James Cook University Hospital

Part Time (30 hours)

£18,870 - £19,918 per annum

About the role

We're looking for a Helpdesk Operator to join us at The James Cook University Hospital. This role will assist in the effective running and delivery of a professional and customer focused helpdesk. The post holder will be responsible for the receipt and processing of service requests from Trust's clinical and non-clinical wards and departments.

Your duties will include functioning as a focus and support point for information and communication between the organisation and the customer, receive and manage service centre requests via telephone and email.

Key accountabilities and responsibilities include:

• Taking accurate details of the client requests for the provision of services via telephone and email.
• Recording client request details on Serco CAFM system.
• Managing and dispatching of work requests to the relevant service teams.
• Compile data to assist the Helpdesk Team Leader and Performance Manager in monitoring KPIs and month end information.

What you'll need to do the role

We are looking for highly motivated, professional individuals who have excellent customer care skills and a passion for providing a high-quality service. You will need excellent communication skills, both written and verbal and an ability to communicate through telephone and emails.

This is a very busy and fast paced role, so experience with time-management planning and prioritizing workloads is essential. You will have good knowledge of Microsoft Office and a good understanding of computers and systems.

Why Serco

Meaningful and vital work: Working within Healthcare at Serco means that you'll play a critical role in ensuring that patients continue to receive the support that they need 24/7.

A world of opportunity: It takes a diverse team to support a hospital and we're big on internal progression. So, whether you specialise your skills, progress into team management or move into operations, you'll find all the opportunity you need to evolve your career.

Great people : Hospitals are busy places, and you will find yourself interacting with staff, patients, visitors and of course your supportive team. You will be a significant part of the hospital.

What we offer

• Up to 6% contributory pension scheme.
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships.
• The chance to make a positive difference to the wider public.
• Interesting, varied and enjoyable work.
• A company that recognises your contribution.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.