Helpdesk Operator

To provide a customer focused service, dealing with all client / customer requests, and dealing with complaints in an efficient and sensitive manner Receive and process customer telephone requests to ensure the timely and effective completion of work, in accordance with the service level specification. Ensure that the relevant information is logged on the CAFM database to enable the accurate transfer of information to the appropriate department for action. Provide the department with a task number, and detail to the caller the priority given to their call. Ensure recording of appropriate records on the CAFM, showing a clear timeline of events for each task. Regularly review logged calls on the database, to monitor completion times, and ensure feedback is given to the caller in relation to their request. Follow the logging procedures for the whole unit and be the focal point for all calls. Responsible for passing on instructions to staff, recording such action in response to calls requests etc., so to enable the contract to fulfil its performance targets. Update CAFM with service and fault reports received from contractors, Note : This is a 24 hour post covering days/nights/weekends - applicants must be willing to work over all shift patterns The Helpdesk operator will operate in a busy and challenging environment maintaining high standards of customer care, which is central to the role. This is an active and visible role requiring excellent customer relationship skills. Working as part of a Team, the Helpdesk Operator will be expected to positively contribute to the performance of the business and build strong relationships with colleagues, staff and contractors. Helpdesk To provide a customer focused service, dealing with all client / customer requests, and dealing with complaints in an efficient and sensitive manner Receive and process customer telephone requests to ensure the timely and effective completion of work, in accordance with the service level specification. Ensure that the relevant information is logged on the CAFM database to enable the accurate transfer of information to the appropriate department for action. Provide the department with a task number, and detail to the caller the priority given to their call. Ensure recording of appropriate records on the CAFM, showing a clear timeline of events for each task. Regularly review logged calls on the database, to monitor completion times, and ensure feedback is given to the caller in relation to their request. Follow the logging procedures for the whole unit and be the focal point for all calls. Responsible for passing on instructions to staff, recording such action in response to calls requests etc., so to enable the contract to fulfil its performance targets.

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. Note : This is a 24 hour post covering days/nights/weekends - applicants must be willing to work over all shift patterns Base location is Aintree and Royal Liverpool sites, but the service covers all sites The postholder will be using a CAFM system (computer aided facilities management). There is a requirement to wear headphones and multi-task - call handling/entering details.,

• NVQ 3/equivalent in relevant area of knowledge, Experience of customer service
• Experience of call handling
• Experience of working to Standard Operating Procedures, Ability to update databases
• Ability to generate system reports
• Excellent interpersonal skills, the ability to communicate effectively with all members of the Project Team and the Trust, and externally with project advisors., Thorough understanding of MS Office software packages, including Microsoft Outlook
• Excellent knowledge and understanding of MS Word and associated packages. Must possess fast accurate typing skills
• Knowledge of Word, Excel, Powerpoint, Database Management Project Office software, e.g. MS Project Standard
  
  Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital.
We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women's NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients. UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond. For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West. Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women's Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK's largest single site maternity hospital each year. The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services.

Note: Under current Home Office Immigration Rules we are currently unable to offer right to work visa sponsorship for Band 2 and 3 roles with a salary of less than £25,000 pa as they do not meet the UK Visas & Immigration criteria. Only those applicants who demonstrate clearly how they meet our person specification will be shortlisted for interview. We reserve the right to close any vacancies from further applications when we have received a minimum number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role. Candidates applying for the role of Healthcare Assistant on the staff bank should note that due to the nature of the role, workers must be aged 18 or above when commencing in post. Applicants are therefore welcome from those aged over 18 or within 3 months' of their 18^th birthday. The Trust is committed to promoting a healthy work-life balance and achieve fair, equitable and consistent practice. We welcome flexible working requests and will consider a variety of flexible working arrangements from day one of your employment. Not all roles are suitable for every flexible working opportunity all of the time. Flexible working options may include reduced hours, compressed hours, fixed shifts, time back in lieu and home working. The Trust is committed to promoting equality and diversity; we value the contribution of individual talent, skills, knowledge and experience and aim for a workforce demography representative of the local community. We encourage applicants from the following groups that are currently under-represented in our workforce black, Asian and minority ethnic, lesbian, gay, bisexual and Transgender (LGBTQ+), disabled, male and age 16-24. Trust policy requires that the cost of submitting & processing the successful applicant/s DBS application be recovered via salary deduction following start in post. The amount of £23 (standard disclosure) or £43 (enhanced disclosure) will be deducted from salary, in manageable monthly instalments for up to 3 months following commencement of employment. Bank posts require upfront payment. DBS applications submitted from 2nd December will be subject to the new DBS fee of £26.50 (standard) and £54.50 (Enhanced). From April 2017, Skilled visa applicants and their adult dependant(s) will be required to provide a criminal record certificate from each country they have lived in consecutively for 12 months or more in the past ten years. Applicants requiring sponsorship may wish to determine the likelihood of obtaining sponsorship for this position by assessing themselves against the criteria on the gov.uk website - https://www.gov.uk/check-uk-visa. This organisation has a zero-tolerance approach to the abuse of children, young people and vulnerable adults. All staff must ensure they adhere to the organisations safeguarding children and adults' policy and comply with the Local Safeguarding Children and Adult Board procedures. Staff should be mindful of their responsibility to safeguard children and adults in any activity performed on behalf of the organisation in line with the requirements of statutory guidance and legislation. All employees (and volunteers)are expected maintain their safeguarding knowledge and skills by completing mandatory safeguarding training which includes understanding and recognising the signs of abuse and neglect and taking appropriate action. As an organisation, we have adopted the Merseyside Domestic abuse workplace scheme which supports our staff who are experiencing Domestic Abuse /any forms of sexual violence. If you have any personal requirements that will enable you to participate in our recruitment process please contact a member of the Recruitment Services by phone on at the earliest opportunity to ensure that measures can be put in place to enable your application for this post. Please note: new entrants to the NHS will commence on the first pay point of the relevant band.