Customer Service Representative (Part Time - 20 Hours)

Customer Service Representative (CSR)
VINCI Facilities | Whiston Hospital
Part Time | 20 Hours Per Week | Permanent

VINCI Facilities is looking for a customer-focused and organised Customer Service Representative to join our Helpdesk team based at Whiston Hospital. This is an excellent opportunity to become part of a busy facilities management operation that supports Whiston Hospital and a number of additional healthcare sites across the region.

As the first point of contact for maintenance and facilities-related requests, you will play a key role in ensuring that repairs and service issues are logged accurately and directed to the appropriate teams, helping to maintain safe and operational healthcare environments.

The Role

Working as part of a 24/7, 365-day facilities helpdesk, you will handle incoming telephone calls and emails from hospital staff and stakeholders, logging maintenance requests and coordinating responses from operational teams. This is a varied and fast-paced role requiring excellent communication skills, attention to detail and the ability to remain calm under pressure.

Due to the nature of the service, flexibility is essential, with occasional support required outside of core shifts to meet business needs.

Shift Pattern

This role works a rolling two-week rota, totalling 20 hours per week:

Week 1

• Monday: 1:00pm - 6:00pm
• Tuesday: 1:00pm - 6:00pm
• Wednesday: 8:00am - 1:00pm
• Thursday: 1:00pm - 6:00pm

Week 2

• Monday: 8:00am - 1:00pm
• Wednesday: 1:00pm - 6:00pm
• Thursday: 8:00am - 1:00pm
• Friday: 1:00pm - 6:00pm

Key Responsibilities

• Act as the first point of contact for maintenance and facilities-related enquiries.
• Receive and process requests via telephone and email.
• Accurately log jobs onto the CAFM/helpdesk system.
• Prioritise and allocate work requests to relevant operational teams.
• Monitor job progress and provide updates to customers where required.
• Ensure service level agreements and response times are met.
• Maintain accurate records and generate reports when needed.
• Deliver a professional and customer-focused service at all times.

About You

We are looking for someone who enjoys helping people and thrives in a busy customer service environment. Experience within a helpdesk, contact centre, facilities management or administrative role would be advantageous, although full training will be provided.

You will have:

• Excellent communication skills, both written and verbal.
• Strong customer service skills and a professional telephone manner.
• Good IT skills, including experience using Microsoft Office applications.
• The ability to multitask and prioritise workloads effectively.
• High levels of accuracy and attention to detail.
• A flexible approach to working patterns and business requirements.
• A positive and proactive attitude with a willingness to learn.