Helpdesk Operative

Location: Oxford, Oxfordshire |
Salary: £20,154 |
Posted: 14 Sep 2021 |
Closes: 28 Sep 2021 |
Job Type: Permanent & Full-time |
Business Unit: UK Facilities Management |
Region / Division: UK & Ireland |
Reference: 10043

Role Responsibility:

 

HELPDESK OPERATIVE

Churchill Hospital, Old Rd, Headington, Oxford OX3 7LE

40hrs, Full Time, Permanent

£20,154 per annum

Excellent Company benefits including Contributory Pension

 

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. 

 

At G4S FM our expertise in sectors such as defence, courts and hospitals is second to none. Our success is underpinned by the way we attract, develop and engage with our people, as well as the culture and values that shape the way we work and how our colleagues carry out their roles. Our values are integral to everything we do. We act with integrity and respect. We are passionate about safety, security and service excellence and we achieve this through innovation and teamwork. We are a sustainable, ethical business and this is key to the ongoing success of G4S FM.

 

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. 

In 2009 the hospital saw a major new development consisting of an integrated cancer and haematology Centre, a surgery and diagnostics centre and the Wytham Wing – housing the Wytham Ward (transplants) and private outpatients. 

G4S FM delivers the following services and employs circa 200 staff: Helpdesk, Patient and Retail Catering, Cleaning, Portering, Planned and Reactive Maintenance, Lifecycle Replacement, Grounds Maintenance and Pest Control.

We have an opportunity for a Helpdesk Operative to join our team based at Churchill Hospital.  This is a full time position working 40hrs per week, primarily Monday to Friday covering between 08:30 & 17:30,  there is a requirement to be flexible.

 

As the 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

  • Ensure service requests are passed on to the appropriate department, monitoring and recording progress in dealing with them

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

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

  • Provide accurate information to callers promptly, so that G4S Hard FM Team comply with contractual response times

  • 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).

  • Source any additional information in order to respond to Trust staff enquiries accurately and efficiently.

  • Proactively provide customers with information on outstanding work requests

  • Ensure service requests are passed on to the appropriate department, monitoring and recording progress in dealing with them

  • 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:

 

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

 

Additional Company Benefits available:

 

  • Company pension scheme with employer contributions

  • G4S Life Assurance Scheme

  • Free eye-tests/discounts for VDU users

  • Subsidised healthcare plan

  • Charity work- Match-IT and Payroll Giving

  • Employee Assistance Programme Scheme (Confidential Counselling Services, 24/7 support specialising in health and medical topics )

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

  • Progression, training and development opportunities.


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