Estates & Facilities Helpdesk Operative

Main area Estates and Facilities Helpdesk Grade Non-AFC Grade B Contract Permanent Hours Part time - 37.5 hours per week (Monday to Sunday) Job  
-FM-SC

Site St Helier Hospital Town Carshalton Salary £15.66 Including HCAS Outer Pro Rata (not Agenda for change) Salary period Hourly Closing 29/09/2026 23:59

At Epsom and St Helier Hospitals, above all we value respect. We put respect at the heart of all we do, by living up to our shared behaviours of kindness, professionalism, positivity and teamwork. This enables us to provide great patient care and make ESTH a great place to work. When you sign up to work with us, you sign up to this and we welcome applicants who share our values.

As an Estates and Facilities Helpdesk Operative, you will provide a central point of contact for estates and facilities services, accurately logging, prioritising and coordinating requests in line with Trust procedures. The role plays a key part in supporting a safe, compliant and efficient healthcare environment, directly contributing to high-quality patient care and staff experience.

**** Please note this opportunity is NOT Agenda For Change and terms & conditions vary from Agenda for Change***

The Helpdesk Operative will act as a key point of contact for Estates and Facilities services across the Trust, responding to calls, emails and system requests in a professional and timely manner. The role involves accurately logging, prioritising and allocating work to the appropriate teams, including Estates, Portering, Cleaning and Catering, while monitoring progress against agreed SLAs and escalating delays where required.

You will also support the coordination of reactive and planned maintenance requests, provide updates to wards and departments, monitor emergency communications, and work closely with supervisors and operational teams to ensure services run safely and efficiently across the Trust.

Epsom and St Helier University Hospitals NHS Trust provides a range of medical services to approximately 490,000 people living across southwest London and northeast Surrey. In addition, we provide more specialist services, in particular renal and neonatal intensive care, to a wider area, covering parts of Sussex and Hampshire.

We serve an area that is rich in diversity, with a mix of urban and rural areas, and differing levels of quality of life. We cover some of the most prosperous postcodes in the country, as well as some poorer areas. Together with our colleagues at NHS Surrey and NHS Sutton and Merton, we work to make sure that we deliver the best possible care to the communities we serve.

The Trust employs approximately 5,000 staff across its hospitals and is supported by over 500 volunteers.

Please see the attached supporting job description and person specification document which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification.

*** Please note this opportunity is NOT Agenda For Change and terms & conditions vary from Agenda for Change***

• Previous experience working in a telephonist, call-handling or dispatch role.
• IT literate, with proficiency in the full Microsoft Office suite, including Word, Excel, Outlook and PowerPoint.
• Experience of MICAD
• Experience of Capman
• Experience of Liberty Converse
• Experience of Carps
• European Computer Driving Licence (ECDL) or equivalent recognised IT qualification
• Experience of working with the public in a healthcare setting preferably within Estate and Facilities

• Educated to GCSE level or equivalent
• Qualification in Customer Services or related Subject

• Proficient in written and spoken English, with the ability to communicate clearly and professionally in a healthcare environment
• Excellent communication and interpersonal skills, the ability to speak in a clear and articulate manner particularly on the telephone
• Focused Customer Service skills
• A working knowledge of Microsoft office suite (Word, Excel, World, Teams, PowerPoint, Outlook)
• The ability to problem solve effectively
• Have an understanding of Health and Safety legislation
• The ability to work without supervision
• The ability to manage, identify and prioritise tasks
• Ability to work and maintain good working relationships within a multidisciplinary team
• Ability to record information accurately
• Working knowledge of…