Job Description

• To primarily support the delivery of a first class, Help Desk service together with the Switchboard, Hotel Services Helpdesk and Welcome Desk on Level 6 who are part of the Department, including all aspects of general administration, specialist system operation and customer service across the wider Site Services departments and ultimately the whole hospital
• To manage the regular stock-take of office supplies, ensure selection of most cost-effective stock, ordering of stationary using e-proc
• Support the delivery of a high performing service team to deliver corporate aims, objectives and aspirations of the Directorate and the Trust
• Delivering excellent customer care across all areas and undertakes the role in line with the vision and values of the organisation and display integrity, fairness exemplary personal behaviour and be a role model for other staff member

***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Main duties of the job
To work across all areas of the Department, the Welcome Desk, Estates Helpdesk and Switchboard.
The Welcome Desk is situated in the main concourse of the hospital on Level 6. Putting patients and visitors at the forefront assisting them with any queries, directions, parking issues and signposting to various areas and departments throughout the hospital and site. Working closely with our volunteer team.
Estates Helpdesk - Assisting the Help Desk working with the computer system (MRI Planet), other software packages and associated Estates Department procedures. Data input into MRI Planet system to meet departmental deadlines. (Planet is an integrated Works Management System, which includes a Planned Maintenance, repairs reporting, stock control, invoicing, labour information and financial information).
Switchboard - Assist with our Switchboard, receiving telephone calls both internal and external, taking control of the alarm system and ensure emergency response calls are processed and managed correctly in line with emergency procedures.
Be aware of the Major Incident Plan to ensure the correct procedures are carried out in the event of a Major Incident and communicate with designated / relevant personnel.
Ensure alarms connected with or communicated to Switchboard are processed to relevant on-call personnel and relevant 999 emergency services in the event of an alarm sounding.
About us
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure.
PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY.
If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Details
Date posted
15 September 2025
Pay scheme
Agenda for change
Band
Band 2
Salary
24,465 a year 24,465 Per Annum
Contract
Permanent
Working pattern
Full-time
Reference number
216-AM-A7459780
Job locations
Derriford Hospital, Plymouth
Derriford
Plymouth
PL6 8DH
Job description
Job responsibilities
Site Services Customer Service Department
To support Management in the operation of the Welcome Desk, Estates Help Desk and Switchboard
Work with various software packages in relation to Estates and Parking and other software packages the Department use and associated Estates and Facilities Departmental procedures
Data input into various software packages for different areas of the department to meet departmental deadlines.
Receive telephone calls, e-mails and intranet calls from users / wards / departments / members of the public and transfer to the relevant people / departments
Receive emergency calls and put out bleep calls to relevant emergency care teams, deal with any alarms that come through to the team for things such as fire and lift entrapments
Deal with the public / visitors / patients / contractors when visiting the hospital, helping with queries and directions regarding all areas of the hospital as well as any parking tasks
Raise work orders and allocate work priorities in accordance with departmental guidelines
Liaise with Trade Supervisors to ensure works are completed to deadlines
Issue Planned Preventative Maintenance (PPMs) work orders to the maintenance teams
Maintenance of archiving work order requests, completed work order job sheets and PPMs in accordance with procedures
Call out contractors for service to Trust equipment / infrastructure
Play an essential part in the event of any maintenance emergency
Communicate detailed responses to senior management and workforce team within the Site Services team e.g., mains failures, drain blockages and lift problems etc
For further details please see attached JD&PS. Job description
Job responsibilities
Site Services Customer Service Department
To support Management in the operation of the Welcome Desk, Estates Help Desk and Switchboard
Work with various software packages in relation to Estates and Parking and other software packages the Department use and associated Estates and Facilities Departmental procedures
Data input into various software packages for different areas of the department to meet departmental deadlines.
Receive telephone calls, e-mails and intranet calls from users / wards / departments / members of the public and transfer to the relevant people / departments
Receive emergency calls and put out bleep calls to relevant emergency care teams, deal with any alarms that come through to the team for things such as fire and lift entrapments
Deal with the public / visitors / patients / contractors when visiting the hospital, helping with queries and directions regarding all areas of the hospital as well as any parking tasks
Raise work orders and allocate work priorities in accordance with departmental guidelines
Liaise with Trade Supervisors to ensure works are completed to deadlines
Issue Planned Preventative Maintenance (PPMs) work orders to the maintenance teams
Maintenance of archiving work order requests, completed work order job sheets and PPMs in accordance with procedures
Call out contractors for service to Trust equipment / infrastructure
Play an essential part in the event of any maintenance emergency
Communicate detailed responses to senior management and workforce team within the Site Services team e.g., mains failures, drain blockages and lift problems etc
For further details please see attached JD&PS.
Person Specification
Knowledge and Experience
Essential

• Proficient in MS Office
• Demonstrable experience in a busy office environment
• Proven knowledge and understanding of Trust policies and procedures

Desirable

• Demonstrable experience in a large clinical setting
• Demonstrable MRI Planet experience
• Demonstrable Symbiotix experience

Qualifications
Essential

• GCSE's 9-4 (A-C) in Maths & English and level 2 in either business administration or related subject or equivalent demonstrable experience

Desirable

• High level of typing skills to OCR 11/111 standard

Aptitude and Abilities
Essential

• Ability to work on own initiative in a busy environment
• Good verbal and written communication skills
• Ability to develop and maintain good working relationships with colleagues at all levels of the organisation

Person Specification
Knowledge and Experience
Essential

• Proficient in MS Office
• Demonstrable experience in a busy office environment
• Proven knowledge and understanding of Trust policies and procedures

Desirable

• Demonstrable experience in a large clinical setting
• Demonstrable MRI Planet experience
• Demonstrable Symbiotix experience

Qualifications
Essential

• GCSE's 9-4 (A-C) in Maths & English and level 2 in either business administration or related subject or equivalent demonstrable experience

Desirable

• High level of typing skills to OCR 11/111 standard

Aptitude and Abilities
Essential

• Ability to work on own initiative in a busy environment
• Good verbal and written communication skills
• Ability to develop and maintain good working relationships with colleagues at all levels of the organisation

Skills Required