Job vacancy: Lead Employer Employment Services Helpdesk Administrator, Mersey and West Lancashire Teaching Hospitals NHS Trust, St Helens

Job summary

Main area: Administration
Grade: NHS AfC: Band 3
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 409-6373944

Employer: Mersey and West Lancashire Teaching Hospitals NHS Trust
Employer type: NHS
Site: Jubilee Court
Town: St Helens
Salary: £22,816 - £24,336 per annum
Salary period: Yearly
Closing: 08/07/2024 23:59
Interview date: 15/07/2024

Lead Employer Employment Services Helpdesk Administrator

NHS AfC: Band 3

Detailed job description and main 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 criteria

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 criteria

Customer Care NVQ

Knowledge and Experience

Essential criteria

Administration or customer service experience
Experience of data processing/excel spreadsheets

Desirable criteria

Experience in HR, Employment Services or recruitment
Experience of working in a contact centre

Skills

Essential criteria

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 criteria

Knowledge of HR policies and procedures

Other

Essential criteria

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

Transitional arrangements are in place for EU,EEA and Swiss Citizens following the UK's withdrawal from the EU. Should you this apply to you, you are advised to familiarise yourself with these arrangements to ensure you continue to have right to work in the UK and how to evidence that right in the future. Please see the document attached to this vacancy. This requirement does not apply to Irish citizens, who can continue to freely enter, live and work in the UK.

The Trust is a non-smoking site. Failure to follow this rule could lead to disciplinary action.

Please be aware, that we may close a vacancy earlier than stated, should a sufficient number of applications be received from which a shortlist can be confirmed therefore you are advised to apply at your earliest convenience. The Trust may contact you during the recruitment process for your feedback on your experience.

We actively cultivate a professional environment of fairness, equality, dignity, and respect for all individuals. We welcome individuals from all backgrounds and value the unique skills, perspective and experience you bring. We are grounded in the belief that diversity enhances our collective strength, fostering innovation and excellence within our workforce.

As a Disability Confident Leader, we commit to offering an interview to all disabled applicants who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.

If you are having difficulty completing an online application, or require any disability reasonable adjustments, to the application process, please contact [email protected]

We also commit to offering an interview to all armed forces veterans who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.

The Trust operates anonymous shortlisting where no personal information about you, including your name or personal details are shared with the recruiting manager. No equality information is shared at any time during the recruitment process with the recruiting manager or other people involved in the decision making process.

The equality monitoring information you provide is used in the following situations: to review our recruitment practices; where a job is limited to a specific person to verify their eligibility to apply; and to offer disability reasonable adjustments to the recruitment process.

Changes have been made to the NHS Terms and Conditions of Service Handbook which mean that:

All employees have the right to request flexible working from day one of employment.
There is no limit on the number of requests they can make.
Employees have the right to make requests, have them considered, regardless of the reason.

At Mersey and West Lancashire Teaching Hospitals NHS Trust, we will consider requests for flexible working.

Please be advised that the use of Artificial Intelligence on applications is monitored and if you choose to use this, you must declare this on your application form.