Job Description

Join a fast-paced and dynamic environment where your attention to detail, communication skills, and customer focus will directly contribute to the smooth operation of critical facilities services. As a Hard FM Helpdesk Operative, you'll play a key role in ensuring service requests are efficiently logged, assigned, and tracked to meet compliance and service standards. Based at Royal Stoke Hospital, Newcastle Road, Stoke-on-Trent, Staffordshire, ST4 6QG, you'll be a vital part of the Hard FM team supporting healthcare operations and making a real impact. Join Sodexo and be part of something greater. You belong in a team where you can act with purpose and thrive in your own way.
What you'll do:

• Receive, log, and process service requests efficiently and accurately through our CAFM system.
• Assign preventive maintenance and reactive tasks to engineers and monitor their completion.
• Maintain Helpdesk inbox, manage queries, and escalate issues as necessary.
• Compile and provide monthly reports, statistics, and customer feedback to relevant departments.
• Use radio communication to dispatch and chase engineering jobs in real time.
• Liaise with teams to ensure Health & Safety protocols and Infection Control standards are upheld.
• Support compliance with Trust and company standards and contribute to contractual reporting.
• Be a proactive team member, attending meetings and stepping in where needed to maintain service delivery.

What you bring:

• Strong IT literacy, including Microsoft Office and Maximo or similar asset management system.
• Excellent customer service skills with the ability to handle complaints professionally.
• Ability to act independently and adapt quickly in a fast-changing environment.
• High attention to detail and a commitment to service quality and compliance.
• Emotional resilience and a positive, self-motivated approach.
• Effective communication and people skills, with an understanding of confidentiality and customer care.

If you're ready to be a key part of a supportive team in a meaningful and impactful role - apply now and help us deliver excellence in Hard FM services.
What we offer:
Working at Sodexo isn't just a job - it's a chance to make a difference every day. You'll be part of a supportive team, act with purpose, and thrive in a role where your work matters. We also offer a range of benefits to support you and your loved ones:

• Mental health and wellbeing resources
• Employee Assistance Programme (including financial/legal advice & personal support)
• Free health & wellbeing app with 24/7 virtual GP access
• Discounts on high street brands for you and your family
• Salary finance tools and financial wellbeing resources
• Retirement savings plan and life insurance
• Full training and protective uniform provided.
• Opportunities to gain experience through learning and development.
• Cycle to Work scheme & volunteering opportunities.
• Flexible working and a dynamic team environment
• Competitive pay

Ready to be part of something greater? Apply now and bring your energy, purpose, and passion to Sodexo.
We may close this advert early if we receive a high number of applications - so don't wait!
About Sodexo
At Sodexo, our purpose is to create a better every day for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services.
We are committed to being an inclusive employer. We are a forces friendly employer. We welcome and encourage applications from people with a diverse variety of experiences, backgrounds, and identities. We encourage our employees to get involved with our Employee Networks such as Pride, Sodexo Parents & Carers, Sodexo Disability, Ability network, So Together, Generations and Origins.
We're a Disability Confident Leader employer. We're committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.
Click here to read more about what we do to promote an inclusive culture.
Sodexo Disability, Ability network, So Together, Generations and Origins.
Attached documents
Salary 13.38 per hour
Frequency Hourly
Job Reference SDX/TP/1941226/147541/RS
Contract Type Permanent - Full Time
Closing Date 22 September, 2025
Job Category Facilities Management
Business Unit UK Healthcare - Frontline
Location Stoke on Trent, United Kingdom
No. of positions 1
Posted on 08 September, 2025

Skills Required