Job Description
Our well established client is currently looking for a Helpdesk Operative to join them, initially until April
16.00 - 19.00, Monday - Friday
Key Responsibilities/Accountabilities
- 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 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 Hard FM Team comply with contractual response times
- Coordinating the daily work flow between all Services Team (Housekeeping, Hard FM, Porters).
- Proactively manage all Service Requests and Tasks, obtaining accurate information from all 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 requirement
Skills / Qualifications:
Experience of working in a Call Centre or Similar Environment
Sound Knowledge of CAFM Systems
Accurate Record Keeping
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
Experience of working in an NHS Environment
Level 2 Customer Services
Level 2 Business Administration
Experience in a Facilities Management background,
Key Competencies
- Keeping Calm Under Pressure
- Courteous and Friendly manner at all times
- Excellent Written and Verbal Communication Skills
- Good Attention to Detail and Organisational Skills
- Customer Service Experience
