Human Resources Service Desk Operator

Job summary

An exciting opportunity has arisen to join the Human Resources team at East Kent Hospitals University Foundation Trust. We are looking for an enthusiastic individual who is dynamic, resilient, has great communication skills, can-do attitude and is looking to flourish their career within HR.

EKHUFT is creating a brand-new team within HR which will be a one stop service where all colleagues across the Trust will be able to contact us with their queries. This is a brilliant opportunity to be a part of something new, exciting, and contemporary, helping put the new service desk at the forefront of the services the Human Resources department provide.

Working as a HR Service Desk Operator it will allow you to gain an in-depth knowledge into how HR as a whole operates and the role it plays into helping with the daily functional operations of a Trust.

Main duties of the job

• Provide a centralised HR service and act as the first point of contact for the HR department for sometimes complex enquiries from end users.
• Using persuasive or negotiation skills and resilience to provide 1st line support and advice. Analyse situations and information to identify and resolve a range of problems.
• Have strong communication skills, both written and verbal as you will use the commissioned HR system to communicate effectively with customers, ensuring they are fully informed of all queries and know the status of their call or system logged query.
• Monitor progress of calls, routing them elsewhere if the extension is engaged or not responding.
• Have attention to detail by detailing all calls and queries with accurate content within the commissioned IT database
• Have a logical approach by receiving calls and queries via the help desk, knowing when to escalate to the relevant department.

About us

The organisation is currently launching its new improvement focus in the form of an improvement system called We Care. The We Care System is a fundamentally new model that the organisation will be shifting to, it champions empowerment, promotes innovation and will bolster the connection and collaboration of staff throughout the organisation.

The We Care System utilises a multi-layered approach to improvement allowing staff to develop and produce a variety of ideas to combat the issues and problems that have been identified. The system allows for the deployment of:

• Strategic Initiatives which are long term projects and focus led and driven by our executive
• Trust Priority Improvement Projects which are short term projects allocated to a range of project teams made up from our staff groups focusing on impacting our True North metrics and breakthrough objectives
• Ward Based OMS which delivers daily management and continuous improvement on the frontline