Job summary
- Main area
- Administration
- Grade
- Band 3
- Contract
- Bank - VISA Sponsorship not supported on the Bank
- Hours
- Full time
- Flexible working
- Job ref
- 367-Bank-Admin-Band3-9
- Employer
- Hertfordshire Partnership NHS Foundation Trust
- Employer type
- NHS
- Site
- Transport Department, Martinlea, Ashley Close, Hemel Hempstead, HP3 8BL
- Town
- Hemel Hempstead
- Salary
- £24,937 per annum pro rata
- Salary period
- Yearly
- Closing
- 20/10/2026 23:59
Employer heading
Bank, Band 3, Transport Helpdesk Operator - BB-2865
Band 3
Values Based Screener
At Hertfordshire Partnership Foundation Trust we are looking for people to join us who share our values and those of the NHS. Before your application can be considered please take part on our online values questionnaire, which you can find below. When you have finished you will be sent a 'completion code' by email, which will be valid for 6 months and required to submit your application form.
Job overview
We are currently seeking an experienced Administrator, at Band 3 to work within our Transport Services via a Bank Contract, based in Hemel. You will be joining our Temporary Staffing Team within HPFT - Hertfordshire Partnership University NHS Foundation Trust.
The role will be a Transport Helpdesk Operator - to receive, allocate and book patient transport journeys. You will liaise with our Drivers and clinical colleagues to ensure an efficient and cost-effective service is delivered for our service users.
HPFT provides services for service users with mental health, learning disability and children’s and adolescent mental health problems. Applicants should have some experience of working in a healthcare setting.
Main duties of the job
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.
Working for our organisation
Hertfordshire Partnership University NHS Foundation Trust (HPFT) is rated by the Care Quality Commission as an Outstanding provider of mental health and learning disability services. Feedback from our staff about working for the Trust is very positive and, in the NHS national staff survey, we regularly see a high percentage of staff saying their role makes a difference to our service users and that they would recommend the Trust as a place to work. Our people tell us they feel supported though a great development, wellbeing and work-life balance offer and a highly compassionate, values-driven culture. We are equally proud of our staff, who live our values of being welcoming, kind, positive, respectful and professional so that together we provide great care and great outcomes for our service users and carers.
Detailed job description and main responsibilities
· To assist with clerical duties e.g. the filing system within the Transport Services.
· To assist with Transport Administration duties (e.g. Journey Input data, Job quality verification, etc).
· To take responsibility for ensuring a cost-effective service, only booking journeys through external taxi companies when the in-house service is unable to complete the journey.
· To provide day to day telephone call/enquiry support, for the Transport Services managerial Staff.
· To operate and best manage the vehicle location system. To operate and deliver appropriate GPS information and translating that data to ensure effective transport service provision.
· To issue instruction via ‘palm top technology’ to drivers and other ‘contracted’ transport services.
· To carry our any clerical duties that is appropriate to helpdesk function.
· To have working knowledge of appropriate office equipment.
· To operate and deliver all aspects of the Transport Helpdesk.
· To operate and input all booking requests and allocate the most appropriate to user requirements.
· To undertake any other duties within the broad framework of this job description as may be delegated by Transport Management.
Please see JD attached for further information and responsibilities required
Person specification
QUALIFICATIONS/EDUCATION/TRAINING
Essential criteria
- GCSEs (or equivalent) in English and Mathematics at grade C/4 or above
Desirable criteria
- Customer service training or certification (e.g. Institute of Customer Service)
PREVIOUS EXPERIENCE
Essential criteria
- Familiarity with helpdesk operations, including logging and tracking service requests using digital systems
- Experience of using IT systems, including Microsoft Office
- Experience in a customer service role
- Experience handling high volumes of telephone and email enquiries in a professional and courteous manner
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- KAYLEIGH HAMMOND
- Job title
- Team Leader
- Email address
- [email protected]
- Telephone number
- 07971639506
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