Helpdesk Operator

Overview

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. 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.

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.

• Receive and process customer 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 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.
• Pass on instructions to staff, record such action in response to calls requests, so to enable the contract to fulfil its performance targets.
• Update CAFM with service and fault reports received from contractors.
• Work as part of a Team, positively contribute to the performance of the business and build strong relationships with colleagues, staff and contractors.

• 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, Current employee of a LAASP organisation

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.

The Trust policy requires that the cost of submitting & processing the successful applicant/s DBS application be recovered via salary deduction following start in post.

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…