Helpdesk & Switchboard Operative

Mitie Cleaning & Hygiene Services; Dudley; On-site; GBP 14,000 - 21,000; Part time

Benefits offered by this job

Virtual GP

Choices Benefits platform

MiDeals discounts

Cycle-to-work

Life cover

Share Plan

Mitie Stars rewards

Training & development

Job summary

Mitie Cleaning & Hygiene Services is seeking a Helpdesk & Switchboard Operative at Russells Hall Hospital in Dudley. This part-time, zero-hours role involves handling calls, emails, and service requests while recording information accurately and supporting day-to-day operations.

You will be the first point of contact, maintaining a professional, responsive service, coordinating requests, and ensuring timely follow-up and compliance with Mitie policies.

Qualifications

• Previous customer service experience.
• Excellent verbal and written communication skills.
• Professional and approachable manner.
• Strong organisational and time-management skills.
• Good attention to detail and accuracy.
• Confidentiality and handling sensitive information.
• Collaborative attitude and willingness to support others.

Responsibilities

• Answer incoming telephone calls professionally and courteously.
• Manage a busy switchboard and direct calls accurately.
• Respond to helpdesk emails and customer enquiries.
• Log service requests and incidents onto the helpdesk system.
• Monitor outstanding tasks and ensure timely follow-up.
• Escalate urgent issues per procedures.
• Provide accurate information to operational teams.
• Maintain records and databases.
• Monitor performance against SLAs.

Skills

Customer service

Verbal communication

Written communication

Time management

Attention to detail

Calm under pressure

Confidentiality

Tools

Microsoft Office

Job description

Better places, thriving communities.

Helpdesk & Switchboard Operative

Job Title: Helpdesk & Switchboard Operative

Rate of Pay: £12.71 Per Hour

Position Type: Permanent

Type of Employment: Part time

Hours: Zero hours per week

Location: Russells Hall Hospital, Pensnett Road, Dudley, West Midlands, England, DY1 2HQ

We are looking for a Helpdesk & Switchboard Operator to join our team. This is an exciting opportunity to play a key role in supporting our customers, colleagues, and stakeholders by providing a professional, responsive, and efficient helpdesk and switchboard service.

As the first point of contact, you will be responsible for handling telephone calls, emails, and service requests while ensuring information is accurately recorded and actioned. You will help maintain smooth day-to-day operations by coordinating requests, monitoring performance, and delivering outstanding customer service.

In This Role, You Will

• Answer incoming telephone calls professionally and courteously.
• Manage a busy switchboard and direct calls accurately.
• Respond to helpdesk emails and customer enquiries.
• Log service requests and incidents onto the helpdesk system.
• Monitor outstanding tasks and ensure timely follow-up.
• Escalate urgent issues in accordance with agreed procedures.
• Support operational teams by providing accurate information.
• Maintain accurate records and databases.
• Monitor performance against Service Level Agreements (SLAs).
• Communicate effectively with customers, colleagues, and contractors.
• Help ensure compliance with Mitie policies, procedures, and standards.
• Contribute to a positive and supportive team environment.

What are we looking for?

• Previous customer service experience.
• Excellent verbal and written communication skills.
• A professional and approachable manner.
• Strong organisational and time-management skills.
• Good attention to detail and accuracy.
• Confidence using Microsoft Office applications.
• The ability to prioritise workloads effectively.
• A calm and resilient approach when working under pressure.
• Strong literacy and numeracy skills.
• The ability to maintain confidentiality and handle sensitive information appropriately.
• A collaborative attitude and willingness to support others.
• A commitment to delivering excellent service every day.

Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.

• We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
• When you join us, we’ll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
• We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
• Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
• We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
• Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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