Switchboard and Helpdesk Operative



From £10.03 per hour Full Time Contact: Human Resources Reference: 731823402

Switchboard / Helpdesk Operative

Location: Forth Valley Royal Hospital, Larbert FK5 4WR

Various shift patterns available: 26.3 6 on 8 off (nights)

                                                     30-hour flexible hours 5 over 7

 37.5 flexible hours 5 over 7

 28.5 flexible hours 5 over 7


Salary: £10.03 PH + Enhancements

Permanent and 3 month FTC contracts available


An exciting recruitment opportunity has arisen within Serco for a Switchboard and Helpdesk Operative to work within Forth Valley Royal Hospital. This role will provide a helpful and professional Switchboard and Helpdesk service in line with NHS Forth Valley and Serco requirements in order to maintain a safe and helpful hospital environment.

You will be required to receive, direct and inform callers projecting a professional, polite image at all times. The area will deal with all incoming telephone calls to site and all helpdesk requests—this generates around 750,000 calls per year.

You will be required to participate as a full member of the team, through supporting and carrying out training, working flexibly as required to cover other colleagues within the department which may include night shift cover.

The role will involve providing first line of response in event of a major incident and be competent in dealing with emergency and other high-pressured situation in a calm and rationale manner. You may be required to deal with conflicting priorities as situation arise and call traffic volume.


What you’ll need to do the role

You will have extensive communication with patients, visitors, NHS Forth Valley and Serco staff and will require to provide routine information such as directing to correct personnel and extensions, locating appropriate person etc.

Strong communication and organisational skills are essential foe this role alongside holding good administrative and IT skills, and  quickly navigate around new systems.


Why Serco?

Meaningful and vital work: Working within soft services at Serco means that you’ll play a critical role in ensuring that patients continue to receive the care they need 24/7.

A world of opportunity: It takes a diverse team to support a hospital and we’re big on internal progression. So, whether you specialise your skills, progress into team management or move into operations, you’ll find all the opportunity you need to evolve your career.

Great people: Hospitals are busy places and you will find yourself interacting with staff, patients, visitors and of course your supportive team. You will be a significant part of the hospital.


What we offer

Up to 6% contributory pension scheme.

Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships.

The chance to make a positive difference to the wider public.

Interesting, varied and enjoyable work.

A company that recognises your contribution.





About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 



Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 


At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident level 3 employer and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. 


At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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