Helpdesk Operative Oxford, England
Job description
Role Responsibility:
HELPDESK OPERATIVE
Churchill Hospital, Old Rd, Headington, Oxford OX3 7LE
8hrs (Sundays), Part-Time, Permanent
£11.50 to £15 per hour
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. 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.
We have an opportunity for a Helpdesk Operative to join our team based at Churchill Hospital. This is a full time position working 8 hours per week, primarily on a Sunday covering between 10:00 am and 18:00 pm. 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.
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:
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:
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.
