Helpdesk / Switchboard Operator

Serco; Swindon; On-site; GBP 7,000 - 18,000; Full time

Job summary

Un poste à temps plein chez Serco pour fournir un service 24h/24 à la centrale téléphonique. Ce rôle inclut la gestion des appels entrants, la réponse aux urgences, et le soutien au personnel. Le candidat idéal doit avoir un diplôme équivalent à GCSE et de bonnes compétences en communication.

Benefits

Pension jusqu'à 6%

25 jours de congés annuels plus jours fériés

Accès à des cours de formation internes

Programme d'aide aux employés 24/7

Réductions dans environ 1000 détaillants

Qualifications

• GCSE standard en Maths et Anglais requis.
• Expérience souhaitable dans un centre d'appels.
• Capable de gérer des priorités concurrentes.

Responsibilities

• Connecter et transférer les appels internes et externes.
• Gérer les systèmes d'urgence et alerter les équipes appropriées.
• Former les nouveaux employés sur les procédures.

Skills

Communication verbale et écrite

Attention aux détails

Capacité à travailler sous pression

Education

GCSE Maths et Anglais

Tools

Système de commutation

Logiciels Microsoft Office

Job description

Select how often (in days) to receive an alert:

Full time – 22.5 hours every other week. Fri, Sat & Sunday 1400-2200 hours

Salary £7,250.70, plus Serco benefits. Overtime opportuity

Main Purpose:

To 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.

Main Accountabilities:

• 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.
• 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.
• 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.

What you will need for the role:

• 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).
• 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.

What we offer :

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25days' annual leave plus bank holidays.
• Training and development: We offer a wide range of learning opportunitieswith 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 travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, 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.

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.

Apply
Please click on the apply button to complete your application.Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leaderemployers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to thenature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.