Integrated Help Desk Operative​/Receptionist - Facilities Help Desk

NHS Greater Glasgow and Clyde (NHSGGC) is one of the largest healthcare systems in the United Kingdom, employing approximately 40,000 staff across clinical and non‑clinical roles. We deliver acute hospital, primary, community and mental health services to over 1.15 million people and a wider population of 2.2 million when regional and national services are included.

The post holder will be part of NHSGGC’s Facilities team, working within the Queen Elizabeth University Hospital Helpdesk and administration service. Key duties include a range of admin and clerical tasks, supporting the facilities management team, and covering reception duties in Adult and RHC as required. You will need excellent communication, organisational and interpersonal skills, the ability to work under pressure and re‑prioritise tasks, a positive can‑do attitude, and a strong work ethic.

• Receive and process telephone requests for emergency estates jobs and service requests for soft FM services (linen, pest control, portering, confidential waste pick‑up, etc.) and ensure they are passed to the Manager/Supervisor.
• Report and progress general requests and enquiries and transcribe information from telephone voicemail calls.
• Ensure all internal and external telephone requests are handled efficiently, effectively and professionally.
• Operate and monitor the FM First software system, provide customer feedback on defect progress, and trace jobs with mislaid or lost job numbers.
• Use the Health Board’s email, voicemail and paging systems proficiently.
• Handle requests, compliments and complaints from managers, staff, visitors, patients, contractors and customers via the front desk.
• Issue s for QEUH/RHC and other units—update the electronic  form, diarise appointments, check information, input data, take photographs, print badges, log and file information and ensure correct access levels.
• Enter all job requests and complaints in the call‑logging system, assign job numbers and allocate jobs to the relevant department, prioritising requests, and follow up to ensure closure.
• Monitor critical and medical gas panel alarms through the Building Management System and initiate the appropriate standard operating procedure.

• Location:
  
  Queen Elizabeth University Hospital
• Part‑time position: 19.20 hours per week
• Permanent contract
• Shift rota:
  Week 1 – Monday‑Friday 9 am to 1 pm;
  Week 2 – Monday‑Friday 1 pm to 5 pm

• Health & Safety at Work training
• Customer Care programme completion
• Excellent written and verbal communication skills
• Strong knowledge of the hospital site and all support services
• Proficient with Microsoft Word and Excel and electronic information systems

• Minimum of 27 days annual leave (increasing with length of service) plus public holidays
• Membership of the NHS Pension Scheme and life insurance benefits
• Salary Sacrifice Car Benefit Scheme
• Development opportunities – study bursaries, e‑learning, classroom courses
• Enhanced pay for working public holidays
• NHS discounts on a wide range of goods and services
• Confidential employee support and assistance, including counselling and psychological therapies
• Comprehensive Employee Assistance Programme, Cycle to Work Scheme, bursary scheme and learning & development opportunities

Peter Toland – 0141 354 9614 / peter.toland2t

NHS Greater Glasgow & Clyde encourages applications from all sections of the community and is committed to promoting equality, diversity and inclusion. We welcome applications from the Armed Forces community and recognise military skills and qualifications throughout the recruitment process. The NHS is a Forces Friendly Employer and welcomes applications from those who have signed the Armed Forces Covenant.

NHSGGC recognises the importance of work‑life balance and offers a range of flexible working options where service needs allow. For roles with less than full‑time hours, flexible working will be discussed during the recruitment process.