Bank, Band 3, Transport Helpdesk Operator - BB-2865

Hpft; Hemel Hempstead; On-site; GBP 21,000 - 25,000; Full time

Job summary

Hertfordshire Partnership University NHS Foundation Trust (HPFT) in Hemel Hempstead is seeking an Administrator at Band 3 to join our Temporary Staffing Transport Services team on a Bank Contract.

You will be the Transport Helpdesk Operator responsible for receiving, booking and coordinating patient transport journeys, liaising with drivers and clinical colleagues to ensure timely, cost-effective service delivery.

Qualifications

• Experience with helpdesk operations and logging/tracking service requests.
• Proficiency with IT systems including Microsoft Office.
• Experience in a customer service role with high-volume enquiries.

Responsibilities

• Log journey requests into databases and triage according to urgency and SLAs.
• Book journeys with appropriate transport providers when in-house service is unavailable.
• Provide day-to-day telephone/enquiry support for Transport Services management.

Skills

Helpdesk operations

Microsoft Office

Customer service

Telephone enquiries

Education

GCSEs English and Maths (A-C/4+)

Customer service training or certification

Tools

Ticketing systems

Job description

Bank, Band 3, Transport Helpdesk Operator - BB-2865

Band 3

Main area Administration Grade Band 3 Contract Bank - VISA Sponsorship not supported on the Bank Hours

• Full time
• Flexible working

Mon-Fri 08:00-16:30 Job ref 367-Bank-Admin-Band3-9

Site Transport Department, Martinlea, Ashley Close, Hemel Hempstead, HP3 8BL Town Hemel Hempstead Salary £24,937 per annum pro rata Salary period Yearly Closing 20/10/2026 23:59

Values Based Screener

At Hertfordshire Partnership Foundation Trust we are looking for people to join us who share our values and those of the NHS. Before your application can be considered please take part on our online values questionnaire, which you can find below. When you have finished you will be sent a 'completion code' by email, which will be valid for 6 months and required to submit your application form.

We are currently seeking an experienced Administrator, at Band 3 to work within our Transport Services via a Bank Contract, based in Hemel. You will be joining our Temporary Staffing Team within HPFT - Hertfordshire Partnership University NHS Foundation Trust.

The role will be a Transport Helpdesk Operator - to receive, allocate and book patient transport journeys. You will liaise with our Drivers and clinical colleagues to ensure an efficient and cost-effective service is delivered for our service users.

HPFT provides services for service users with mental health, learning disability and children’s and adolescent mental health problems. Applicants should have some experience of working in a healthcare setting.

Main duties of the job

This role requires a strong focus on customer service and attention to detail, as the Helpdesk Operative will act as the first point of contact for stakeholders to the Transport Services Team. The postholder will be expected to accurately log journey requests into the department databases, triage and prioritise issues according to urgency and service level agreements. Clear and courteous communication is essential, as is the ability to remain calm and efficient in a fast-paced environment.

Working for our organisation

Hertfordshire Partnership University NHS Foundation Trust (HPFT) is rated by the Care Quality Commission as an Outstanding provider of mental health and learning disability services. Feedback from our staff about working for the Trust is very positive and, in the NHS national staff survey, we regularly see a high percentage of staff saying their role makes a difference to our service users and that they would recommend the Trust as a place to work. Our people tell us they feel supported though a great development, wellbeing and work-life balance offer and a highly compassionate, values-driven culture. We are equally proud of our staff, who live our values of being welcoming, kind, positive, respectful and professional so that together we provide great care and great outcomes for our service users and carers.

Detailed job description and main responsibilities

• To assist with clerical duties e.g. the filing system within the Transport Services.
• To assist with Transport Administration duties (e.g. Journey Input data, Job quality verification, etc).
• To take responsibility for ensuring a cost-effective service, only booking journeys through external taxi companies when the in-house service is unable to complete the journey.
• To provide day to day telephone call/enquiry support, for the Transport Services managerial Staff.
• To operate and best manage the vehicle location system. To operate and deliver appropriate GPS information and translating that data to ensure effective transport service provision.
• To issue instruction via ‘palm top technology’ to drivers and other ‘contracted’ transport services.
• To carry our any clerical duties that is appropriate to helpdesk function.
• To have working knowledge of appropriate office equipment.
• To operate and deliver all aspects of the Transport Helpdesk.
• To operate and input all booking requests and allocate the most appropriate to user requirements.
• To undertake any other duties within the broad framework of this job description as may be delegated by Transport Management.
• Please see JD attached for further information and responsibilities required

Person specification

QUALIFICATIONS/EDUCATION/TRAINING

• GCSEs (or equivalent) in English and Mathematics at grade C/4 or above
• Customer service training or certification (e.g. Institute of Customer Service)

PREVIOUS EXPERIENCE

• Familiarity with helpdesk operations, including logging and tracking service requests using digital systems
• Experience of using IT systems, including Microsoft Office
• Experience in a customer service role
• Experience handling high volumes of telephone and email enquiries in a professional and courteous manner

"Applications from job seekers who require sponsorship to work in the United Kingdom (UK) are welcome and will be considered alongside all other applications. Please note that from January 2021, to work in the UK all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship unless you have permission to work via another route. Non UK / RoI candidates wishing to apply can self-assess the likelihood of obtaining a Certificate of Sponsorship here Work in the UK .

It is vital that you provide full and accurate details of your current immigration status on the application form. Overseas applicants applying for entry clearance into the UK must present a criminal record certificate from each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years. Guidance can be found here Criminal records checks for overseas applicants .

Not everyone needs a ‘Skilled Worker’ visa. If you are applying for a vacancy in health or adult social care, check if you’re eligible to apply for the Health and Care Worker visa instead. It’s cheaper to apply for and you do not need to pay the annual immigration health surcharge

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.