Switchboard and Helpdesk Operative

Mitie Group plc.; Gill's Fold; On-site; GBP 17,000 - 21,000; Part time

Benefits offered by this job

Flexible shifts

Weekend shifts

Bank Holiday availability

Job summary

Mitie Group plc. is seeking a Switchboard and Helpdesk Operative on a part-time, zero-hours contract at Russells Hall Hospital in Dudley (DY1 2HQ). The role involves answering calls and emails, directing queries, and logging information with accuracy while upholding Mitie standards.

Shifts run 07:00–15:00, 09:00–17:00, and 15:00–22:00, with flexible patterns and weekend/Bank Holiday availability. The hourly rate is £12.71, and the position is permanent in a flexible hours arrangement.

Qualifications

• Demonstrated customer service experience.
• Excellent verbal and written communication skills.
• Ability to manage phone calls and emails efficiently with attention to detail.
• Proficient in Microsoft Office and literate with numeracy.
• Excellent planning, organisation, and time management capabilities.
• Professional, positive attitude under pressure.

Responsibilities

• Answer incoming calls and emails promptly, addressing customer needs with professionalism.
• Operate the switchboard and route calls to appropriate teams or individuals.
• Accurately input and output data into systems and monitor SLA performance.
• Deliver professional service following Mitie policies and procedures.
• Stay organized, prioritise workloads, and meet deadlines.
• Maintain confidentiality and consider stakeholders on-site.

Skills

Customer service experience

Verbal communication

Written communication

Phone & email handling

MS Office proficiency

Time management

Organisational skills

Professional attitude

Tools

Microsoft Office

Job description

Are you passionate about providing exceptional service? Do you have Customer Service experience and thrive in fast-paced environments? We're looking for a professional Switchboard and Helpdesk Operator to join our team on a zero-hours contract.

As a Switchboard and Helpdesk Operator, you'll be responsible for managing phone calls and email enquiries, supporting employees, and accurately logging information onto databases—all while delivering high levels of service and professionalism. You will be the first point of contact for our team, efficiently handling requests and ensuring the smooth flow of information throughout the day.

Job Title: Switchboard and Helpdesk Operative
Hourly Rate of Pay: £12.71
Position Type: Permanent
Employment Type: Part Time
Total Weekly Contractual Hours: 0 hours
Location: Russells Hall Hospital, Pensnett Road, Dudley, West Midlands, England DY1 2HQ

Key Responsibilities:

• Answering incoming calls and emails promptly, addressing customer needs with professionalism and courtesy.
• Operating the switchboard effectively to ensure calls are directed to the appropriate teams or individuals.
• Accurately inputting and outputting data into systems and monitoring performance against Service Level Agreements (SLAs).
• Delivering a professional service while adhering to Mitie's policies, processes, and procedures.
• Staying organised, prioritising workloads, and meeting challenging deadlines under pressure.
• Maintaining confidentiality and considering the needs of all stakeholders on-site.

Skills and Experience Required:

• Demonstrated experience in Customer Service, with excellent verbal and written communication skills.
• Ability to manage phone calls and emails efficiently, with attention to detail.
• Proficiency in Microsoft Office and a strong standard of literacy and numeracy.
• Exceptional planning, organisation, and time management skills.
• A professional and positive attitude, with the ability to work effectively under pressure.

Shifts:

07:00 – 15:00; 09:00-17:00 and 15:00 – 22:00.

This is a zero-hours position, offering flexible work patterns, with shifts available on weekends weekdays and Bank Holidays.