Workforce Systems Support Officer

Northumbria Healthcare NHS Foundation Trust; Newcastle upon Tyne; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

Northumbria Healthcare NHS Foundation Trust is recruiting a full-time Workforce Systems Support Officer to provide first-line support for ESR and Optima from the ESR Helpdesk, assisting managers and staff by telephone and email.

You will help ensure data quality and accurate staff records, work with recruitment, records and payroll, and gain understanding of both ESR and Rostering to keep the Workforce Systems running smoothly.

Qualifications

• ECDL or RSA III typing or equivalent experience.
• Thorough knowledge and experience of Microsoft Office packages, especially Excel and Word, email and internet.
• Ability to adapt computing skills to new software as required.

Responsibilities

• Provide first-line end user support for ESR/Optima via phone and email.
• Assist managers and staff with queries and data quality issues.
• Input and process information following procedures and protect data integrity.
• Collaborate with recruitment, records and payroll to maintain accurate staff records.

Skills

IT support

Data quality

Education

ECDL / RSA III typing or equivalent experience

Tools

Microsoft Office

Excel

Word

Email & Internet

Job description

Northumbria Healthcare NHS Foundation Trust

Workforce Systems Support Officer

The closing date is 08 November 2026

We have an exciting opportunity in the Workforce Systems Department for a full-time Workforce Systems Support Officer to join our ESR Helpdesk, whose main function will be to provide support (via telephone and email) to all managers and staff on the use of our workforce systems.

The systems we support in the ESR Team include the ESR (Electronic Staff Record) System and Optima (formerly HealthRoster).

Your role will be to provide day to day operational assistance to end users for ESR (Electronic Staff Record). We also work with our colleagues in recruitment, records and payroll to ensure the accurate upkeep of all staff records. We undertake data cleansing exercises to ensure quality, consistency, and accuracy, ensuring robust mechanisms are in place to protect the integrity of data within the Workforce Systems.

The ESR Team and Rostering Team work closely together, so it is expected that post holders gain an understanding of both systems to support the smooth running of the Workforce Systems Team.

Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.

Main duties of the job

Main duties of the job

• The role is a mixture of working within the team based at Cobalt and working from home, though due to the nature of the role it is predominantly office based.
• You will be acting as the first point of contact for the Workforce Systems Team, receiving phone calls, addressing emails and reports, and generally anything related to end user support.
• You will provide and receive complex information and where barriers to understanding exist due to the technical nature of the information you will need to assist end users on their understanding.
• You will need to effectively communicate, both orally and in writing, complex data quality issues with staff within and outside the Trust.
• A degree of empathy will be required when communicating to service users reasons why the systems are not performing as expected and impacting on services.
• You will input and process information in accordance with agreed procedures and/or processes.
• Responding to queries from customers and data providers.
• You will maintain the systems undertaking data cleansing/comparing data from different sources to ensure quality, consistency and accuracy.
• A professional and co-operative approach to all users is required when providing support.

About us

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality - opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn't, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read 'applicant guidance notes' before submitting your application.

Job responsibilities

To work in close collaboration with managers and staff to provide first line support, assisting staff with both straight forward and more complex queries.

Person Specification

Qualifications

• ECDL / RSA III typing or equivalent experience.

Experience

• Thorough knowledge and experience of Microsoft Office packages (in particular Excel and Word), e-mail and internet and the ability to adapt computing skills to new software as required.

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.

Address

Nortumbria House, Cobalt

Units 7&8, Silverfox Way, Cobalt Business Park

Units 7&8, Silverfox Way, Cobalt Business Park