Helpdesk/ Switchboard Operator

Serco Group Plc; England; On-site; GBP 18,000 - 22,000; Part time

Job summary

A public service provider in the United Kingdom is seeking Helpdesk/Switchboard Operators to join their team at Great Western Hospital. The role involves providing an effective 24-hour switchboard and helpdesk service, managing calls, and supporting emergency procedures. Candidates should possess GCSE-level English and Maths, have excellent communication skills, and be able to handle pressure. The position includes flexible shift work, training opportunities, and various employee benefits including a pension scheme and discount programs.

Benefits

25 days annual leave

Employee Assistance Programme

Training and development opportunities

Discounts across multiple retailers

Paid volunteering day each year

Qualifications

• Must have GCSE Maths and English to a minimum standard.
• Desirable experience with a switchboard or call centre.
• Flexibility to work rotary shifts as required.

Responsibilities

• Connect and transfer internal and external calls effectively.
• Operate the emergency phone system for incident management.
• Maintain the workstation and assist in training new staff.

Skills

Good verbal and written communication skills

Customer focussed

Attention to detail

Ability to function in a pressurised environment

Ability to work effectively as part of a team

Education

GCSE standard or equivalent

Tools

Microsoft Office

Job description

Serco are recruiting for Helpdesk/ Switchboard Operators to support our team-based art Great Western Hospital. This role will provide a timely and effective 24 hr switchboard/Helpdesk & emergency service to the client ensuring that the service meets and exceeds the requirements of the service level specification.

• Connect and transfer internal and external calls in accordance with the criteria in the service specification.
• To operate the Bleep system and emergency phone system to ensure that all emergency teams and Major Incidents are actioned according to current Trust and operational policies and procedures.
• To be responsible for your Workstation and the general housekeeping of your working environment.
• To train new staff in all the above as and when required
• Cover Helpdesk duties as follows
• Receive and process face to face requests to ensure the timely and effective completion of work in accordance with the service level specification.
• Ensure that the relevant information is logged into the CARPS database to enable the accurate transfer of information to the appropriate department. Provide the department with a task number.
• Follow Helpdesk procedures and ensure they are regularly maintained for any new procedures or amendments to existing procedures.
• Responsible for the production, issue and receipt of Keri Security access badges within a 24-hour timeframe.
• To process all car parking intercom queries and log any faults with the barriers/machines.
• Ensure all know locum doctors are given the relevant information required to them as requested by the Trust before they start their duties.
• Ensuring Contractors/visitors sign in correctly with relevant paperwork.
• Follow the Trust's procedures for replacing faulty and lost bleeps both in and out of hours.
• Ensure complete understanding of the Major Incident Plan to be able to respond in line with current processes and procedures.
• Manage the emergency systems and alarms (Fire and BMS) to ensure that in the event of an alarm the appropriate teams are notified to take corrective action
• Maintain the On-call listing for doctors and key staff as notified by the Trust
• Ensure that the information gained through the performance of the role is treated in strictest confidence in line with current company, Trust and legal requirements.
• Assist in the development, implementation and maintenance of admin systems issued by Trust I.T that positively contribute to the effective and efficient management of information and records.
• GCSE standard or equivalent standard of general education, Maths and English to GCSE level
• Desirable use of a switchboard system or call centre
• Good verbal and written communication skills
• Computer literate (Microsoft office)
• Customer focussed
• High degree of attention to detail
• Ability to function in a pressurised environment
• Able to manage competing priorities
• Ability to work effectively as part of a team
• A motivated self-starter with commitment and enthusiasm
• Flexible, reliable and able to work rotary shifts as required to meet the business needs.
• Must live within an acceptable travelling time of the Hospital.
• About Serco
• At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
• 11.25 hours per week working Friday, Saturday, and Sunday- 2pm-10pm every other week
• 9 hours per week working Friday, Saturday, and Sunday-4pm- 10pm every other week
• 12 hours per week working Wednesday and Thursday - 4pm- 10pm each week
• 15 hours per week working Wednesday and Thursday-2pm- 10pm each week, Pension: Up to 6% contributory pension scheme
• Holidays: 25 days annual leave
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and trave
• Employee networks: Dedicated networks where colleagues can come together to share challenges, discuss ideas, network and be part of a community
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax‑free, through our Payroll Giving Scheme