Transport Helpdesk Operative

Job description

Job summary

The Transport Helpdesk Operative works across the Transport Team to receive, allocate and book patient transport journeys. They liaise with our Drivers and clinical colleagues to ensure an efficient and cost-effective service is delivered for our service users.

This role requires a strong focus on customer service and attention to detail, as the Helpdesk Operative will act as the first point of contact for stakeholders to the Transport Services Team. The postholder will be expected to accurately log journey requests into the department databases, triage and prioritise issues according to urgency and service level agreements. Clear and courteous communication is essential, as is the ability to remain calm and efficient in a fast-paced environment.

The vacancy is for a role to work the following shift pattern:

Monday - Friday. 10:30am - 19:00pm.

Whilst we welcome all applications from all suitable candidates, unfortunately, we will not be offering sponsorship for this role.

Main duties of the job

Main duties and responsibilities:

• To assist with clerical duties e.g. the filing system within the Transport Services.
• To assist with Transport Administration duties (e.g. Journey Input data, Job quality verification, etc).
• To take responsibility for ensuring a cost-effective service, only booking journeys through external taxi companies when the in-house service is unable to complete the journey.
• To provide day to day telephone call/enquiry support, for the Transport Services managerial Staff.
• To operate and best manage the vehicle location system.
• To operate and deliver appropriate GPS information and translating that data to ensure effective transport service provision.
• To issue instruction via 'palm top technology' to drivers and other 'contracted' transport services.
• To carry our any clerical duties that is appropriate to helpdesk function.
• To have working knowledge of appropriate office equipment.
• To operate and deliver all aspects of the Transport Helpdesk.
• To operate and input all booking requests and allocate the most appropriate to user requirements.
• To undertake any other duties within the broad framework of this job description as may be delegated by Transport Management.

For more information on this post please view job description and person specification.

About us

Would you like to be part of the HPFT family? Would you like work with us to ensure our service users live the fullest lives possible they can? Then please read on...

Hertfordshire Partnership University NHS Foundation Trust (HPFT) is an outstanding organisation with ambitions to match. We are one of just five mental health trusts to achieve an overall rating of 'Outstanding' from theCare Quality Commission, and our aim is to be the leading provider of mental health and specialist learning disability services in the country.

Our family of over 3500 members of staff provide health and social care for over 400,000 people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, and Norfolk, delivering these services within the community and several inpatient settings. We also deliver a range of nationally commissioned specialist services including Tier 4 services for children and young people, perinatal services, plus medium and low secure learning disabilities services.

The care we provide makes a fantastic difference to the lives of our service users, their families and carers - everything is underpinned by choice, independence and equality, with our Trust values embedded throughout:

Our Trust values are:

Welcoming. Kind. Positive. Respectful. Professional.

These values are at the core of who we are, everything we do, and how we do it!

Job description

Job responsibilities

The Transport Helpdesk Operative works across the Transport Team to receive, allocate and book patient transport journeys. They liaise with our Drivers and clinical colleagues to ensure an efficient and cost-effective service is delivered for our service users.

This role requires a strong focus on customer service and attention to detail, as the Helpdesk Operative will act as the first point of contact for stakeholders to the Transport Services Team. The postholder will be expected to accurately log journey requests into the department databases, triage and prioritise issues according to urgency and service level agreements. Clear and courteous communication is essential, as is the ability to remain calm and efficient in a fast-paced environment.

Please see the attached job description and person specification.

Job description
Job responsibilities

The Transport Helpdesk Operative works across the Transport Team to receive, allocate and book patient transport journeys. They liaise with our Drivers and clinical colleagues to ensure an efficient and cost-effective service is delivered for our service users.

This role requires a strong focus on customer service and attention to detail, as the Helpdesk Operative will act as the first point of contact for stakeholders to the Transport Services Team. The postholder will be expected to accurately log journey requests into the department databases, triage and prioritise issues according to urgency and service level agreements. Clear and courteous communication is essential, as is the ability to remain calm and efficient in a fast-paced environment.

Please see the attached job description and person specification.

Person Specification

Qualifications

Essential

• GCSEs (or equivalent) in English and Mathematics at grade C/4 or above
• Customer service training or certification (e.g. Institute of Customer Service)

Desirable

• NVQ Level 2 or 3 in Business Administration, Customer Service, or a related field

Experience

Essential

• Familiarity with helpdesk operations, including logging and tracking service requests using digital systems
• Experience of using IT systems, including Microsoft Office
• Experience in a customer service role
• Experience handling high volumes of telephone and email enquiries in a professional and courteous manner
• Demonstrated ability to work effectively in a team environment, coordinating with colleagues and external service providers to resolve issues.

Skills

Essential

• Good working knowledge of IT systems, including Microsoft Office
• Excellent verbal and written communication skills, with the ability to handle telephone and email enquiries professionally and efficiently
• Strong customer service orientation, with the ability to remain calm, courteous, and solution-focused in a busy and sometimes pressured environment
• High level of accuracy and attention to detail when recording information and updating systems
• Ability to work in a high-pressured environment
• Excellent interpersonal skills, ability to work effectively with staff at all levels

Person Specification
Qualifications

Essential

• GCSEs (or equivalent) in English and Mathematics at grade C/4 or above
• Customer service training or certification (e.g. Institute of Customer Service)

Desirable

• NVQ Level 2 or 3 in Business Administration, Customer Service, or a related field

Experience

Essential

• Familiarity with helpdesk operations, including logging and tracking service requests using digital systems
• Experience of using IT systems, including Microsoft Office
• Experience in a customer service role
• Experience handling high volumes of telephone and email enquiries in a professional and courteous manner
• Demonstrated ability to work effectively in a team environment, coordinating with colleagues and external service providers to resolve issues.

Skills

Essential

• Good working knowledge of IT systems, including Microsoft Office
• Excellent verbal and written communication skills, with the ability to handle telephone and email enquiries professionally and efficiently
• Strong customer service orientation, with the ability to remain calm, courteous, and solution-focused in a busy and sometimes pressured environment
• High level of accuracy and attention to detail when recording information and updating systems
• Ability to work in a high-pressured environment
• Excellent interpersonal skills, ability to work effectively with staff at all levels

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

Hertfordshire Partnership University NHS Foundation Trust
Address

Martinlea, Ashley Close, Bennett's End, Hemel Hempstead, HP3 8BL

Ashley Close, Bennett's End

Hemel Hempstead

HP3 8BL

United Kingdom

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