Job Summary
We are looking to recruit x 2 Helpdesk Operators to work as part of an established team. You will be working as part of 8888 Helpdesk covering Hard & Soft FM services – taking calls, logging jobs, dealing with enquiries, working as part of a team. The base location is Aintree and Royal Liverpool sites, but the service covers all sites. This is a 24‑hour post covering days, nights and weekends – applicants must be willing to work all shift patterns. The postholder will use a CAFM system (computer aided facilities management) and must wear headphones and multi‑task – call handling/entering details. This post is open to employees of the five LAASP organisations; you will need to confirm you are a current employee of one of the following: The Clatterbridge Centre, Liverpool Heart and Chest Hospital, Liverpool University Hospitals, Liverpool Women’s Hospital or the Walton Centre.
Responsibilities
Provide a customer‑focused service, dealing with all client/customer requests and complaints in an efficient and sensitive manner. Receive and process telephone requests to ensure timely and effective completion of work, in accordance with the service level specification.
* Log relevant information on the CAFM database to enable accurate transfer of information to the appropriate department.
* Provide the department with a task number and explain the priority given to callers.
* Record appropriate details on the CAFM, showing a clear timeline of events for each task.
* Review logged calls regularly to monitor completion times and provide feedback to callers.
* Follow logging procedures for the whole unit and serve as the focal point for all calls.
* Pass on instructions to staff and record actions in response to callers requests to enable the contract to meet its performance targets.
* Update CAFM with service and fault reports received from contractors.
Person Specification
Qualifications
* NVQ 3 or equivalent in a relevant area of knowledge.
Experience
* Experience of customer service.
* Experience of call handling.
* Experience of working to Standard Operating Procedures.
Skills
* Ability to update databases and generate system reports.
* Excellent interpersonal skills, with the ability to communicate effectively with all members of the Project Team, the Trust, and external project advisors.
Knowledge
* Thorough understanding of MS Office software packages, including Microsoft Outlook.
* Excellent knowledge and understanding of MS Word and associated packages; must possess fast and accurate typing skills.
* Knowledge of Word, Excel, PowerPoint, database management, Project Office software (e.g., MS Project Standard).
LAASP
* Current employee of an LAASP organisation.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check for any previous criminal convictions.
Certificate of Sponsorship
Applicants who require Skilled Worker sponsorship to work in the UK are welcome; applications will be considered alongside all other applications. For further information, refer to the UK Visas and Immigration website. From 6 April 2017, skilled worker applicants must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years) are also subject to this requirement.
Employer Details
* Employer: Liverpool University Hospitals NHS Foundation Trust
* Address: Aintree, Liverpool, L9 7AL
* Website: https://www.liverpoolft.nhs.uk/
About Us
Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital and Royal Liverpool University Hospital. We are part of the NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the joining of LUHFT and Liverpool Women’s NHS Foundation Trust. UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities. For 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care and highly specialised regional services for over two million people in the North West.
Job Details
* Pay scheme: Agenda for change
* Band: Band 3
* Salary: £24,937 to £26,598 a year per annum
* Contract: Permanent
* Working pattern: Full‑time
* Reference number: 287-CEF-312‑25‑A
* Locations: Aintree, Liverpool, L9 7AL
* Date posted: 19 November 2025
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