Helpdesk Operative

Job Description

Healthy outcomes start with positive patient experiences.

• 37.5 Hours / 5 over 7 days
• £12.92 per hour
• Location is Colchester Hospital

Check your local transport links here: Plan Your Journey | Traveline - the destination you should input is: CO4 5JL

Please take the time to read the attached job description

Job Introduction

Healthy outcomes begin with great patient experiences.

As a Helpdesk Operative, you’ll be the first point of contact for enquiries and service requests across Colchester and Ipswich Hospitals and the surrounding community sites. Working in a busy healthcare environment, you’ll provide a professional, customer-focused service by responding to calls and emails, accurately recording requests and ensuring they are directed to the appropriate facilities teams.

What you’ll do:

• 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.

What you bring:

• 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.

What we offer:

Working at Sodexo isn’t just a job — it’s a chance to make a difference every day. You'll be part of a supportive team, act with purpose, and thrive in a role where your work matters. We also offer a range of benefits to support you and your loved ones:

• Mental health and wellbeing resources
• Employee Assistance Programme (including financial/legal advice & personal support)
• Free health & wellbeing app with 24/7 virtual GP access
• Discounts on high street brands for you and your family
• Salary finance tools and financial wellbeing resources
• Retirement savings plan and life insurance
• Full training and protective uniform provided.
• Opportunities to gain experience through learning and development.
• Cycle to Work scheme & volunteering opportunities.
• Flexible working and a dynamic team environment
• Competitive pay

Ready to be part of something greater? Apply now and bring your energy, purpose, and passion to Sodexo.

We may close this advert early if we receive a high number of applications — so don’t wait!

About Sodexo

At Sodexo, our purpose is to create a better every day for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services.

We are committed to being an inclusive employer. We are a forces friendly employer. We welcome and encourage applications from people with a diverse variety of experiences, backgrounds, and identities. We encourage our employees to get involved with our Employee Networks such as Pride, Sodexo Parents & Carers, Sodexo Disability, Ability network, So Together, Generations and Origins.

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.

Click here to read more about what we do to promote an inclusive culture.

Sodexo Disability, Ability network, So Together, Generations and Origins.