Estates & Facilities Helpdesk Operative

Epsom and St Helier University Hospitals; Carshalton; On-site; GBP 1,791,000 - 2,480,000; Part time

Job summary

The Estates and Facilities Helpdesk Operative at Epsom and St Helier University Hospitals provides a central point of contact, logging, prioritising and coordinating requests to support safe, compliant hospital services and a positive staff experience.

Contract is part-time (37.5 hours per week) with a hourly rate of £15.66 incl HCAS (not Agenda for Change). The role requires experience in telephonist or dispatch work, IT skills in MS Office, and knowledge of Estates operations and facilities.

Qualifications

• Previous experience in telephonist, call-handling or dispatch role.
• Proficient in full Microsoft Office (Word, Excel, Outlook and PowerPoint).
• Experience of MICAD, Capman, Liberty Converse and Carps.
• GCSE level or equivalent; Customer Services qualification or related subject.
• Excellent English communication in a healthcare environment.

Responsibilities

• Provide central point of contact for Estates and Facilities services, log and prioritise requests.
• Allocate work to Estates, Portering, Cleaning and Catering teams and monitor SLAs.
• Coordinate reactive and planned maintenance requests and provide updates to wards.

Skills

Clear communication

Customer service

Problem solving

Independent working

Task prioritisation

Teamwork

Accurate record-keeping

Health and safety knowledge

English proficiency

Education

GCSE level or equivalent

Customer Services qualification or related subject

Tools

MICAD

Capman

Liberty Converse

Carps

Job description

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 ref 343-8162384-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.

Job overview

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***

Main duties of the job

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.

Working for our organisation

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 issupported by over 500 volunteers.

Detailed job description and main responsibilities

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***

Person specification

Experience

• 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

Qualifications

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

Skills and Knowledge

• 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 relevant cleaning, catering and portering standards, procedures and operational guidance within an Estates and Facilities environment.
• Ability to assess operational and technical issues, identify appropriate and practical solutions, and elevate complex, urgent or high-risk matters to the relevant Estates and Facilities teams in line with established procedures.

Safeguarding and DBS Checks

We are committed to safeguarding children and vulnerable adults. For roles with direct access to these groups, an Enhanced Disclosure and Barring Service (DBS) check will be required. All staff are expected to understand and uphold their safeguarding responsibilities as part of their role.

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Application numbers

This vacancy may have an application cap, so please apply promptly to avoid disappointment. Ensure your supporting statement clearly shows how you meet the job specifications.