Helpdesk Supervisor

Sodexo France; Stoke-on-Trent; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading services company in the UK is seeking a Helpdesk Supervisor to ensure excellent patient experiences at Royal Stoke Hospital. The role involves managing workforce administration and the helpdesk operation, ensuring service improvements and effective communication with all stakeholders. The ideal candidate should have supervisory experience and be IT literate, especially in Microsoft Office. Competitive pay and numerous employee benefits are offered in this dynamic healthcare environment.

Benefits

Mental health and wellbeing resources

Employee Assistance Programme

Cycle to Work scheme

Qualifications

• Previous supervisory experience in a healthcare setting.
• Knowledge of IT systems related to helpdesk operations.
• Ability to handle sensitive information with confidentiality.

Responsibilities

• Manage workforce administration including payroll and leave.
• Operate helpdesk according to policies and procedures.
• Communicate with staff, patients, and relatives effectively.

Skills

Supervisory experience

IT literate with Microsoft Office

Excellent customer service

Strong interpersonal skills

Tools

Pro WFM

Carps

Traczo

Maximo

Job description

Job Description

Healthy outcomes start with positive patient experiences.

• 40.25 Hours a Week / 4 On 4 Off / 10am - 10pm / 6 Month Fixed Term Contract
• £14.03 per hour
• Uniform Provided / Access to Blue Light Card / Sodexo Benefits
• 20 Days Holiday per Year
• Location is Royal Stoke Hospital

Check your local transport links here: Plan Your Journey | Traveline - the destination you should input is: ST4 6QG

Please take the time to read the attached job description

Job Introduction

Healthy outcomes begin with great patient experiences.

As an Helpdesk Supervisor at Sodexo, based in Royal Stoke Hospital, you’ll play a key role in delivering a seamless and supportive experience for patients and visitors. You’ll be highly organised, an excellent communicator, and thrive in a dynamic healthcare environment. Our hospitals rely on skilled helpdesk professionals like you to keep things running smoothly behind the scenes. Join Sodexo and be part of something greater. You belong in a team where you can act with purpose and thrive in your way.

What you’ll do:

• Gain and maintain knowledge of hospital layout, service standards, equipment, and systems (e.g. Carps, Traczo, Maximo).
• Manage workforce administration including payroll updates via Pro WFM, annual leave, sickness, and exception handling.
• Recruit, onboard, train, and deliver mandatory monthly training and staff huddles.
• Carry out, review, and update risk assessments while promoting a safe working environment.
• Operate the Helpdesk in line with Trust policies, procedures, and service standards, implementing service improvements where required.
• Handle task allocation, data input, call logging, and ensure response times and requests meet service level agreements.
• Communicate effectively with staff, managers, patients, and relatives, including managing complaints and difficult or emotional situations.
• Maintain professional working relationships, attend meetings, complete records, and support service continuity by assisting colleagues as needed.

What you bring:

• Supervisory experience
• Act as an ambassador for the company values at all times.
• Work effectively as part of a team to support and develop service delivery.
• IT literate with working knowledge of Microsoft Word, Excel, and Outlook.
• Deliver excellent customer service, including confident and professional complaints handling.
• Demonstrate initiative and adapt quickly to change in a fast‑paced environment.
• Maintain strict confidentiality and handle sensitive information appropriately.
• Communicate effectively with strong listening and interpersonal skills.
• Show high levels of accuracy, attention to detail, and self‑motivation.
• Works well under pressure.

What we offer:

Working at Sodexo isn’t just a job — it’s a chance to make a difference every day. You'll be part of a supportive team, act with purpose, and thrive in a role where your work matters. We also offer a range of benefits to support you and your loved ones:

• 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

Ready to be part of something greater? Apply now and bring your energy, purpose, and passion to Sodexo.

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.