Helpdesk Operator

Band 3

Main area

Estates & Facilities

Grade

Band 3

Contract

Permanent

Hours

Full time - 37.5 hours per week

Job

287-CEF-40-26

Department name

LUH - 1 General Staffing (AFC posts)

Site

Aintree

Town

Liverpool

Salary

£24,937 - £26,598 per annum

Salary period

Yearly

Closing

11/03/2026 23:59

Previous applicants need not apply.

We are looking to recruit Helpdesk Operators to work as part of an established team.

You will be working as part of 8888 Helpdesk covering Hard & Soft FM services – taking calls, logging jobs, dealing with enquiries, working as part of a team.

Note:

This is a 24 hour post covering days/night/weekends – applicants must be willing to work over all shift patterns.

Base location is Aintree and Royal Liverpool sites, but the service covers all sites.

The postholder will be using a CAFM system (computer-aided facilities management). There is a requirement to wear headphones and multi-task – call handling/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.

• Provide a customer focused service, dealing with all client/customer requests, and handling complaints efficiently and sensitively.
• Receive and process customer telephone requests, ensuring timely and effective completion of work in line with the service level specification.
• Log relevant information on the CAFM database to enable accurate transfer of information to the appropriate department for action, including task numbers and caller priority.
• Record appropriate details on the CAFM, showing a clear timeline of events for each task.
• Regularly review logged calls on the database, monitor completion times and provide feedback to the caller regarding their request.
• Follow the logging procedures for the whole unit 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 meet its performance targets.
• Update CAFM with service and fault reports received from contractors.

Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital. We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women’s NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients.

UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities – from birth and beyond.

For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.

Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside, and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women’s Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK's largest single site maternity hospital each year.

The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services.

For roles at Liverpool Women’s, visit their careers page.

• NVQ 3/equivalent in relevant area of knowledge

• Experience of customer service
• Experience of call handling
• Experience of working to Standard Operating Procedures

• 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

• Thoro…