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Job summary

Main area
Estates & Facilities
Grade
Band 3
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
287-CEF-40-26-A
Employer
Liverpool University Hospitals NHS Foundation Trust
Employer type
NHS
Site
Aintree
Town
Liverpool
Salary
£25,760 - £27,476 per annum
Salary period
Yearly
Closing
05/05/2026 23:59

Employer heading

Liverpool University Hospitals NHS Foundation Trust logo

Helpdesk Operator

Band 3

Job overview

Previous applicants need not apply

We are looking to recruit  Helpdesk Operators to work as part of an established team.

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.

 

Main duties of the job

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

Working for our organisation

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.

For roles at Liverpool Women’s, visit their careers page.

Detailed job description and main responsibilities

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.

 

Person specification

Qualifications

Essential criteria
  • NVQ 3/equivalent in relevant area of knowledge

Experience

Essential criteria
  • Experience of customer service
  • Experience of call handling
  • Experience of working to Standard Operating Procedures

Skills

Essential criteria
  • 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.

Knowledge

Essential criteria
  • 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

Employer certification / accreditation badges

Fair Employment Charter Status - Aspiring LevelNHS Pastoral Care Quality AwardTrust IDVeteran AwareApprenticeships logoNo smoking policyPositive about disabled peopleInvestors in PeopleArmed Forces Covenant Gold AwardMindful employer.  Being positive about mental health.Carer confident logo, the employers for carers confident schemeDisability confident committedStep into health

Application numbers

This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.

Documents to download

Apply online now

Further details / informal visits contact

Name
Kate Fairclough
Job title
Senior FM Co-ordinator
Email address
[email protected]
Telephone number
0151 529 2621
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