Customer Service Represenative

Job Introduction

Healthy outcomes start with positive patient experiences.

• 37.5 Hours / 5 over 7 days
• £12.92 per hour
• Uniform / Blue Light Card / Sodexo Perks
• Location is Colchester Hospital

Check your local transport links here: Plan Your Journey Traveline - the destination you should input is: CO4 5JL

Please take the time to read the attached job description

Job Introduction

Healthy outcomes start with positive patient experiences.

We are looking for a customer-focused and organised Customer Services Representative to join our Facilities team at Sodexo, Colchester Hospital. Acting as the first point of contact for service users, you will play a vital role in ensuring enquiries, service requests and operational issues are handled efficiently and professionally. Working within a busy Helpdesk environment, you will coordinate requests, maintain accurate records and support the delivery of high-quality facilities, transport and portering services. This is an excellent opportunity for someone who enjoys working with people, solving problems and delivering outstanding customer service in a fast-paced environment.

Join Sodexo and be part of something greater. You belong in a team where you can act with purpose and thrive in your own way.

What You'll Do:

• Act as the first point of contact for customer enquiries and service requests via telephone, email and digital systems.
• Log, prioritise and dispatch work requests accurately using Helpdesk and facilities management systems.
• Monitor service requests and follow up to ensure timely completion within agreed service levels.
• Record and maintain accurate customer, patient and service information within relevant databases.
• Provide administrative support including handling correspondence, filing, distributing mail and managing telephone enquiries.
• Support the coordination of portering and transport services, ensuring requests are communicated and actioned effectively.
• Maintain daily dispatch registers and monitor outstanding activities to ensure service continuity.
• Liaise with colleagues, contractors and external partners to facilitate efficient service delivery.
• Handle complaints and enquiries sensitively, professionally and in accordance with established procedures.
• Promote a positive customer experience and build effective working relationships across the organisation.
• Support continuous improvement initiatives and contribute to achieving departmental performance objectives.
• Maintain compliance with health and safety, governance, data quality and organisational policies.
• Provide operational support as a Driver/Porter when required in emergency or exceptional circumstances.

What You Bring:

• Experience working within a customer service or customer-focused environment.
• Strong communication and interpersonal skills with the ability to build positive relationships with customers and colleagues.
• Excellent organisational skills and the ability to prioritise workload effectively in a busy environment.
• Confidence using IT systems, databases and Microsoft Office applications.
• A professional, calm and approachable manner, particularly when managing challenging situations.
• Strong attention to detail and a commitment to maintaining accurate records.
• Ability to work collaboratively as part of a team while also using your own initiative.
• A proactive approach to problem-solving and continuous improvement.
• Flexibility to work shifts and provide additional support when required.
• Reliability, responsiveness and a commitment to delivering excellent customer service.

Desirable

• Experience working within an NHS, healthcare or hospital environment.
• Customer Service qualifications (e.g., NVQ in Customer Service).
• Understanding of facilities, helpdesk or service coordination operations within a healthcare setting.

What we offer:

• Mental health and wellbeing resources
• Employee Assistance Programme (including financial/legal advice & personal support)
• Free health & wellbeing app with 24/7 virtual GP access
• Discounts on high street brands for you and your family
• Salary finance tools and financial wellbeing resources
• Retirement savings plan and life insurance
• Full training and protective uniform provided.
• Opportunities to gain experience through learning and development.
• Cycle to Work scheme & volunteering opportunities.
• Flexible working and a dynamic team environment
• Competitive pay

We may close this advert early if we receive a high number of applications - so don't wait!

About Sodexo

At Sodexo, our purpose is to create a better every day for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services.

We are committed tobeingan inclusive employer. We are a forces friendly employer. We welcome and encourage applications from people with a diverse variety of experiences, backgrounds, and identities. We encourage our employees to get involved with our Employee Networks such as Pride, Sodexo Parents & Carers, Sodexo Disability, Ability network, So Together, Generations and Origins.

We're a Disability Confident Leader employer. We're committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.

Click here to read more about what we do to promote an inclusive culture.

Sodexo Disability, Ability network, So Together, Generations and Origins.