East London NHS Foundation Trust

Customer Services Assistant

Information:

This job is now closed

Job summary

We are looking for two people to join us on a fixed term contract or secondment to help develop a customer focused helpdesk within People and Culture. It is an exciting opportunity to help shape the service and improve the experience of people in the Trust accessing People and Culture.

Main duties of the job

This is a varied and interesting role, and you will be responsible for providing advice and guidance to managers and staff on operational HR processes including professional registrations and visa renewals, family related leave, HR policies and procedures and dealing with general HR queries. The role remit also covers managing different HR mailboxes and a helpdesk.

Please remember to check with your Line Manager whether they will support a secondment if internal before submitting an application.

There are temporary positions until 31st March 2024

About us

Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations

Details

Date posted

20 October 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£27,948 to £29,468 a year Per annum

Contract

Fixed term

Duration

5 months

Working pattern

Full-time

Reference number

363-CP5718553

Job locations

Alie Street / Hybrid working

London

E1 8DE


Job description

Job responsibilities

As Customer Service Assistant will support and provide a comprehensive and effective customer focused helpdesk service within the People & Culture Team. This will involve helping callers both internal and external to organisation with general HR queries. The post holder will be responsible for ensuring all calls are answered in a prompt, polite and efficient manner The primary objective for the postholder is to ensure that:

A positive experience for all Helpdesk contacts

A professional and high-quality customer service experience.

An effective and timely resolution to all queries received through the helpdesk

Support to staff and external clients, ensuring that they are welcomed to the Trust.

Continuous support to the Customer Services Manager

Prioritising all calls in line with service procedures, escalating any calls of concern to the Customer Services Supervisor as appropriate.

Entering queries into the helpdesk system

Transferring of calls to other areas of People & Culture as required in line with service procedures

Job description

Job responsibilities

As Customer Service Assistant will support and provide a comprehensive and effective customer focused helpdesk service within the People & Culture Team. This will involve helping callers both internal and external to organisation with general HR queries. The post holder will be responsible for ensuring all calls are answered in a prompt, polite and efficient manner The primary objective for the postholder is to ensure that:

A positive experience for all Helpdesk contacts

A professional and high-quality customer service experience.

An effective and timely resolution to all queries received through the helpdesk

Support to staff and external clients, ensuring that they are welcomed to the Trust.

Continuous support to the Customer Services Manager

Prioritising all calls in line with service procedures, escalating any calls of concern to the Customer Services Supervisor as appropriate.

Entering queries into the helpdesk system

Transferring of calls to other areas of People & Culture as required in line with service procedures

Person Specification

Education/ Qualification/ Training

Essential

  • Good standard of written and spoken English
  • English GCSE or NVQ1

Experience

Essential

  • Computer literacy
  • Ability to priortise workload
  • Working as part of an administrative team
  • Experience of routine office administration including helpdesk duties

Knowledge and Skills

Essential

  • Ability to respond to e-mails and telephone call in a professional manner
  • Ability to work without the need for direct supervision
  • Experience of routine office duties

Desirable

  • Ability to search for information with a database (ESR)
  • Knowledge of HR policies
Person Specification

Education/ Qualification/ Training

Essential

  • Good standard of written and spoken English
  • English GCSE or NVQ1

Experience

Essential

  • Computer literacy
  • Ability to priortise workload
  • Working as part of an administrative team
  • Experience of routine office administration including helpdesk duties

Knowledge and Skills

Essential

  • Ability to respond to e-mails and telephone call in a professional manner
  • Ability to work without the need for direct supervision
  • Experience of routine office duties

Desirable

  • Ability to search for information with a database (ESR)
  • Knowledge of HR policies

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

East London NHS Foundation Trust

Address

Alie Street / Hybrid working

London

E1 8DE


Employer's website

https://www.elft.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

East London NHS Foundation Trust

Address

Alie Street / Hybrid working

London

E1 8DE


Employer's website

https://www.elft.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Recruitment & People Information Manager

Joanna Kujoth

Joanna.kujoth@nhs.net

Details

Date posted

20 October 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£27,948 to £29,468 a year Per annum

Contract

Fixed term

Duration

5 months

Working pattern

Full-time

Reference number

363-CP5718553

Job locations

Alie Street / Hybrid working

London

E1 8DE


Supporting documents

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