Job summary
1 x 37.5 hours permanent, full time
Lead Employer have a unique and exciting opportunity and seek to appoint a Helpdesk Administrator to work within the Helpdesk Team.
Resilience and self-motivation will be a major part of this role along with a flexible approach to effectively undertake the duties in a professional and efficient manner. With excellent time management skills, the post holder will ensure that all stakeholders enquiries are dealt with in an effective and respectful manner.
The ideal candidate will ensure that relationships are built and maintained with all stakeholders across a wide range of services provided within the Lead Employer model and adhering at all times to our standard operating procedures and departmental key performance indicators (KPI's).
The post holder will be working as part of the Employment Services team contributing to the delivery of a professional, efficient employment service to Trainees and the wider stakeholder group. You will support the delivery of high levels of customer service to all of Lead Employers stakeholders.
As a Helpdesk Administrator you will respond to enquiries received from stakeholders via telephone calls and emails. The Administrator will provide first contact resolution or be able to triage telephone enquiries and direct to the relevant specialist teams using our established ticketing system for which training will be given.
Interview date: 15th July 2024
Main duties of the job
As part of the Lead Employer Service, the Employment Services Helpdesk Administrator will support the provision of a professional, efficient and integrated employment services for Doctors and Dentists in Training (Trainees)
The Employment Services Helpdesk Administrator will support the delivery of high levels of customer service to all of Lead Employer's stakeholders including Trainees, Host Organisations, Health Education England Regions, Heads of School, Training Programme Directors and University representatives.
The Employment Services Helpdesk Administrator will be responsible for undertaking telephone calls and administration tasks to support the on boarding and employment processes for Trainees.
About us
The Secretary of State has approved the partnership between St Helens & Knowsley and Southport & Ormskirk Hospitals.
From 1st July we have come together as a single organisation under the name Mersey & West Lancashire Teaching Hospitals NHS Trust.
The Trust delivers acute hospital care, intermediate care, community, and primary care services to a population of over 600,000 people with a combined workforce of around 9000 dedicated and skilled staff from 17 locations including Whiston, Southport & Formby, St Helens, Ormskirk and Newton hospitals.
The Trust provides regional services for burns, plastic surgery and spinal injuries to more than 4 million people across Mersey and West Lancashire, Cheshire, the Isle of Man and North Wales.
Our Vision is to deliver 5 Star Patient Care:
- CAREthat is evidence based, high quality and compassionate
- SAFETY that is of the highest standards
- COMMUNICATION that is open, inclusive and respectful
- SYSTEMS that are efficient, patient centred and reliable
- PATHWAYS that are best practice and embedded, but also respect the individual needs of patients
Our achievements include:
- Trust rated Outstanding by CQC Inspection August 2018
- Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
- Awarded National Preceptorship Accreditation (2023) for our Nursing & AHP Preceptorship Programme
Please see our Wellbeing & Benefits booklet for more information on our staff benefits. Accessible version available upon request.
Job description
Job responsibilities
The successful candidate will have administration or customer service experience. They will be able to demonstrate a flexible approach to effectively undertake their duties and will also be a self-motivator and display commitment and resilience to ensure professional and efficient advice and support is provided at all times.
KEY DUTIES
- Answer telephone calls and respond to email enquiries, working within a customer focused environment, supporting the Lead Employer service.
- The Advisor will provide first contact resolution or be able to triage enquires and direct to the relevant team using our established ticketing system for which training will be given.
- Provide administrative support to the Lead Employer Service including the processing and recording of information, communications to key stakeholders and input into Lead Employer information systems.
- Support the Employment Services Team Leader to identify incoming communication themes.
- Ensure the Electronic personal files (EPF) are maintained and up to date.
- Work with the team to promote good practice and improved ways of working.
- Send out communications to stakeholders as required.
- You will be able to demonstrate a flexible approach to effectively undertake your duties.
- You will be a self-motivator and display commitment and resilience to ensure professional and efficient advice and support is provided at all times.
