in the NHS, thriving in a Trust united in its values, purpose and commitment to our patients and a drive for continual innovation and improvement.

Detailed job description and main responsibilities
To find out more about the key responsibilities and the specific skills and experience you'll need, take a look at the Job Description & Person Specification attachments under the 'Supporting Documents' heading. So that you're even more equipped to make an informed decision to apply to us, you'll need to take time to read the 'Candidate Essentials Guide' that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how 'we care for you as you care for others'. Most importantly, it also contains critical information you'll need to be aware of before you submit an application form.

COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not currently a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated, there is helpful advice and information available by searching on the 'NHS England' website where you can also find out more about how to access the vaccination.

Diversity Matters

MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at Apply.

We're looking forward to hearing from you!

Person specification

Education/Qualifications
Essential criteria

• GCSE Maths&English or equivalent

Desirable criteria

• NVQ 2 Customer Service

Experiance
Essential criteria

• Evidence of working as part of a team

Desirable criteria

• Evidence of handling difficult situations-Customer complaints

Skills
Essential criteria<