Job requirements
Essential
7 listedRequirements the employer expects applicants to meet.
- Experience
Experience of working in a customer service or administrative role
- Experience
Experience of handling enquiries via telephone, email or digital systems
- Knowledge and Skills
Good communication and interpersonal skills
- Knowledge and Skills
Ability to prioritise workload and work under pressure
- Knowledge and Skills
Accurate data entry and attention to detail
- Training and Qualifications
Good standard of general education (GCSEs or equivalent, including English and Maths)
- Training and Qualifications
IT literacy (e.g. Microsoft Office systems)
Desirable
6 listedAdditional qualities the employer would prefer.
- Experience
Experience within an Estates & Facilities or NHS environment
- Experience
Experience of using helpdesk or CAFM systems
- Knowledge and Skills
Understanding of Hard FM and Soft FM services
- Knowledge and Skills
Problem-solving skills and ability to use initiative
- Training and Qualifications
NVQ Level 2/3 in Business Administration or Customer Service (or equivalent)
- Training and Qualifications
Relevant helpdesk or CAFM system training
Job overview
We are looking for an organised and customer-focused EFM Helpdesk Administrator/ Operator to join our Estates and Facilities team. As the first point of contact for Estates and Facilities service requests, you will receive, accurately record and prioritise enquiries relating to both Hard and Soft Facilities Management services.
Working in a busy central helpdesk environment, you will liaise with clinical and non-clinical colleagues, internal service teams and external contractors. You will allocate and monitor jobs, provide progress updates, escalate urgent issues appropriately and maintain accurate records on the Trust’s helpdesk system.
The successful applicant will have excellent communication and administrative skills, strong attention to detail and the ability to manage competing priorities. Experience in a customer service or administrative role is essential, while previous experience within an NHS, Estates and Facilities or helpdesk environment would be advantageous.
This is an important role supporting the safe, responsive and effective delivery of services across the Trust.
Main duties of the job
The EFM Helpdesk Operator provides a responsive and customer-focused helpdesk service, acting as the first point of contact for Estates and Facilities enquiries across the Trust.
You will receive, record and prioritise service requests, allocate jobs to the appropriate teams or contractors, monitor progress and provide timely updates to service users.
The role requires effective communication, accurate record keeping and the ability to manage competing priorities while supporting the delivery of safe and efficient Estates and Facilities services.
Key responsibilities include:
- Receiving and logging Estates and Facilities service requests.
- Prioritising and allocating jobs to internal teams or external contractors.
- Monitoring requests through to completion and escalating urgent issues where required.
- Providing professional and timely updates to service users.
- Maintaining accurate records on the Trust helpdesk system.
- Supporting the effective delivery of Estates and Facilities services across the Trust.
Detailed job description and main responsibilities
Please refer to the attached job description for the full details on the responsibilities and person specification
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Applying for this NHS job
This advert is for EFM Helpdesk Administrator/ Operator with Kent and Medway Mental Health NHS Trust in Maidstone, England. It is listed as a Band 3 Estates and facilities role. The advertised salary is £25,760 - £27,476 per annum. The contract type is Permanent. The application deadline is 23 Oct 2026.
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