Transport Helpdesk Supervisor

The Helpdesk Supervisor will manage and lead the day-to-day function of the Transport Services Helpdesk.

The post holder will be required to undertake a range of duties, including:

Ensuring patient transport workloads are allocated efficiently in line with Trust procedures

• That planned journeys comply with internal budgetary requirements
• Managing phone enquiries and relaying messages to the Helpdesk Team and Drivers
• Ensuring the efficient planning of the driver schedules with the use of the internal planning system
• Coordinating and managing the Transport Helpdesk staff including performance management, attendance, training and annual leave
• Implementing any structural and system-based changes as necessary
• Leading on general enquiries
• Management of contractors reporting to site
• Preparation of reports
• General administration as required.

The successful candidate will participate in the on-call management rota as required and attend team meetings where necessary., * To administer the efficient operation of the Transport Helpdesk system, ensuing the correct number of users are assigned to work across a 7- day operation.

• Work flexibly to ensure all shifts are covered as requested by your line manager including colleagues' periods of absence.

• To support the team by providing Helpdesk support in periods of absence and high volume.

• To organise staff rotas and shift patterns, ensuring all annual leave is booked and taken within the required timeframe.

• Manage performance, training and attendance of the Helpdesk Team.

• To develop a mandatory and on-the-job training matrix, overseeing and advising on the training status of all staff members within the Transport Services Team, assisting with training needs where required.

• To provide day to day enquiry and escalation support for the Transport Services Staff.

• Effectively manage complaints raised by colleagues, service users, visitors and the public in an empathetic, and professional manner.

• To oversee the vehicle tracking system and transport planning system, making sure all journeys are planned in adherence to Trust policies and budgets.

• To take responsibility for ensuring a cost-effective service, directing the team to only booking journeys through external taxi companies when the in-house service is unable to complete the journey., The Helpdesk Supervisor will manage and lead the day-to-day function of the Transport Services Helpdesk.

The post holder will be required to undertake a range of duties, including:

Ensuring patient transport workloads are allocated efficiently in line with Trust procedures

The post holder will be required to demonstrate excellent organisational and interpersonal skills and manage enquiries in a positive and helpful manner, whilst continuing to manage their own workload., * GCSEs (or equivalent) in English and Mathematics at grade C/4 or above, * Customer service training or certification (e.g. Institute of Customer Service)

• NVQ Level 2 or 3 in Business Administration, Customer Service, or a related field
• OCR / RSA or other equivalent secretarial qualification., * Experience of managing a helpdesk system in a fast-paced environment.
• Previous line management experience
• Experience of using IT systems, including Microsoft Office
• Experience in a customer service role
• Experience in handling concerns and complaints to a successful conclusion
• 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.
• Experience in developing training matrixes

Desirable criteria

• Experience in working in Transport / Logistics, * 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 meet deadlines
• Ability to remain professional in a high-pressured environment
• Ability to successfully plan workloads for the team and themselves
• Excellent interpersonal skills, ability to work effectively with staff at all levels
• Ability to work as a team player in an office environment

Desirable criteria

• Understanding of confidentiality, data protection, and information governance principles

Hertfordshire Partnership University NHS Foundation Trust are one of just five mental health trusts to achieve an overall rating of 'Outstanding' from the Care Quality Commission. Our family of over 4,500 members of staff provide health and social care for people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Essex and Norfolk, delivering these services within the community and several inpatient settings. Everything is underpinned by choice, independence and equality, with our Trust values embedded throughout, HPFT supports people with mental ill health, learning disabilities and autism across Hertfordshire, Buckinghamshire, Norfolk and Essex. We employ around 4,500 people who deliver these services within the community and in inpatient settings. We also deliver a range of nationally commissioned specialist services including Tier 4 services for children and young people, perinatal services and medium and low secure learning disabilities services. We have operated as a NHS Foundation Trust since our authorisation in August 2007., The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.