Overview
Helpdesk Operator providing customer focused service, handling client/customer requests and complaints in an efficient and sensitive manner. Receive and process customer telephone requests to ensure timely and effective completion of work, in accordance with service level specifications. Update and log information on the CAFM database to enable accurate transfer of information to the appropriate department, supply the department with a task number, and communicate the priority to the caller. Maintain a clear timeline of events for each task and regularly review logged calls to monitor completion times and provide feedback to callers. Follow the logging procedures for the unit and act as the focal point for all calls. Pass on instructions to staff and record actions to enable the contract to fulfil performance targets.
You will be working as part of the 8888 Helpdesk covering Hard & Soft FM services – taking calls, logging jobs, dealing with enquiries, and contributing as part of a team. This is a 24 hour post covering days/nights/weekends; applicants must be willing to work across all shift patterns. Base location is Aintree and Royal Liverpool sites; the service covers all sites. The postholder will use a CAFM system (computer aided facilities management) and will wear headphones and multi‑task (call handling and entering details).
Responsibilities
* Receive and process customer telephone requests to ensure timely and effective completion of work, in accordance with service level specifications.
* Log relevant information on the CAFM database and transfer details to the appropriate department; provide the department with a task number and communicate call priorities.
* Maintain records on CAFM showing a clear timeline of events for each task; regularly review logged calls to monitor completion times and provide feedback to the caller.
* Follow logging procedures for the unit and act as the focal point for all calls; pass on instructions to staff and record actions to fulfil performance targets.
* Work as part of the 8888 Helpdesk covering Hard & Soft FM services; take calls, log jobs, handle enquiries, and contribute to team performance.
* Be prepared to work across all shift patterns (days, nights, weekends) and operate from base locations at Aintree and Royal Liverpool hospitals.
Qualifications
* NVQ 3 or equivalent in a relevant area; experience of customer service and call handling.
* Experience of working to Standard Operating Procedures; ability to update databases and generate system reports.
* Excellent interpersonal skills with the ability to communicate effectively with all project team members, the Trust, and external partners.
* Proficiency in MS Office (including Outlook) and fast, accurate typing; knowledge of Word, Excel, PowerPoint, and related project management software (e.g., MS Project).
* Knowledge of Word, Excel, PowerPoint, and database management; ability to manage multiple tasks and maintain accuracy.
Other Information
* Note: This role has certain employment policies (visa sponsorship, DBS checks, safeguarding training, flexible working) consistent with NHS Trust requirements. Refer to the organisation’s safeguarding policies and equal opportunity statements as applicable.
* Government and NHS context: Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital, and Royal Liverpool University Hospital; the Group is part of NHS University Hospitals of Liverpool. The organisation is committed to equality, diversity, and flexible working arrangements where feasible.
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