Helpdesk Operative

Sodexo; Colchester; On-site; GBP 15,000 - 21,000; Full time

Benefits offered by this job

Mental health resources

Employee Assistance Programme

Free health app

Discounts on brands

Retirement plan

Full training

Cycle to Work

Flexible working

Competitive pay

Job summary

Sodexo is hiring a Helpdesk Operative to serve Colchester and Ipswich Hospitals and surrounding sites. You will handle calls and emails, log requests, and coordinate services such as transport, security, and facilities, ensuring timely responses.

Join a supportive team in a busy healthcare environment with opportunities for development and flexible shift patterns. A customer-focused attitude and IT proficiency are essential.

Qualifications

• Experience in a customer-focused environment.
• GCSEs in English and Maths or equivalent.
• Strong communication and professional telephone manner.
• Calm, rational and helpful under pressure.
• Proficient IT skills and accurate record keeping.
• Flexible to work shifts and additional hours.

Responsibilities

• Respond to calls and emails promptly and courteously.
• Log and monitor service requests in relevant systems.
• Coordinate portering, transport, security and other services.
• Open work orders and prioritise urgent requests.
• Maintain up-to-date records and pass on instructions.
• Handle complaints professionally and maintain confidentiality.
• Provide general admin support and build strong relationships.

Skills

Customer service

Education

GCSEs including English and Maths

NVQ in Customer Service (advantageous)

Tools

EPIC

FM First

Health Roster

Job description

Job Description

Healthy outcomes start with positive patient experiences.

• 37.5 Hours / 5 over 7 days
• £12.92 per hour
• Location isColchester Hospital

Check your local transport links here: Plan Your Journey | Traveline - the destination you should input is:CO4 5JL

Please take the time to read the attached job description

Job Introduction

Healthy outcomes begin with great patient experiences.

As aHelpdesk Operative, you'll be the first point of contact for enquiries and service requests acrossColchester and Ipswich Hospitalsand the surrounding community sites. Working in a busy healthcare environment, you'll provide a professional, customer-focused service by responding to calls and emails, accurately recording requests and ensuring they are directed to the appropriate facilities teams.

What you'll do:

• Respond to incoming calls and emails in a professional, courteous and timely manner.
• Log and monitor service requests using systems including EPIC, FM First and Health Roster.
• Coordinate requests relating to portering, transport, security, housekeeping, catering, estates, grounds, linen and laundry services.
• Open work orders, allocate task numbers and prioritise urgent requests appropriately.
• Monitor outstanding tasks and update systems to maintain accurate, up-to-date records.
• Provide clear information and pass instructions to facilities colleagues within agreed timescales.
• Handle complaints and sensitive enquiries efficiently and professionally.
• Record staff absences and return-to-work information accurately.
• Provide general administrative support, including maintaining files, spreadsheets and databases.
• Build positive working relationships with hospital teams, facilities colleagues and service users.
• Support continuous improvements to the Helpdesk service and follow all relevant procedures.
• Maintain confidentiality and contribute to a safe, respectful and inclusive working environment.

What you bring:

• Previous experience in a customer-focused or customer service environment.
• GCSEs or equivalent qualifications, including English and Maths.
• Strong communication skills and a confident, professional telephone manner.
• The ability to remain calm, rational and helpful in a busy environment.
• Good organisational skills, with the ability to prioritise tasks and meet deadlines.
• Confidence using IT systems and maintaining accurate records.
• A proactive approach and the ability to use your initiative when resolving problems.
• A friendly, reliable and responsive attitude.
• The ability to work collaboratively and build positive relationships with colleagues and clients.
• Flexibility to work shifts and additional hours when required.
• An NVQ in Customer Service or previous experience within an NHS, healthcare or hospital environment would be advantageous but is not essential.

What we offer:

Working at Sodexo isn't just a job - it's a chance to make a difference every day. You'll be part of a supportive team, act with purpose, and thrive in a role where your work matters. We also offer a range of benefits to support you and your loved ones:

• Mental health and wellbeing resources
• Employee Assistance Programme (including financial/legal advice & personal support)
• Free health & wellbeing app with 24/7 virtual GP access
• Discounts on high street brands for you and your family
• Salary finance tools and financial wellbeing resources
• Retirement savings plan and life insurance
• Full training and protective uniform provided.
• Opportunities to gain experience through learning and development.
• Cycle to Work scheme & volunteering opportunities.
• Flexible working and a dynamic team environment
• Competitive pay

About Sodexo

At Sodexo, our purpose is to create a better every day for everyone to build a better life for all.As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services.

We are committed to being an inclusive employer. We are a forces friendly employer.We welcome and encourage applications from people with a diverse variety of experiences, backgrounds, and identities.We encourage our employees to get involved with our Employee Networks such as Pride, Sodexo Parents & Carers, Sodexo Disability, Ability network, So Together, Generations and Origins.

We're a Disability Confident Leader employer.We're committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.

Sodexo Disability, Ability network, So Together, Generations and Origins.