About this role
Job summary
As an Estates and Facilities Helpdesk Operative, you will provide a central point of contact for estates and facilities services, accurately logging, prioritising and coordinating requests in line with Trust procedures. The role plays a key part in supporting a safe, compliant and efficient healthcare environment, directly contributing to high-quality patient care and staff experience.
**** Please note this opportunity is NOT Agenda For Change and terms & conditions vary from Agenda for Change***
Main duties of the job
The Helpdesk Operative will act as a key point of contact for Estates and Facilities services across the Trust, responding to calls, emails and system requests in a professional and timely manner. The role involves accurately logging, prioritising and allocating work to the appropriate teams, including Estates, Portering, Cleaning and Catering, while monitoring progress against agreed SLAs and escalating delays where required.
You will also support the coordination of reactive and planned maintenance requests, provide updates to wards and departments, monitor emergency communications, and work closely with supervisors and operational teams to ensure services run safely and efficiently across the Trust.
About us
Epsom and St Helier University Hospitals NHS Trust provides a range of medical services to approximately 490,000 people living across southwest London and northeast Surrey. In addition, we provide more specialist services, in particular renal and neonatal intensive care, to a wider area, covering parts of Sussex and Hampshire.
We serve an area that is rich in diversity, with a mix of urban and rural areas, and differing levels of quality of life. We cover some of the most prosperous postcodes in the country, as well as some poorer areas. Together with our colleagues at NHS Surrey and NHS Sutton and Merton, we work to make sure that we deliver the best possible care to the communities we serve.
The Trust employs approximately 5,000 staff across its hospitals and issupported by over 500 volunteers.
Job description Job responsibilities
Please see the attached supporting job description and person specification document which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification.
***Please note this opportunity is NOT Agenda For Change and terms & conditions vary from Agenda for Change***
Person Specification
Experience Essential
. Previous experience working in a telephonist, call-handling or dispatch role. . IT literate, with proficiency in the full Microsoft Office suite, including Word, Excel, Outlook and PowerPoint.
Desirable
Experience of MICAD Experience of Capman Experience of Liberty Converse Experience of Carps . European Computer Driving Licence (ECDL) or equivalent recognised IT qualification . Experience of working with the public in a healthcare setting preferably within Estate and Facilities
Qualifications Essential
Educated to GCSE level or equivalent
Desirable
Qualification in Customer Services or related Subject
Skills and Knowledge Essential
Proficient in written and spoken English, with the ability to communicate clearly and professionally in a healthcare environment Excellent communication and interpersonal skills, the ability to speak in a clear and articulate manner particularly on the telephone Focused Customer Service skills A working knowledge of Microsoft office suite (Word, Excel, World, Teams, PowerPoint, Outlook) Good Keyboard skills The ability to problem solve effectively Have an understanding of Health and Safety legislation The ability to work without supervision The ability to manage, identify and prioritise tasks Ability to work and maintain good working relationships within a multidisciplinary team Ability to record information accurately
Desirable
Working knowledge of relevant cleaning, catering and portering standards, procedures and operational guidance within an Estates and Facilities environment. Ability to assess operational and technical issues, identify appropriate and practical solutions, and escalate complex, urgent or high-risk matters to the relevant Estates and Facilities teams in line with established procedures.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Epsom and St Helier University Hospitals NHS Trust
Address St Helier Hospital
Wrythe Lane
Carshalton
SM5 1AA
United Kingdom
Employer's website https://www.epsom-sthelier.nhs.uk/work-for-us (Opens in a new tab)