At a Glance
- Tasks: Manage customer requests and maintenance work in a dynamic healthcare environment.
- Company: Join the Sandwell and West Birmingham NHS Trust team at Midland Metropolitan University Hospital.
- Benefits: Earn £13.85 per hour with flexible shifts and opportunities for career growth.
- Other info: Flexible working hours with potential for weekend and night shifts.
- Why this job: Make a difference in healthcare by providing excellent customer service and support.
- Qualifications: 5 GCSEs at Grade C or above, strong communication and IT skills required.
The predicted salary is between 13.85 - 13.85 £ per hour.
- Helpdesk Administrator
- Location - Floor Level 4, Midland Metropolitan University Hospital, B66 2QT
- Contract Length - 20th Sep 2026 - 1 Jan 2027
- Mon - Fri working, 37.50 hours per week
Shift Pattern - 7am - 3pm, 9am to 5pm and 11am to 7pm on a ROTA system some weekend work maybe required.
- Pay Rate - 13.85 Per Hour
- General Overview
The Helpdesk Operator will be based across the Sandwell and West Birmingham NHS Trust estate, including Sandwell Health Campus, City Health Campus, Midland Metropolitan University Hospital (MMUH) and community healthcare properties.
The role is responsible for managing the full lifecycle of maintenance work, from customer enquiry through to job completion and purchase order receipting.
The post holder will provide excellent customer service, manage work orders through the Maximo CAFM system and ensure all tasks are completed within contractual SLAs.
Key Responsibilities
- Receive and log customer requests and maintenance calls via telephone and email.
- Manage the full job flow, including allocation to engineers/subcontractors, scheduling, attendance chasing and job closure.
- Monitor open jobs and proactively chase updates to ensure SLA compliance.
- Prioritise and allocate jobs appropriately to minimise SLA failures.
- Accurately interpret and record work orders within the Maximo CAFM system.
- Understand and apply the appropriate SLA to each service request.
- Provide professional customer service to internal and external customers.
- Assist with generating purchase orders for Reactive/Quoted Works, Minor Works and PPM using Coupa.
- Liaise with Contract Managers and Supervisors regarding subcontractor/supplier invoicing queries.
- Process contractor labour.
- Support the preparation of accurate and timely reports.
- Escalate complaints and support activities to improve customer service.
- Ensure compliance with statutory, company and contract procedures.
- Promote customer feedback and surveys.
- Provide cover to the supervisory team during absences.
- Support the Operations Team and Senior Managers with projects as required.
Essential Experience & Skills
- 5 GCSEs at Grade C or above/equivalent.
- Excellent interpersonal skills and telephone manner.
- Experience of data inputting, administration and telephone systems.
- Strong written and verbal communication skills.
- Strong IT skills, including Microsoft Office, Word and Excel.
- Excellent organisation and time-management skills.
- Ability to prioritise workload, meet deadlines and follow procedures.
- Ability to work independently and use own initiative.
- Ability to communicate effectively at all levels.
- Experience of working within an operational environment.
Desirable
- Experience within a Facilities Management or Technical environment.
- Experience within a Healthcare environment.
- Knowledge of CAFM systems, particularly Maximo.
- Knowledge of finance/purchasing systems, particularly Coupa.
- Working Hours
The Helpdesk operates extended cover, including weekends and nights .
The role requires flexibility to work
- Day shifts
- Night shifts
- Weekend shifts
- Bank holidays where required
- DBS
- This role requires a
Standard DBS check . The successful candidate must be able to pass the required DBS screening.
Key Competencies
Collaborating
Builds effective working relationships, supports colleagues and contributes positively to the team.
Contributing
Suggests ideas and solutions to improve processes and ways of working.
Delivering
Takes ownership of customer requests, delivers quality service and works to agreed SLAs and deadlines.
Developing
Shares knowledge and experience and supports colleagues.
Influencing
Communicates respectfully, honestly and professionally and delivers on commitments.
Planning
Plans workload effectively, manages priorities and flags potential issues before deadlines or targets are missed.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
Helpdesk Administrator in Smethwick employer: Impellam Careers
As a Finance and Research Administrator at the Bartlett School of Architecture in London, you will be part of a vibrant academic community that values collaboration and innovation. The role offers a supportive work culture with opportunities for professional growth, including mentoring sessions and exposure to diverse research projects. Enjoy the unique advantage of working in a prestigious institution located in one of the world's most dynamic cities, where your contributions will directly impact the advancement of architectural research.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Administrator in Smethwick
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Impellam Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Impellam Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Administrator in Smethwick
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Impellam Careers:Your cover letter is your chance to shine! Tell us why you want to work at Impellam Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Impellam Careers!
How to prepare for a job interview at Impellam Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
