Job summary
The post-holder will join the team that is responsible for the day-to-day operation and administration of the Space & Place Estates and Facilities Helpdesk. The post holder will be able to work effectively in a fast-paced environment and possess excellent communication, emotional resilience, and customer service skills to communicate with a wide variety of staff groups across the Trust. A strong level of personal resilience and a 'can do' attitude are critical elements to the role and the successful applicant will embrace, embody and promote our GOSH values at all times.
The post-holder will also be required to:
- Work within the Space & Place Team, carrying out their duties effectively and efficiently in accordance with service requirements.
- Develop good relationships with the other Trust teams including clinical and non-clinical colleagues.
- Follow Health, Safety and Quality procedures within the course of the role and ensure that the Space & Place Helpdesk Team are always preforming their duties within the correct guidelines.
- Successfully undertake the training requirements specific to this role.
It is an exciting time to join our team as we are going through a time of change and innovation to meet the current and future needs of the organisations.
Main duties of the job
- To deliver exceptional standards of customer service on all inbound & outbound calls to ensure maximum customer satisfaction.
- Manage all requests & transactions via various communication methods, answering calls, actioning email requests and monitor and manage various helpdesk and Trust software systems.
- Answering and actioning all calls into the helpdesk and assigning to the relevant persons & departments
- Log calls on the CAFM system following the correct procedure and ensure tasks are assigned correctly in line with Estate's protocol and procedures, to ensure completion
- Support the Estates team to ensure events in the system are communicated and followed up on and closed in a timely manner
- Liaising with the rapid response team & Cleaning Services manager to ensure all Level 1, 2, 2+, 3 & 4 cleans are completed and records updated on the system
- Liaise with the portering team and assign tasks in line with their protocol and procedures.
- Comply with trust policies and procedures and operational changes that may be implemented for the development of the service, both short- and long-term
- Ensure all required records and paperwork has been completed, attached to tasks where appropriate and stored in line with Health and Safety, Quality and Trust policies and procedures.
- Participate as a full member of the team, through supporting and carrying out training of peers, working flexibly as required to cover other members of the team
About us
Great Ormond Street Hospital for Children NHS Foundation Trust (GOSH) is an international centre of excellence in child healthcare. GOSH is an acute specialist paediatric hospital with a mission to provide world-class care to children and young people with rare, complex and difficult-to-treat conditions.
The Estates and Facilities helpdesk provide an important service to all Trust users in ensuring requests such as cleaning, maintenance, pest control and portering are processed successfully and in a timely manner. The helpdesk team work very closely together, and communication is key to this position. This role requires a hard-working individual who is able to work within a fast pace and at times challenging environment
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
Person Specification
Values
Essential
- GOSH Values
- Experience of working as part of a diverse team.
- Experience of contributing to an inclusive workplace culture.
Academic/Professional qualification/Training
Essential
- An excellent understanding of written and spoken English
- Good communication skills verbal & written with and excellent telephone manner
- Good knowledge & excellent IT skills Microsoft & helpdesk software
Experience/Knowledge
Essential
- Previous experience in a call handling environment
- Good understanding of health & safety at work
Desirable
- Excellent customer service skills and/or relevant qualifications - NVQ in customer services or other inhouse customer service training
- Previous experience in hospital environment advantageous
- Previous experience in an estate's helpdesk environment
Skills & Abilities
Essential
- Customer focused
- Ability to multitask with a high degree of accuracy
- Emotionally resilient who shows empathy, care, and compassion
- Ability to work under pressure with a positive attitude
- Ability to work as part of a team
- Ability to work flexibly, quickly and accurately
- Ability to use their own initiative
Person Specification
Values
Essential
- GOSH Values
- Experience of working as part of a diverse team.
- Experience of contributing to an inclusive workplace culture.
Academic/Professional qualification/Training
Essential
- An excellent understanding of written and spoken English
- Good communication skills verbal & written with and excellent telephone manner
- Good knowledge & excellent IT skills Microsoft & helpdesk software
Experience/Knowledge
Essential
- Previous experience in a call handling environment
- Good understanding of health & safety at work
Desirable
- Excellent customer service skills and/or relevant qualifications - NVQ in customer services or other inhouse customer service training
- Previous experience in hospital environment advantageous
- Previous experience in an estate's helpdesk environment
Skills & Abilities
Essential
- Customer focused
- Ability to multitask with a high degree of accuracy
- Emotionally resilient who shows empathy, care, and compassion
- Ability to work under pressure with a positive attitude
- Ability to work as part of a team
- Ability to work flexibly, quickly and accurately
- Ability to use their own initiative
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Great Ormond Street Hospital for Children NHS Foundation Trust
Address
Great Ormond Street Childrens NHS Foundation Trust Hospital
Great Ormond street
London
WC1N 3JH
Employer's website
https://www.gosh.nhs.uk/ (Opens in a new tab)
