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Application Support Apprentice (Customer Service) Nottinghamshire Health Informatics Service

An opportunity has arisen to work within NHIS as an Apprentice within the Application Support Team on a Level 3 Customer Service Apprenticeship. We are looking for an enthusiastic person to provide a confident, friendly and efficient service to the team.

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Closing date: 30 May 2022

Apprenticeship summary

  • Weekly wage

    £185.00

  • Working week

    Monday - Friday, 09:00 - 17:00.

    Total hours per week: 37.50

  • Expected duration

    18 months

  • Possible start date

    06 Jun 2022

  • Date posted

    08 Feb 2022

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC001818546

  • Positions

    1 available

The post holder will be part of the Application Support function.  Working with the Application Support Team you will primarily support the team with the account management for all clinical and non-clinical systems supported by Application Support.

Working towards learning the skills and processes to support the escalation of Customer queries within the Application Support Team. This will involve dealing with clinical System queries via the phone and email and ensuring that our customers receive excellent customer service.

The apprentice will be trained with a view to progress the skills and expertise of a fully trained Application Support Analyst.

The Apprentice will work under the supervision of the Senior Application Support Analyst and will report to the Application Support Team Leader.

Role of the service:

Nottinghamshire Health Informatics Service (NHIS) provides Information, Communication and Technology Services (ICT) across the NHS and Local Health Community.

We provide expertise and capability, effectively delivering National and Local ICT requirements, and to continually research and innovate in an effort to provide technologies that enable our customers to do things better, or to do better things.

General statements:

All employees have an individual responsibility to have a knowledge of and employ the basic principles of infection control practice and to ensure adherence to the requirements of the Infection Control Manual.

All staff employed by the Trust are required to work in a safe manner, in accordance with current health and safety legislation and with the general principles laid down in the Trust’s Health and Safety Policy.

You are required to comply with all of the Trust’s policies and procedures.  These are obtainable on the Trust’s intranet site, where guidance is also contained.

Equality and Diversity is fundamental to all the hospital does, both in the way we provide services to our community, patients and the way in which we manage our staff.  All Trust employees are required to respect and adhere to the principles of equality and diversity treating patients and staff with dignity and respect as laid down in the Trust’s Single Equality Scheme.

To undertake any other duties which may be reasonably regarded as within the nature of the duties, responsibilities and grade of the post as defined, subject to the proviso that appropriate training is given and that wherever possible significant changes of a permanent nature shall be mutually agreed and incorporated into the job description in specific terms and the post re-evaluated if the change is likely to result in a job evaluation score change.

All employees have an individual responsibility to ensure that all information recorded both manually and electronically achieves and maintains the highest possible data quality standards by adhering to the Trust’s Data Quality Strategy and Policy. Poor quality information will put patient care and safety at risk and will also impact the Trust’s performance and finances.

Information Asset Administrators (IAA)

This post incorporates the role of Information Asset Administrator (IAA).  Information Asset Administrators will provide support to their Information Asset Owner (IAO) to:

  • Ensure that Information Governance policies and procedures are followed in their area
  • Recognise potential or actual security incidents and report accordingly
  • Consult their IAO on incident management and ensure that incidents are reported and escalated accordingly
  • Ensure their information asset registers are kept accurate and up to date.

Requirements and prospects

Desired skills

  • Excellent communication skills are required, both written and verbal and there is a requirement to maintain effective working relationships at all times.
  • Good interpersonal and communication skills
  • Good organisational skills
  • Excellent knowledge of all Microsoft Office packages
  • Experience of working in a customer service environment
  • Excellent time management skills

Personal qualities

  • Smart appearance
  • Regular attendance
  • Undertaken work experience

Desired qualifications

Good standard of education to GCSE level to include GCSEs at grades C/4 or above (or equivalent) in maths and English.

Desirable - IT qualification (or equivalent).

Desirable - Customer service qualification (or equivalent).

Future prospects

Ongoing personal and professional development

If the Apprenticeship is successful to progress and develop within the organsiation. 


About the employer

Nottinghamshire Health Informatics Service (NHIS) provides Information, Communication and Technology Services (ICT) across the NHS and local health community. Providing expertise and capability, effectively delivering national and local ICT requirements and continually researching and innovating in an effort to provide technologies that enable our customers to do things better or do better things.

Employer

Nottinghamshire Health Informatics Service

Address

Kings Mill Hospital

Mansfield Road

Sutton-In-Ashfield

NG17 4JL

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Training

Training provider

Prostart Training

Applications for this apprenticeship are being processed by Prostart

Contact

Nina Ricci 01159468182 NinaRicci@ProstartUk.co.uk

The successful candidate will complete a Level 3 Customer Service Specialist apprenticeship standard, which includes:

  • Level 2 Functional Skills in maths and English (if required)

Knowledge-based off the job training will take place during the 18 months of the Apprenticeship at Prostart Training’s registered training facilities and the workplace.

Any other duties which may be required from time to time, as discussed and agreed with the Line Manager.

Apprenticeship standard

Customer service specialist

Level 3 (A level)


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