Helpdesk & Switchboard Operative

Mitie Group plc.; Gill's Fold; On-site; GBP 15,000 - 21,000; Part time

Job summary

Mitie Group plc. is seeking a Helpdesk & Switchboard Operative at Russells Hall Hospital in Dudley. The role is permanent, part-time with zero hours per week, delivering professional and efficient helpdesk and switchboard support.

The successful candidate will handle calls, emails, and service requests, log incidents, monitor SLAs, and maintain accurate records while upholding Mitie policies. A customer-focused, confidential, and collaborative approach is essential.

Qualifications

• Experience in customer service.
• Strong written and verbal communication skills.
• Professional and approachable demeanor.
• Good organisation and time management.
• Ability to handle confidential information appropriately.

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 according to procedures.
• Provide accurate information to operational teams.
• Maintain records and databases.
• Monitor performance against SLAs.
• Communicate effectively with customers, colleagues and contractors.
• Contribute to a positive team environment.

Skills

Customer service

Communication

Time management

Attention to detail

Confidentiality

Teamwork

MS Office

Tools

Microsoft Office

Job description

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?

We're interested in people who can demonstrate:

• 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.