Helpdesk Operative

Sodexo; Stoke-on-Trent; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Uniform Provided

Blue Light Card Access

Sodexo Benefits

20 Days Holiday per year (pro rata)

Full training and protective uniform

Job summary

Sodexo is recruiting a Helpdesk Operative at Royal Stoke Hospital. The role involves delivering a seamless patient and visitor experience through a 24/7 style helpdesk and reception support, handling requests, and maintaining accurate records.

You will be IT-literate with strong communication, stay calm under pressure, and work effectively in a busy healthcare environment. Join a team that values purpose, service excellence, and professional growth.

Qualifications

• IT literate with Microsoft Office including Word, Excel and Outlook.
• Strong communication and teamwork abilities.
• Ability to stay calm and organised in a busy environment.

Responsibilities

• Receive, log, and process service requests efficiently.
• Contribute to a 24-hour Helpdesk and Reception service; perform duties as needed.
• Follow health and safety regulations and company policies.
• Support colleagues and Trust staff; assist with duties of other staff.
• Handle customer complaints and escalate when required.
• Maintain call response times and process requests within service standards.
• Input data accurately and allocate tasks.
• Complete work records and report unresolved issues to supervisors.
• Manage difficult situations tactfully.

Skills

Excellent communication

Team player

Calm under pressure

Organised

Confidential handling

Active listening

Self-motivated

Detail oriented

Tools

Microsoft Office

Word

Excel

Outlook

Job description

Job Description

Healthy outcomes start with positive patient experiences.

• 26.25 Hours a Week /4 On 4 Off / 2pm - 10pm
• £13.96 per hour
• Uniform Provided / Access to Blue Light Card / Sodexo Benefits
• 20 Days Holiday per year (pro rata)
• Location is Royal Stoke Hospital

Check your local transport links here: Plan Your Journey | Traveline - the destination you should input is:ST4 6QG

Please take the time to read the attached job description

Job Introduction

Healthy outcomes begin with great patient experiences.

As a Helpdesk Operative at Sodexo, based inRoyal Stoke Hospital, you'll play a key role in delivering a seamless and supportive experience for patients and visitors. You'll be highly organised, an excellent communicator, and thrive in a dynamic healthcare environment.Our hospitals rely on skilled administrative professionals like you to keep things running smoothly behind the scenes. Join Sodexo and be part of something greater. You belong in a team where you can act with purpose and thrive in your way.

What you'll do:

• Receive, log, and process service requests efficiently.
• Contribute to a 24-hour Helpdesk and Reception service, performing operative duties as needed.
• Adhere to company policies and health & safety regulations.
• Support colleagues and Trust staff; assist with duties of other staff when necessary.
• Handle customer complaints; elevate to management when needed.
• Maintain call response times and process requests within service standards.
• Follow instructions and work within Helpdesk procedures.
• Focus on accurate data input and task allocation.
• Complete work records and report unresolved issues to supervisors.
• Manage difficult and emotional situations tactfully.

What you bring:

• IT literate with knowledge of Microsoft Office (Word, Excel, Outlook).
• A strong team spirit and excellent communication skills
• The ability to stay calm, focused, and organised under pressure
• Embody and promote company values.
• Provide excellent customer service and handle complaints professionally.
• Act proactively, adapt quickly to change, and work independently.
• Maintain confidentiality and handle sensitive information appropriately.
• Demonstrate strong listening and communication skills.
• Be adaptable, self-motivated, and detail-oriented.

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

We may close this advert early if we receive a high number of applications - so don't wait!

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.

Click here to read more about what we do to promote an inclusive culture.

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