Job overview
The Transport Helpdesk Operative works across the Transport Team to receive, allocate and book patient transport journeys. They liaise with our Drivers and clinical colleagues to ensure an efficient and cost-effective service is delivered for our service users.
This role requires a strong focus on customer service and attention to detail, as the Helpdesk Operative will act as the first point of contact for stakeholders to the Transport Services Team. The postholder will be expected to accurately log journey requests into the department databases, triage and prioritise issues according to urgency and service level agreements. Clear and courteous communication is essential, as is the ability to remain calm and efficient in a fast-paced environment.
The vacancy is for a role to work the following shift pattern:
Monday – Friday. 10:30am – 19:00pm.
Whilst we welcome all applications from all suitable candidates, unfortunately, we will not be offering sponsorship for this role.
Main duties of the job
Main duties and responsibilities:
- To assist with clerical duties e.g. the filing system within the Transport Services.
- To assist with Transport Administration duties (e.g. Journey Input data, Job quality verification, etc).
- To take responsibility for ensuring a cost-effective service, only booking journeys through external taxi companies when the in-house service is unable to complete the journey.
- To provide day to day telephone call/enquiry support, for the Transport Services managerial Staff.
- To operate and best manage the vehicle location system.
- To operate and deliver appropriate GPS information and translating that data to ensure effective transport service provision.
- To issue instruction via ‘palm top technology’ to drivers and other ‘contracted’ transport services.
- To carry our any clerical duties that is appropriate to helpdesk function.
- To have working knowledge of appropriate office equipment.
- To operate and deliver all aspects of the Transport Helpdesk.
- To operate and input all booking requests and allocate the most appropriate to user requirements.
- To undertake any other duties within the broad framework of this job description as may be delegated by Transport Management.
For more information on this post please view job description and person specification.
Detailed job description and main responsibilities
The Transport Helpdesk Operative works across the Transport Team to receive, allocate and book patient transport journeys. They liaise with our Drivers and clinical colleagues to ensure an efficient and cost-effective service is delivered for our service users.
This role requires a strong focus on customer service and attention to detail, as the Helpdesk Operative will act as the first point of contact for stakeholders to the Transport Services Team. The postholder will be expected to accurately log journey requests into the department databases, triage and prioritise issues according to urgency and service level agreements. Clear and courteous communication is essential, as is the ability to remain calm and efficient in a fast-paced environment.
Please see the attached job description and person specification.
Person specification
Skills
Essential
- Good working knowledge of IT systems, including Microsoft Office
- Excellent verbal and written communication skills, with the ability to handle telephone and email enquiries professionally and efficiently
- Strong customer service orientation, with the ability to remain calm, courteous, and solution-focused in a busy and sometimes pressured environment
- High level of accuracy and attention to detail when recording information and updating systems
- Ability to work in a high-pressured environment
- Excellent interpersonal skills, ability to work effectively with staff at all levels
Experience
Essential
- Familiarity with helpdesk operations, including logging and tracking service requests using digital systems
- Experience of using IT systems, including Microsoft Office
- Experience in a customer service role
- Experience handling high volumes of telephone and email enquiries in a professional and courteous manner
- Demonstrated ability to work effectively in a team environment, coordinating with colleagues and external service providers to resolve issues.
Qualifications
Essential
- GCSEs (or equivalent) in English and Mathematics at grade C/4 or above
- Customer service training or certification (e.g. Institute of Customer Service)
Desirable
- NVQ Level 2 or 3 in Business Administration, Customer Service, or a related field
WhatsApp job alerts
Get instant WhatsApp alerts for Band 3 roles in Hatfield
Create your Job Clerk account first. We'll collect your alert preferences during onboarding and help you turn on WhatsApp notifications for matching healthcare roles.
Applying for this NHS job
This advert is for Transport Helpdesk Operative with Hertfordshire Partnership University NHS Foundation Trust in Hatfield, East of England, England. It is listed as a Band 3 role. The advertised salary is £27,106 - £28,850 per annum pro rata (5% HCAS included). The contract type is Permanent. The application deadline is 26 Jul 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (10 Jul 2026) to decide whether this role fits your current NHS job search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
For more context, review related Job Clerk pages for the same profession, band or location where they exist, then use the application-support guides to tailor your statement and prepare for interview.