Job overview

The Helpdesk Operator is a vital frontline role within the Estates and Facilities Management Team at Chelsea and Westminster NHS Foundation Trust. Reporting to the Helpdesk and Administration Manager, the postholder will be responsible for receiving, recording, and processing a wide range of Estates-related service requests, ensuring that all communications—primarily via telephone, but also through email and other digital platforms—are handled promptly, professionally, and in line with agreed service standards.

This role requires a strong focus on customer service and attention to detail, as the Helpdesk Operator will act as the first point of contact for internal stakeholders across the Trust. The postholder will be expected to accurately log requests into the Trust’s CAFM system, triage and prioritise issues according to urgency and service level agreements, and liaise with Estates teams and external contractors to ensure timely resolution. Clear and courteous communication is essential, as is the ability to remain calm and efficient in a fast-paced environment.

Main duties of the job

·     Acts as the first point of contact for Estates-related service requests, routinely handling enquiries that require tact and persuasive skills to resolve concerns, clarify misunderstandings, and encourage cooperation from service users and contractors.

·     Accurately log, prioritise, and track service requests using the Trust’s CAFM system, ensuring compliance with agreed service level agreements (SLAs) and escalation protocols.

·     Responsible for entering and updating service request information, work orders, and feedback provided by engineers, contractors, and other staff into the Trust’s CAFM and reporting systems.

·     Liaise with Estates teams, contractors, and other stakeholders to coordinate timely responses to maintenance and facilities-related issues.

·     Maintains clear and tactful communication with service users, often required to persuade or reassure individuals who may be upset, confused, or resistant, and to overcome barriers to understanding (e.g., language, technical terms, or emotional distress).

Working for our organisation

Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award-winning clinics across North West London.

Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children’s services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.

We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.

We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.

The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you haven’t heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.

 Some roles may require weekend shifts at multiple sites.