Helpdesk Operator
The closing date is 10 June 2026.
We are looking to recruit Helpdesk Operators to work as part of an established team covering Hard & Soft FM services – taking calls, logging jobs, dealing with enquiries, and working as part of a team.
Note: This is a 24‑hour post covering days, nights and weekends – applicants must be willing to work across all shift patterns.
Base location is Aintree and Royal Liverpool sites, but the service covers all sites.
The postholder will use a CAFM system (computer‑aided facilities management) and must wear headphones and multi‑task while handling calls and entering details.
This post is open to employees of the five LAASP organisations. As part of your application, you will be asked to confirm that you are a current employee of The Clatterbridge Centre, Liverpool Heart and Chest Hospital, Liverpool University Hospitals, Liverpool Women’s Hospital or The Walton Centre.
Responsibilities
Provide a customer‑focused service, dealing with all client/customer requests and addressing complaints efficiently and sensitively.
Receive and process customer telephone requests to ensure timely and effective completion of work in accordance with the service level specification.
Log relevant information on the CAFM database so that accurate information can be transferred to the appropriate department. Provide the department with a task number and detail to the caller the priority given to their call.
Record appropriate entries on the CAFM, showing a clear timeline of events for each task.
Regularly review logged calls in the database to monitor completion times and provide feedback to the caller regarding their request.
Follow the unit’s logging procedures and serve as the focal point for all calls.
Pass on instructions to staff and record such action in response to call requests to enable the contract to fulfil its performance targets.
Update CAFM with service and fault reports received from contractors.
Qualifications
- NVQ 3 or equivalent in relevant area of knowledge
Experience
- Experience of customer service
- Experience of call handling
- Experience of working to Standard Operating Procedures
Skills
- Ability to update databases
- Ability to generate system reports
- Excellent interpersonal skills, the ability to communicate effectively with all members of the Project Team and the Trust, and externally with project advisors.
Knowledge
- Thorough understanding of MS Office software packages, including Microsoft Outlook
- Excellent knowledge and understanding of MS Word and associated packages. Must possess fast accurate typing skills
- Knowledge of Word, Excel, PowerPoint, Database Management/Project Office software, e.g. MS Project Standard
LAASP
- Current employee of a LAASP organisation
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.
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