Helpdesk Operator

Location: Oxford |
Salary: £8.50 per hour |
Posted: 10 May 2019 |
Closes: 16 Jun 2019 |
Job Type: Permanent & Full-time |
Region / Division: UK & Ireland |
Reference: G4S/US/4742

25 days annual leave; Life assurance; Pension; Access to employee assistance programme; Other flexible benefits


Job Introduction:

We are actively seeking to recruit a Helpdesk Operator to join our small but dedicated team on our Churchill Hospital contract to be based in Headington, Oxford  The hours are 40 per week on a rotating shift pattern.  The hourly rate is £8.50 per hour.

This role and contract sits within our Facilities Management sector of G4S where we aim to improve the lives of people across the UK and Ireland by creating productive, safe and smooth working environments. At G4S we are used to working in critical and secure environments. Our expertise in sectors such as schools, prisons, courts and hospitals and other public sector facilities is second to none.

G4S have been established for over 100 years, operate in 95 countries, globally and employ around 585,000 employees globally, which allows for the opportunity for personal development and growth within.


Role Responsibility:

The main responsibility of this role is work with all Facilities Departments within G4S and promote good communication between both G4S and the Trust, patients, their visitors and the general public.  To ensuring all requests and enquiries are dealt with in line with G4S Minimum Standard requirements.

  • 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.
  • A flexible approach to service provision is essential and the contents of this job description may therefore require amendment from time to time in line with working requirements
 
 
 
 
 
 
 
 


The Ideal Candidate:

It is essential that the ideal candidate has

  • Experience of working in a Call Centre or Similar Environment
  • Keeping Calm Under Pressure
  • Sound Knowledge of CAFM Systems
  • Courteous and Friendly manner at all times
  • Good Attention to Detail
  • Good Written and Verbal Communication Skills
  • Good Organisation Skills
  • Accurate Record Keeping
  • Customer Service Experience
  • Strong IT skills
  • Knowledge of Microsoft Office
  • Educated to a High Standard
  • Ability to manage shift patterns, being flexible
  • Problem-Solving – able to handle complex enquiries 

Desirable but not essential is that applicants have

  • Experience of working in an NHS Environment
  • Level 2 Customer Services
  • Level 2 Business Administration
  • Experience in a Facilities Management background

 


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