Customer Service Represenative

Job Introduction

Healthy outcomes start with positive patient experiences.

• 37.5 Hours / 5 over 7 days
• £12.92 per hour
• Uniform / Blue Light Card / Sodexo Perks
• Location is Colchester Hospital

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Please take the time to read the attached job description

Job Introduction

Healthy outcomes start with positive patient experiences.

We are looking for a customer-focused and organised Customer Services Representative to join our Facilities team at Sodexo, Colchester Hospital. Acting as the first point of contact for service users, you will play a vital role in ensuring enquiries, service requests and operational issues are handled efficiently and professionally. Working within a busy Helpdesk environment, you will coordinate requests, maintain accurate records and support the delivery of high-quality facilities, transport and portering services.

This is an excellent opportunity for someone who enjoys working with people, solving problems and delivering outstanding customer service in a fast-paced environment.

Join Sodexo and be part of something greater. You belong in a team where you can act with purpose and thrive in your own way.

• Act as the first point of contact for customer enquiries and service requests via telephone, email and digital systems.
• Log, prioritise and dispatch work requests accurately using Helpdesk and facilities management systems.
• Monitor service requests and follow up to ensure timely completion within agreed service levels.
• Record and maintain accurate customer, patient and service information within relevant databases.
• Provide administrative support including handling correspondence, filing, distributing mail and managing telephone enquiries.
• Support the coordination of portering and transport services, ensuring requests are communicated and actioned effectively.
• Maintain daily dispatch registers and monitor outstanding activities to ensure service continuity.
• Liaise with colleagues, contractors and external partners to facilitate efficient service delivery.
• Handle complaints and enquiries sensitively, professionally and in accordance with established procedures.
• Promote a positive customer experience and build effective working relationships across the organisation.
• Support continuous improvement initiatives and contribute to achieving departmental performance objectives.
• Maintain compliance with health and safety, governance, data quality and organisational policies.
• Provide operational support as a Driver/Porter when required in emergency or exceptional circumstances.

• Experience working within a customer service or customer-focused environment.
• Strong communication and interpersonal skills with the ability to build positive relationships with customers and colleagues.
• Excellent organisational skills and the ability to prioritise workload effectively in a busy environment.
• Confidence using IT systems, databases and Microsoft Office applications.
• A professional, calm and approachable manner, particularly when managing challenging situations.
• Strong attention to detail and a commitment to maintaining accurate records.
• Ability to work collaboratively as part of a team while also using your own initiative.
• A proactive approach to problem-solving and continuous improvement.
• Flexibility to work shifts and provide additional support when required.
• Reliability, responsiveness and a commitment to delivering excellent customer service.

• Experience working within an NHS, healthcare or hospital environment.
• Customer Service qualifications (e.g., NVQ in Customer Service).
• Understanding of facilities, helpdesk or service coordination operations within a healthcare…