Transport Helpdesk Operative

Transport Helpdesk Operative

The closing date is 26 July 2026

The Transport Helpdesk Operative works across the Transport Team to receive, allocate and book patient transport journeys. They liaise with our Drivers and clinical colleagues to ensure an efficient and cost effective service is delivered for our service users.

This role requires a strong focus on customer service and attention to detail, as the Helpdesk Operative will act as the first point of contact for stakeholders to the Transport Services Team. The postholder will be expected to accurately log journey requests into the department databases, triage, and prioritise issues according to urgency and service level agreements. Clear and courteous communication is essential, as is the ability to remain calm and efficient in a fast paced environment.

Shift pattern: Monday - Friday, 10:30 am - 7:00 pm.

Note: Sponsorship will not be offered for this role.

Main duties of the job

• Assist with clerical duties e.g. filing system within the Transport Services.
• Carry out transport administration duties (e.g. journey input data, job quality verification).
• Ensure a cost effective service, booking journeys through external taxi companies only when in house service cannot complete the journey.
• Provide telephone call/enquiry support for Transport Services managerial staff.
• Manage vehicle location system and deliver GPS information.
• Issue instructions via "palm top technology" to drivers and contracted transport services.
• Perform other helpdesk clerical duties as required.
• Operate all aspects of the Transport Helpdesk, including booking requests and allocations.
• Undertake any other duties within the scope of this job as delegated by Transport Management.

Person Specification Qualifications

• GCSEs (or equivalent) in English and Mathematics at grade C/4 or above.
• Customer service training or certification (e.g. Institute of Customer Service).
• NVQ Level 2 or 3 in Business Administration, Customer Service, or a related field.

Experience

• Familiarity with helpdesk operations, including logging and tracking service requests using digital systems.
• Experience using IT systems, including Microsoft Office.
• Experience in a customer service role handling high volumes of telephone and email enquiries.
• Demonstrated ability to work effectively in a team environment, coordinating with colleagues and external providers to resolve issues.

Skills

• Good working knowledge of IT systems, including Microsoft Office.
• Excellent verbal and written communication skills, with the ability to handle telephone and email enquiries professionally and efficiently.
• Strong customer service orientation, able to remain calm, courteous, and solution focused in a busy environment.
• High level of accuracy and attention to detail when recording information and updating systems.
• Ability to work in a high pressure environment.
• Excellent interpersonal skills, able to work effectively with staff at all levels.

Disclosure and Barring Service Check

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

Employer

Hertfordshire Partnership University NHS Foundation Trust

Location

Martinlea, Ashley Close, Bennett's End, Hemel Hempstead, HP3 8BL

Salary: £27,106 to £28,850 a year (per annum pro rata, 5% HCAS included).

Contract

Permanent

Working pattern

Full time