- Arrange meetings and events as required.
- Complete audits or surveys as required.
Advisory Services
- Provide basic advice regarding HR policies and procedures, legislation, and terms and conditions of employment including annual leave, special leave, maternity and recruitment procedures.
Policies and Procedures
- Ensure own work is in accordance with Trust policies and procedures, checking with others where necessary.
- Offer basic advice to Trainees and Foundation Dentists, and other key stakeholders.
- Comply with NHS recruitment procedures.
- Adhere to escalation procedures to ensure the timely processing of information.
- Contribute to the development and review of Lead Employer policies and procedures.
Customer Service
- Ensure that all enquiries are handled courteously, effectively, and efficiently, in line with agreed timescales.
- Refer complex queries to the relevant member of the Lead Employer service.
- Develop and maintain close working relationships with all Lead Employer stakeholders.
- Develop and maintain effective internal and external communication networks to support the delivery of the Lead Employer Service.
Data Processing and Management Information
- Enter accurate and timely data onto HR/Workforce/Recruitment information systems as directed ensuring data quality at all times.
- Ensure security of information in line with Records Management, Information Governance, Caldicott, Confidently and Data Protection policies
- Process the required data for trainees on the relevant systems.
- Ensure the provision of accurate and timely information as requested.
- Support the team in the achievement of the published performance standards and those contained within the service level agreements.
Service Improvement
- Contribute to the achievement of corporate objectives and the Lead Employer Service Level Agreement.
- Contribute to the continuous improvement in the efficiency and effectiveness of the Lead Employer Service.
- Work in partnership with colleagues to optimise opportunities for working collaboratively towards the provision of an integrated employment service.
- Undertake and participate in projects as required.
- Be responsible for own development, including attendance at mandatory training and continually keep up to date with changes to employment legislation and best practice.
CLINICAL & PROFESSIONAL RESPONSIBILITIES
- Adhere to the relevant codes of practice for the role within the NHS.
- Adhere to employment legislation including NHS Employment Check standards.
TEACHING & TRAINING RESPONSBILITIES
- Maintain own compliance with the Trusts mandatory and statutory training requirements.
- Demonstrate activities in own area to new staff.
- Develop skills and competencies of self through training and development activities, ensuring that progress is maintained, and future needs identified and actioned.
Job description
Job responsibilities
The successful candidate will have administration or customer service experience. They will be able to demonstrate a flexible approach to effectively undertake their duties and will also be a self-motivator and display commitment and resilience to ensure professional and efficient advice and support is provided at all times.
KEY DUTIES
- Answer telephone calls and respond to email enquiries, working within a customer focused environment, supporting the Lead Employer service.
- The Advisor will provide first contact resolution or be able to triage enquires and direct to the relevant team using our established ticketing system for which training will be given.
- Provide administrative support to the Lead Employer Service including the processing and recording of information, communications to key stakeholders and input into Lead Employer information systems.
- Support the Employment Services Team Leader to identify incoming communication themes.
- Ensure the Electronic personal files (EPF) are maintained and up to date.
- Work with the team to promote good practice and improved ways of working.
- Send out communications to stakeholders as required.
- You will be able to demonstrate a flexible approach to effectively undertake your duties.
- You will be a self-motivator and display commitment and resilience to ensure professional and efficient advice and support is provided at all times.
- Arrange meetings and events as required.
- Complete audits or surveys as required.
Advisory Services
- Provide basic advice regarding HR policies and procedures, legislation, and terms and conditions of employment including annual leave, special leave, maternity and recruitment procedures.
Policies and Procedures
- Ensure own work is in accordance with Trust policies and procedures, checking with others where necessary.
- Offer basic advice to Trainees and Foundation Dentists, and other key stakeholders.
- Comply with NHS recruitment procedures.
- Adhere to escalation procedures to ensure the timely processing of information.
- Contribute to the development and review of Lead Employer policies and procedures.
