Helpdesk Operative

**HELPDESK OPERATIVE**

**Salary: **£11.50 per hour basic rate with a £3.50 enhancement for any hours worked between 6pm - 6am and at weekends.

**Working Hours: **Various part-time and full-time hours available for both weekends and weekdays.

At G4S Facilities Managementwe are passionate about the services we deliver and our facilities management professionals are at the heart of everything that we do.

Do you live within the Oxford area? Would you like a job that makes a difference? Are you reliable?

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 are looking to recruit Cleanersto join our team and provide a high-quality cleaning service within the hospital

You will 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 ensure all requests and enquiries are dealt with in line with G4S Minimum Standardrequirements.

**Key Responsibilities**
- 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

**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

**Essential Skills**
- 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 Skills**
- Experience of working in an NHS Environment
- Level 2 Customer Services
- Level 2 Business Administration
- Experience in a Facilities Management background

**Benefits**:

- Company pension scheme with employer contributions
- G4S Life Assurance Scheme
- 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