Customer Services Advisor

Customer Services Advisor

The closing date is 16 January 2026.

We are currently looking for a Full time Customer Services Advisor to join our Customer Services Team based er's Hospital. The post is to provide support towards a 24/7 Switchboard Service, working on an 8‑week rotating rota. The job will also require someone who can work weekends, night shifts and bank holidays. The staff member will also be an active member of the Estates and Facilities Helpdesk and provide administrative support to Estates and Facilities staff when necessary.

Switchboard is often the first contact for patients, visitors, GPs, companies and contractors who contact the Trust, so the initial impression you give is what counts. Good communication skills are essential for this role.

You will play a key role in enabling the Customer Services function to maintain and develop relationships with Service End Users by effectively handling enquiries on a wide range of service‑related issues. You must have strong communication skills, be good at problem solving and be aware of the need for good customer care.

To work as part of a team of Customer Service Advisors on a busy switchboard, providing a quality response service to Trust employees, members of the general public and other health organisations and deliver a "one stop shop" Helpdesk Service for staff.

It is imperative to have a good understanding of the written procedures and practices of the Switchboard equipment and its operation, to ensure the smooth and safe operation of the centralised Switchboard service. This includes inter‑site telecommunication links, emergency numbers, internal paging system, central alarm systems and fallback systems.

Accurate record‑keeping, including fault reporting, emergency calls received and made, alarm activations, major incidents and system failures.

To operate the Estates and Facilities Helpdesk, logging maintenance calls and printing and entering Facilities Department data, maintaining close working relationships with all other Trust Departments. Liaise and chase through queries with Estates and Facilities teams via the Helpdesk on the status of work orders and report back to the customer to ensure the customer is kept informed of the current situation.

The post involves a considerable amount of liaison with other staff and the public. Therefore it is essential that the post holder adopts a courteous, friendly and professional manner at all times.

Ashford and St. Peter's Hospitals NHS Foundation Trust serves a population of more than 410,000 people living in North‑West Surrey, parts of Hounslow and beyond.

Over 3,700 highly trained doctors, nurses, midwives, therapists, healthcare scientists and other support staff make up our workforce, providing a wide range of services across our two hospital sites:
Ashford, Ashford, Surrey and St Peter's, Chertsey, Surrey.

We also run many specialist clinics in the community and local community hospitals and other healthcare facilities.

Our vision is to be one of the best healthcare Trusts in the country. Join us now in the NHS at Ashford & St Peters Hospitals NHS Foundation Trust with our strong commitment to staff health and wellbeing. We are committed to providing continuous professional development, staff benefits and flexibility to shape our workforce around patient care.

To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work.

Switchboard Role

• Provide a centralised Switchboard Service to both Ashford & St Peter's Hospitals.
• Ensure that Service Level Agreements negotiated with other health and non‑health organisations for the delivery of Switchboard, Alarm monitoring and other operational duties are adhered to in respect of service delivery, response and quality.
• Receive external telephone calls and route them to the correct hospital extension, department or individual.
• Monitor progress of calls, routing them elsewhere if the extension is engaged or not responding.
• Receive internal telephone calls from hospital extensions and route them via telephonist…