Helpdesk Operative

Main Responsibilities

HELPDESK OPERATIVE

Salary £11.50 per hour basic rate with a £3.50 enhancement for any hours worked between 6pm 6am and at weekends

Working Hours: Part Time / 16 hrs per week. Weekends / 10 pm - 6:30 am

About us 

As a leading Facilities Management company, G4S FM improves the lives of millions of people across the UK and Ireland by creating productive, safe and smooth working environments. We support the efficient delivery of front line services in critical environments for the private sector, national and local government agencies. Churchill Hospital is a centre of excellence for cancer services and other specialties, including renal services and transplants, clinical and medical oncology, dermatology, haemophilia, chest medicine and palliative care.

About the role 

We have an opportunity for a Helpdesk Operative to join our team based at Churchill Hospital.  This is a part time position working 16 hours per week, primarily on a weekends covering between 10:00 am and 18:00 pm. As a Helpdesk Operative you will be working with all Facilities Departments within G4S and promoting good communication between both G4S and the Trust, patients, their visitors and the general public, ensuring all requests and enquiries are dealt with in line with G4S Minimum Standard requirements.

Key Responsibilities will include:

• Ensuring all calls are answered within the KPI – 97% of all calls within 8 rings of the telephone, respond to electronic (email) requests within 5 minutes of receipt into the HD Mailbox

• Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the CAFM system.

• Dealing with client representatives such as Trust/Client Management Team, Clinical Leads, All NHS Trust Staff and all G4S Management.

• Coordinating the daily work flow between all G4S Services Team (Housekeeping, Hard FM, Porters).

• Proactively manage all Service Requests and Tasks, obtaining accurate information from all G4S Services Team (Housekeeping, Hard FM, Porters).

• Proactively provide customers with information on outstanding work requests.

• Refer enquiries that cannot be dealt with to the appropriate individual or body using the agreed communication lines.

• Undertake general administration to support the department, ensuring all service standards are met.

The Ideal Candidate

About you

We are looking for courteous and friendly individuals who are committed to delivering an excellent customer experience. Candidates will need to have a track record of great attention to detail in written and verbal communication. 

If you can keep calm under pressure and are passionate about helpdesk support then this is an exciting opportunity for you.

Essential Criteria:

• Experience of working in a Call Centre or Similar Environment

• Sound Knowledge of CAFM Systems

• Accurate Record Keeping

• Strong IT skills

• Ability to manage shift patterns, being flexible

• Strong problem solving skills – be able to handle complex enquiries

In return, we offer:

• Progression, training and development catered to you.

• Charity work

• Refer A Friend incentives 

• Company pension scheme with employer contributions.

• G4S Life Assurance Scheme.

• Subsidised healthcare plan.

• Charity work- Match-IT and Payroll Giving.

• Confidential Counselling Services

• 24/7 support specialising in health and medical 

• Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers.