Receptionist

Receptionist

Norfolk and Norwich University Hospital, NR4 7YU

Shift 1 - Saturday - Sunday - 07.30 – 13.30 – 5 hours (10 hours per week)

Shift 2 - Saturday – Sunday 13:00 – 18.30 – 5.5 hours (11 hours per week) 

Salary: £24,461.58 pro rata per annum plus benefits   

Here at Serco, we are looking for a Receptionist to join our team at Norfolk and Norwich University Hospital. Norfolk & Norwich University Hospital puts its patients at the heart of everything they do. The Hospital cares for the people of Norfolk, North Suffolk and further afield, providing almost one million out-patient appointments, day case procedures and in-patient admissions every year. The hospital has 1,200 beds and state-of-the art facilities and works closely with the University of East Anglia to train health professionals and have a strong focus on research. 

The key purpose of this role is to provide a helpful and professional front of house Reception service in line with Trust and Serco requirements in order to maintain a safe and helpful hospital environment. The post holder will be required to receive, direct and guide relatives and visitors to site, projecting a professional, polite, and informative service at all times.

Main Accountabilities

• Provide an effective and professional Reception service.
• Greeting visitors – answering enquiries from relatives and visitors and guiding members of the public to requested locations
• Wear correct uniform and PPE at all times.
• Comply with company policies and procedures and operational changes are implemented for the development of the service.
• Maintain all required records and ensure all paperwork is completed in line with Health and Safety, Quality, Serco and Trust policies and procedures.
• Participate as a full member of the team, through supporting and carrying out training, working flexibly as required to cover other members of the team.
• Undertake other ad hoc duties as prescribed by the line manager and within scope of skill and capability.
• Face-to-face enquiries from visitors, patients and Norfolk & Norwich University, NHS Trust staff, answer internal and external calls, taking messages where necessary.
• Responsible for processing personal data in accordance with GDPR and internal data protection policies, ensuring confidentiality, integrity, and lawful handling of information.
• To report any Health and Safety hazards around the site as per procedures.
• Take pride with their reception areas and ensure that areas surrounding the reception are kept clean and tidy at all times.
• Any incidents identified which effect the area will be reported to the Estates or Soft Services helpdesk immediately so that the relevant Trust or Serco support service can attend to remedy the situation.
• Respond to all face-to-face enquiries from visitors, patients and Norfolk & Norwich University, NHS Trust staff, answer internal and external calls, taking messages where necessary.
• Manage the allocation and distribution of Validation passes in line with organisational policies and procedures.
• Coordinate pharmacy drops, ensuring timely and accurate drop-offs to patients in line with service requirements.
• Arrange patient transport, including booking taxis, to support access to healthcare services, maintaining clear records.
• Be trained in appropriate emergency procedures, including but not limited to emergency admissions, urgent evacuation of the building, and responses to bomb threats.
• Disseminate appropriate information leaflets as required.
• Issue Patient Experience Surveys as required.
• Manage lost property. Be a point of contact for any items of lost property handed in. These items should be logged and secured until handed over and signed as received by Security.

What you’ll need to do the role

Systems and Equipment:

• Use of, PC based systems.
• Use of switchboard and telephony equipment.
• Use of Computer Aided Facilities Management system (CAFM).
• Use of Patient Access System.
• Conversant with protocols pertaining to patient confidentiality.

Other skills and knowledge required:

• Knowledge of site lay out and local area.
• Knowledge of various transport systems, methods of access to the hospital.
• Requires a professional and sympathetic approach to people.
• Use of communication and recording systems.
• Completion of mandatory training as specified within training plan.
• Be able to work under pressure.
• Project a polite and professional image at all times.
• IT literate to include Microsoft packages.

Acute Functions

• Provide a comprehensive Reception Service that will be the first point of contact for patients, visitors, and staff.
• Deliver a welcoming, polite, knowledgeable, and courteous service to all site visitors.
• Required to possess comparable skills and qualities to those of front-of-house hotel staff.
• Ensure all enquiries are dealt with promptly and that all visitors receive the help and assistance they require.
• Protect the rights and confidentiality of patients.
• Treat all patients, visitors and staff with dignity and respect.
• Be flexible and responsive to change.
• Add to the overall safety and quality performance of Norfolk & Norwich University NHS Trust.
• Assist Hospital and facility users with their varying requirements, including those, who are recognised where English is not their primary language, who have a sensory disability (deafness or blindness) or a physical disability.
• Co-ordinating security and site administration tasks, including lost property, and key management.
• Coordinate and provide internal and external post services and requirements.
• Gaining and providing in depth knowledge of the site that the receptionist is posted.
• Ensuring efficient completion of additional administration and including supporting the building management functions.
• Adding to the overall effectiveness of the facilities.

Why Serco  

Meaningful and vital work: Working within a Hospital at Serco means that you’ll play a critical role in ensuring that patients continue to receive the support that they need 24/7.
A world of opportunity: It takes a diverse team to support a hospital and we’re big on internal progression. So, whether you specialise your skills, progress into team management or move into operations, you’ll find all the opportunity you need to evolve your career.

Great people: Hospitals are busy places and you will find yourself interacting with staff, patients, visitors and of course your supportive team. You will be a significant part of the hospital.
 

What we offer 

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days annual leave plus bank holidays
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
 

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.