Customer Service

Help Desk Agent Chelmsford, Essex £8,120.30

Help Desk Agent

Location: Chelmsford, Essex |
Salary: £8,120.30 |
Posted: 7 Jan 2020 |
Closes: 18 Feb 2020 |
Job Type: Permanent & Full-time |
Business Unit: UK Patient Transport Services |
Region / Division: UK & Ireland |
Reference: 8189

Role Responsibility:

Helpdesk Agent (Weekends 07:00-15:30)

Chelmsford, CM1 1GU 

£8,120.32 per annum

Part Time - 16 hours over a Saturday and Sunday- 07:00:-15:30 or 10:30-19:00


Job Outline: The Helpdesk Agent is the first point of contact for anyone wishing to query or chase a patient transport journey. The Helpdesk Agent role is predominantly to take enquiries from patients, patient representatives, care homes or health care professionals. Helpdesk Agents will also deal with transport complaints.  


Key accountabilities/responsibilities:

  • Work as part of a team to carry out the above functions and represent G4S Healthcare within the NHS.
  • Communicate effectively and liaise with patients, health care professionals and senior on call management as required.
  • Have excellent interpersonal skills and telephone manner
  • Escalate to Senior Controllers patient journeys at risk of failure.
  • To keep up to date and complete training as requested.
  • To be aware of safe guarding policies and procedures.
  • To understand the escalation process and implement when necessary.
  • To work as a team to support colleagues.
  • Have the ability to work in a fast pace environment.
  • Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the Team Leader.
  • Carry out any other duties relevant to the role as directed by your senior or Team Leader

The Ideal Candidate:

Person Specification


Essential Skills:

  • A professional attitude, calm disposition and excellent telephone manner is paramount for this position
  • Experience of working in a safeguarding environment and completing safeguarding documentation
  • Ability to work well as part of a team
  • Strong verbal and written communication skills
  • Ability to multitask whilst paying strong attention to detail


Desirable Skills: 

  • Experience of working in a safeguarding environment and completing safeguarding documentation
  • Experience of working in a customer focused environment



Safety is of paramount importance and the post holder must ensure that safe systems of work are followed without compromise. The post holder needs to be committed to maintaining high standards of customer care and service delivery that will include the responsibility of adequate safeguarding and prevent training and awareness and an understanding of reporting concerns to the line manager.

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