Employment Services Helpdesk Administrator

Integrated Care System; St Helens; On-site; GBP 20,000 - 25,000; Full time

Job summary

The Integrated Care System is seeking an Employment Services Helpdesk Administrator to provide professional support within the employment services for NHS Doctors and Dentists in Training. The successful candidate will demonstrate strong customer service skills, manage enquiries, and support recruitment processes while upholding high standards of confidentiality and service quality. This part-time and full-time role offers a dynamic work environment within the NHS.

Qualifications

• Experience in administration or customer service environments.
• Ability to handle data processing and IT systems.
• Strong verbal and written communication skills.

Responsibilities

• Providing first contact resolution for stakeholder enquiries.
• Administrative support for onboarding and employment processes.
• Maintaining electronic personal files and data quality.

Skills

Customer Service

Data Processing

Communication

Organisation

Education

NVQ Level 3 in Administration

IT qualification (ECDL)

Customer Care NVQ

Job description

Go back Mersey and West Lancashire Teaching Hospitals NHS Trust

Employment Services Helpdesk Administrator

The closing date is 24 July 2025

1 x 30 hours, part time position and 1 x 37.5 hours, full time position available.

We are an experienced and award-winning Lead Employer (LE) employing c.12,500 Doctors and Dentists in Training across NHS England Regions including Northwest, The Midlands, East of England, Thames Valley, Southwest, Yorkshire & Humber and London & Southeast.

Established in 2010 we are responsible for the full employment life cycle for our Specialty colleagues in training. For more information: visit our website at https://leademployer.merseywestlancs.nhs.uk/

Resilience and self-motivation will be a major part of this role along with a flexible approachto effectively undertake the duties in a professional and efficient manner. With excellent timemanagement skills, the post holder will ensure that all stakeholders enquiries are dealt within 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 LE 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 Operations 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 stakeholders.

Interview Date - To Be Confirmed

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, NHES England Education 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.

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.

About us

Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 10,500 dedicated and skilled staff across 21 sites.

We strongly believe that the communities we serve should all have access to Five Star Patient Care.

Our services:

Acute Care

Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.

Primary Care

Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.

Community Services

Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.

Specialist Regional Services

We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.

Achievements:

• Rated Outstanding by CQC Inspection August 2018
• Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
• National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme

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

• NVQ Level 3 in administration or equivalent level of knowledge
• IT qualification i.e. RSA 2 or ECDL
• Customer Care NVQ

Experience

• Administration or customer service experience
• Experience of data processing/excel spreadsheets
• Experience in HR, Employment Services or recruitment
• Experience of working in a contact centre.

Knowledge, Skills and Abilities

• 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.
• 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
• Knowledge of HR policies and procedures

Qualities and Attributes

• 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.

Employer name

Mersey and West Lancashire Teaching Hospitals NHS Trust