customer service helpdesk nhs - stockport- out of hours

24 July 2018
osman najib, randstad business support
job type
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stockport, north west
customer services
sub specialism
Call Centre
job type
working hours
reference number
osman najib, randstad business support
apply now

job description

Customer Service/Helpdesk Adviser- NHS Contact centre- Out of hours


£24,000 per annum

Fancy working for the NHS?

The NHS Property Services Ltd is one of the largest property owners in the UK, with a £3 billion asset portfolio, 4,000 properties, 3,000 employees and an annual income of over £700 million.

Our aim is to deliver outstanding quality across our estate in partnership with NHS organisations, generating cost efficiencies that will benefit our tenants, patients and the wider health economy.

The shift patterns are 4 days on and 4 days off, each shift is 12hours with 1 and a half hour break starting from 7:30pm till 7:30am


NHSPS are setting up a national Facilities Management Helpdesk to answer inbound reactive requests and assist delivery of Pre-Planned Maintenance. The helpdesk will be operational 24/7/365. The Facilities Management team supports users of our NHS properties within England.

You will be responsible for ensuring that customers receive excellent customer service and timely responses and providing advice immediately where possible, channelling requests to appropriate service teams for resolution, monitoring cases and keeping customers appraised of progress.

This role is crucial in logging customer details, location and reactive requests and prioritising as appropriate to deliver a positive customer experience.

Key Responsibilities

* Receive and record service requests via telephone and email from customers
* Dispatch and monitor reactive work orders to direct labour organisations
* Demonstrate extensive knowledge, understanding and awareness of facilities management issues, effectively interpreting the described situations to enable a satisfactory resolution to customer requests.
* Respond in a professional and courteous manner to every caller, recording all requests for service to accurately reflect correct priority for work based on health, safety, business criticality
* Provide a rapid response to customers, resolving queries at the first point of contact where possible
* Update and close jobs in accordance to systems and processes.
* Generate reports as and when requested
* Liaise with service teams and suppliers to keep customers informed about progress
* Contact contractors or onsite engineers when work has not been completed to a satisfactory level and ensure reassignment of jobs when non-compliant
* Support and process requests for minor new works

What we need from you

* Experience in working in a contact centre customer service role, facilities management would be desirable
* Knowledge of key MS Office applications - Outlook, Word, Excel, PowerPoint

* Excellent written English and verbal communication skills
* Ability to effectively prioritise tasks especially when under pressure
* Ability to handle challenging relationships and manage difficult conversations when necessary
* Ability to remain calm under pressure
* Attention to detail
* Passionate about customer service
* Driven by achieving a high level of customer satisfaction
* Demonstrates integrity, empathy, discretion and professionalism

* Able to work autonomously and as part of a team

* Team player and enthusiastic & self-motivated
* Flexibility of working in different hours

Why you should Join

* Generous Salary
* Car Parking
* Progression
* New contact centre
* Multiple range of employee benefits working for the NHS

If you or anyone you know is looking for a role working with the NHS please contact Osman on 0161 247 8802 or email me your CV on

Please note all direct applicants will also come through to us

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.


attention to detail