EFM Helpdesk Administrator/ Operator
Job summary
We are looking for an organised and customer-focused EFM Helpdesk Administrator/ Operator to join our Estates and Facilities team. As the first point of contact for Estates and Facilities service requests, you will receive, accurately record and prioritise enquiries relating to both Hard and Soft Facilities Management services.
Working in a busy central helpdesk environment, you will liaise with clinical and non-clinical colleagues, internal service teams and external contractors. You will allocate and monitor jobs, provide progress updates, escalate urgent issues appropriately and maintain accurate records on the Trust's helpdesk system.
The successful applicant will have excellent communication and administrative skills, strong attention to detail and the ability to manage competing priorities. Experience in a customer service or administrative role is essential, while previous experience within an NHS, Estates and Facilities or helpdesk environment would be advantageous.
This is an important role supporting the safe, responsive and effective delivery of services across the Trust.
Main duties of the job
The EFM Helpdesk Operator provides a responsive and customer-focused helpdesk service, acting as the first point of contact for Estates and Facilities enquiries across the Trust.
You will receive, record and prioritise service requests, allocate jobs to the appropriate teams or contractors, monitor progress and provide timely updates to service users.
The role requires effective communication, accurate record keeping and the ability to manage competing priorities while supporting the delivery of safe and efficient Estates and Facilities services.
Key responsibilities include:
- Receiving and logging Estates and Facilities service requests.
- Prioritising and allocating jobs to internal teams or external contractors.
- Monitoring requests through to completion and escalating urgent issues where required.
- Providing professional and timely updates to service users.
- Maintaining accurate records on the Trust helpdesk system.
- Supporting the effective delivery of Estates and Facilities services across the Trust.
About us
We are Kent and Medway Mental Health NHS Trust. We care for the mental health and wellbeing of people across Kent and Medway.
Our teams support children, young people and adults with a wide range of mental health needs. We also provide specialist services, including all-age eating disorder services and neurodevelopmental assessments for children and young people, such as autism and ADHD.
Because we work across the whole county and across hospital and community settings, we can make care more joined up and easier to access for the people we serve.
Our vision is simple: we are here to help communities not just live with mental illness, but live well. It's why we're passionate about working with communities to make mental health care better for everyone. Everything we do is guided by our values: caring, inclusive, curious and confident.
Join us if you share our passion for better mental health care and want to be part of a team that's working well together.
Job description
Job responsibilities
Please refer to the attached job description for the full details on the responsibilities and person specification
Person Specification
Training and Qualifications
- Good standard of general education (GCSEs or equivalent, including English and Maths)
- IT literacy (e.g. Microsoft Office systems)
- NVQ Level 2/3 in Business Administration or Customer Service (or equivalent)
- Relevant helpdesk or CAFM system training
Experience
- Experience of working in a customer service or administrative role
- Experience of handling enquiries via telephone, email or digital systems
- Experience within an Estates & Facilities or NHS environment
- Experience of using helpdesk or CAFM systems
Knowledge and Skills
- Good communication and interpersonal skills
- Ability to prioritise workload and work under pressure
- Accurate data entry and attention to detail
- Understanding of Hard FM and Soft FM services
- Problem-solving skills and ability to use 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.
Employer details
Employer name
Kent and Medway Mental Health NHS Trust
Address
Farm Villa
Hermitage Lane
Maidstone
ME16 9PH
United Kingdom
Employer's website
https://www.kentmedwaymentalhealth.nhs.uk