Hospital Helpdesk Agent – Patient Experience

Sodexo Ltd; Colchester (VT); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

Mental health and wellbeing resources

Employee Assistance Programme (EAP)

Free health & wellbeing app with 24/7/

Discounts on high street brands

Salary finance tools and financial wel

Retirement savings plan and life ins

Full training and protective uniform

Cycle to Work scheme

Flexible working and a dynamic team

Competitive pay

Job summary

Sodexo Ltd is hiring a Helpdesk Operative to be the first point of contact for enquiries and service requests across Colchester and Ipswich Hospitals and surrounding community sites. Working in a busy healthcare environment, you will respond to calls and emails and log requests accurately.

You’ll use systems such as EPIC, FM First and Health Roster to allocate tasks, coordinate portering, transport, security, housekeeping and estates, and you’ll build positive relationships with hospital teams

Qualifications

• Previous experience in a customer-focused or customer service environment.
• GCSEs or equivalent qualifications, including English and Maths.
• Strong communication skills and a confident, professional telephone manner.
• The ability to remain calm, rational and helpful in a busy environment.
• Good organisational skills, with the ability to prioritise tasks and meet deadlines.
• Confidence using IT systems and maintaining accurate records.
• A proactive approach and the ability to use your initiative when resolving problems.
• A friendly, reliable and responsive attitude.
• The ability to work collaboratively and build positive relationships with colleagues and clients.
• Flexibility to work shifts and additional hours when required.
• An NVQ in Customer Service or previous experience within an NHS, healthcare or hospital environment would be advantageous but is not essential.

Responsibilities

• Respond to incoming calls and emails in a professional, courteous and timely manner.
• Log and monitor service requests using systems including EPIC, FM First and Health Roster.
• Coordinate requests relating to portering, transport, security, housekeeping, catering, estates, grounds, linen and laundry services.
• Open work orders, allocate task numbers and prioritise urgent requests appropriately.
• Monitor outstanding tasks and update systems to maintain accurate, up-to-date records.
• Provide clear information and pass instructions to facilities colleagues within agreed timescales.
• Handle complaints and sensitive enquiries efficiently and professionally.
• Record staff absences and return-to-work information accurately.
• Provide general administrative support, including maintaining files, spreadsheets and databases.
• Build positive working relationships with hospital teams, facilities colleagues and service users.
• Support continuous improvements to the Helpdesk service and follow all relevant procedures.
• Maintain confidentiality and contribute to a safe, respectful and inclusive working environment.

Skills

Customer service

GCSE English & Maths

Communication skills

Calm under pressure

Organisation

IT systems proficiency

Problem solving

Team collaboration

Flexibility in shifts

NHS/Healthcare exposure

Education

GCSEs or equivalent including English and Maths

NVQ in Customer Service or NHS/healthcare experience

Tools

EPIC

FM First

Health Roster

Job description

Sodexo Ltd is hiring a Helpdesk Operative to be the first point of contact for enquiries and service requests across Colchester and Ipswich Hospitals and surrounding community sites. Working in a busy healthcare environment, you will respond to calls and emails and log requests accurately.

You’ll use systems such as EPIC, FM First and Health Roster to allocate tasks, coordinate portering, transport, security, housekeeping and estates, and you’ll build positive relationships with hospital teams