Customer Service
- Ensure that all enquiries are handled courteously, effectively, and efficiently, in line with agreed timescales.
- Refer complex queries to the relevant member of the Lead Employer service.
- Develop and maintain close working relationships with all Lead Employer stakeholders.
- Develop and maintain effective internal and external communication networks to support the delivery of the Lead Employer Service.
Data Processing and Management Information
- Enter accurate and timely data onto HR/Workforce/Recruitment information systems as directed ensuring data quality at all times.
- Ensure security of information in line with Records Management, Information Governance, Caldicott, Confidently and Data Protection policies
- Process the required data for trainees on the relevant systems.
- Ensure the provision of accurate and timely information as requested.
- Support the team in the achievement of the published performance standards and those contained within the service level agreements.
Service Improvement
- Contribute to the achievement of corporate objectives and the Lead Employer Service Level Agreement.
- Contribute to the continuous improvement in the efficiency and effectiveness of the Lead Employer Service.
- Work in partnership with colleagues to optimise opportunities for working collaboratively towards the provision of an integrated employment service.
- Undertake and participate in projects as required.
- Be responsible for own development, including attendance at mandatory training and continually keep up to date with changes to employment legislation and best practice.
CLINICAL & PROFESSIONAL RESPONSIBILITIES
- Adhere to the relevant codes of practice for the role within the NHS.
- Adhere to employment legislation including NHS Employment Check standards.
TEACHING & TRAINING RESPONSBILITIES
- Maintain own compliance with the Trusts mandatory and statutory training requirements.
- Demonstrate activities in own area to new staff.
- Develop skills and competencies of self through training and development activities, ensuring that progress is maintained, and future needs identified and actioned.
Person Specification
Qualifications
Essential
- NVQ Level 3 in administration and/or equivalent qualification and/or equivalent experience
- IT qualification i.e. RSA 2 or ECDL and/or equivalent qualification and/or equivalent experience
Desirable
Knowledge and Experience
Essential
- Administration or customer service experience
- Experience of data processing/excel spreadsheets
Desirable
- Experience in HR, Employment Services or recruitment
- Experience of working in a contact centre
Skills
Essential
- The ability to present data in an informative and user friendly format
- Excellent written and verbal communication skills
- Ability to use initiative
- Ability to maintain strict confidentiality
- The ability to manage own workload and prioritise
- Attention to detail, e.g. data input
- The ability to work in a busy environment and to strict deadlines
- Confident to handle queries from all levels or staff
- Effective organisational skills
- Able to demonstrate a good understanding and working knowledge of I.T systems including Word, Excel, and databases.
Desirable
- Knowledge of HR policies and procedures
Other
Essential
- Self-motivated
- Willingness to learn
- Flexible attitude to work
- Ability to work alone or as part of a team
- Occasional requirements to travel to fulfil requirements of the role
Person Specification
Qualifications
Essential
- NVQ Level 3 in administration and/or equivalent qualification and/or equivalent experience
- IT qualification i.e. RSA 2 or ECDL and/or equivalent qualification and/or equivalent experience
Desirable
Knowledge and Experience
Essential
- Administration or customer service experience
- Experience of data processing/excel spreadsheets
Desirable
- Experience in HR, Employment Services or recruitment
- Experience of working in a contact centre
Skills
Essential
- The ability to present data in an informative and user friendly format
- Excellent written and verbal communication skills
- Ability to use initiative
- Ability to maintain strict confidentiality
- The ability to manage own workload and prioritise
- Attention to detail, e.g. data input
- The ability to work in a busy environment and to strict deadlines
- Confident to handle queries from all levels or staff
- Effective organisational skills
- Able to demonstrate a good understanding and working knowledge of I.T systems including Word, Excel, and databases.
Desirable
- Knowledge of HR policies and procedures
Other
Essential
- Self-motivated
- Willingness to learn
- Flexible attitude to work
- Ability to work alone or as part of a team
- Occasional requirements to travel to fulfil requirements of the role
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.
