Helpdesk Operator in Sunderland

Choice Facilities Services is seeking a passionate, hardworking and reliable individual to join our team as a Help Desk Operator working with the portering department. The role of a Help Desk Operative is an exciting opportunity for people who are motivated, flexible, task‑focused and possess excellent communication skills. We encourage and support our employees to progress within Choice and offer full training on the job.

Within Portering Services, you will be responsible for assisting in the efficient and effective provision of services to staff, patients and visitors. Previous experience working in a hospital environment, customer‑relations or general public settings will be beneficial.

Main duties of the job

• This role supports the smooth running of hospital services by coordinating porter requests from wards and departments, ensuring patients, equipment and essential items are moved efficiently across the site.
• Following training, you will become the main point of contact for portering requests.
• Using portering software and radio communication systems, you will prioritise and allocate tasks to porter teams while maintaining excellent customer service.

Key responsibilities include:

• Prioritising and coordinating portering requests.
• Supporting staff and service users.
• Managing requests through the portering software system.
• Responding to concerns and escalating issues where required.
• Supporting porter teams with queries and guidance.
• Communicating effectively via radio systems.

About you

Self‑motivated, flexible and reliable, able to work independently and as part of a team, with excellent communication and customer service skills and confidence dealing with people face‑to‑face and by telephone. Full flexibility is essential. Shifts operate between 08:00 and 20:00, seven days a week, averaging 21 hours per week. Based at Sunderland Royal Hospital, occasional travel to other Trust sites may be required.

About Us

City Hospitals Independent Commercial Enterprises Ltd (CHoICE – trading since 2014) is a wholly owned subsidiary company of South Tyneside & Sunderland NHS Foundation Trust (STSFT). We provide a full range of Facilities Management, Procurement and Outpatient Pharmacy services, and employ staff in a wide range of functions including cleaners, porters, engineers, procurement and pharmacists. Commitment, Care and Compassion – our team contributes to the overall hospital environment, providing safe, secure and comfortable facilities for access by patients, staff and visitors. CHoICE offers many staff the opportunity to grow and develop, with flexible work arrangements including part‑time options. Benefits include a fitness centre, cycle‑to‑work scheme and childcare support.

Equity, Diversity and Inclusion

We welcome all applications regardless of race, disability, gender, sexual orientation, religion or belief, age, gender identity, marital status, pregnancy and maternity, and particularly those from under‑represented groups.

Job responsibilities

• The post holder works as a member of the portering team, primarily on the portering helpdesk, but may also carry out portering duties as required.
• A point of contact for wards/departments responding to internal and external calls for portering helpdesk.
• Prioritise tasks and allocate to porters within service level agreement targets.
• Demonstrate a polite, courteous and helpful manner.
• Contribute to the ongoing development and delivery of the portering services.
• Assist in the provision of efficient and effective portering services to staff, patients and visitors.
• Report to and support portering and security supervisors in the daily coordination of service demand.
• Utilise keyboard skills.
• Work a rotary shift pattern covering 08:00 to 20:00, seven days per week.

Person Specification

Physical skills:

• Ability to work within a busy and demanding, fast‑paced environment.
• Ability to work independently but seek advice when necessary.
• Able to undertake varied manual tasks.

Experience:

• Experience with working with the general public.
• Experience operating IT software systems.
• Experience working in a busy environment.
• Experience in customer relations type environments.
• Experience working in a hospital environment.

Qualifications:

• Basic numeracy and literacy education.
• Knowledge of helpdesk software systems.
• Knowledge of portering services.
• Literacy Level 2 (equivalent to GCSE Grade C).
• Numeracy Level 2 (equivalent to GCSE Grade C).
• Class C driving licence.

Skills and Knowledge:

• Ability to communicate effectively with patients, staff and visitors.
• Basic IT skills.
• Flexible approach to tasks and hours of work, including weekends, shift patterns and public holidays.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check for any previous criminal convictions.

Employer name: City Hospitals Independent Commercial Enterprises Ltd (CHoICE)

£26,957 a year pro‑rata for part‑time – 21 hours per week.