People & Culture Help Desk Operator
Job Description
Job title: People & Culture Help Desk Operator
Company: NHS
Job description: The People & Culture Help Desk sits at the heart of the People Services Team here at East Kent. Providing first line support and excellent customer service to Trust colleagues, candidates and external customers. The Help Desk is contactable via phone or our incident reporting system and receives queries relating to workforce systems, recruitment, employee relations, payroll, e-Learning, wellbeing, staff benefits and much more. Working closely as a team to achieve targets and meet KPIs, supporting the resolution of a variety of questions or escalating more complex queries to second line teams. This role is a great introduction to the NHS and People & CultureThe Help Desk is committed to supporting positive culture and wellbeing and are able to signpost and offer advice or assistance for many aspects or your physical, mental health and wellbeing needs.Main duties of the jobThe People & Culture Help Desk provides the Trust with a single point of contact for all People related queries. The team provide access to and maintain the Employee Staff Record (ESR), Rostering and Expenses systems, assist candidates with pre-employment checks, signpost to policies and toolkits, update e-learning, respond to reference requests, support with the administration of honorary contracts and clinical attachments and support with pay amendments. We have a wealth of knowledge to provide first line support to colleagues, prospective employees and other customers; as well as demonstrating first class customer service, ensuring queries are answered quickly or escalated to specialist teams; we make a difference to our people.About usWe are one of the largest hospital trusts in England, with five hospitals and community clinics serving a local population of around 800,000 people. Our vision is ‘great healthcare from great people’. Everything we do is guided by our values: ‘People feel cared for, safe, respected and confident that we are making a difference’. We have a new way of working at East Kent Hospitals, called ‘We care’. It’s about empowering frontline staff to lead improvements day-to-day. We’re looking for compassionate people to be part of our improvement journey for the patients, families and carers we care for every day.Please note that if you require a Certificate of Sponsorship to work in the UK you must declare this on your application form, even if you currently have a certificate of sponsorship or a work permit for another role and are already working in the country. Please note we are only able to sponsor candidates on a Skilled Worker Visa applying for roles Band 5 and above.Date posted27 September 2024Pay schemeAgenda for changeBandBand 3Salary£24,071 to £25,674 a year per annumContractPermanentWorking patternFull-timeReference number344-0072CORJob locationsKent and Canterbury HospitalEthelbert RoadCanterburyCT1 3NGJob descriptionJob responsibilitiesStrong written and verbal communication, digital literacy, to be goal oriented, have an eye for detail, self-motivated and enjoyment for working in a fast-paced team are skills required for this role. The post holder must also be able to work effectively under pressure to meet deadlines and also be resilient to deal with all queries confidently. So therefore, being able to prioritise your workload is important as day to day tasks can vary. Training on how to use our systems will be provided as part of your first 6 weeks within the team and there will be an expectation to participate in continuous service improvement and develop your own learning. Job descriptionJob responsibilitiesStrong written and verbal communication, digital literacy, to be goal oriented, have an eye for detail, self-motivated and enjoyment for working in a fast-paced team are skills required for this role. The post holder must also be able to work effectively under pressure to meet deadlines and also be resilient to deal with all queries confidently. So therefore, being able to prioritise your workload is important as day to day tasks can vary. Training on how to use our systems will be provided as part of your first 6 weeks within the team and there will be an expectation to participate in continuous service improvement and develop your own learning.Person SpecificationQualifications and TrainingEssential
- A-Levels or equivalent
Desirable
- Educated to degree level
- Level 5 or 7 CIPD Qualification ECDL, or other ICT qualification
Skills and ExperienceEssential
- 2 years’ experience of working within an administration role
- Previous experience of working within a customer service environment
- Highly computer literate with good keyboard skills, specifically Microsoft Office
- Good interpersonal skills, able to communicate sensitive information at all levels
- Ability to manage time effectively and work well under pressure
Desirable
- Previous NHS Experience
Personal/professional attributesEssential
- Honest
- Inclusive
- Respectful
- Ability to deal confidently with Confidential / Sensitive information
- Polite and tactful telephone manner
- Enjoyment of working in a busy office environment/work well under pressure.
Person SpecificationQualifications and TrainingEssential
- A-Levels or equivalent
Desirable
- Educated to degree level
- Level 5 or 7 CIPD Qualification ECDL, or other ICT qualification
Skills and ExperienceEssential
- 2 years’ experience of working within an administration role
- Previous experience of working within a customer service environment
- Highly computer literate with good keyboard skills, specifically Microsoft Office
- Good interpersonal skills, able to communicate sensitive information at all levels
- Ability to manage time effectively and work well under pressure
Desirable
- Previous NHS Experience
Personal/professional attributesEssential
- Honest
- Inclusive
- Respectful
- Ability to deal confidently with Confidential / Sensitive information
- Polite and tactful telephone manner
- Enjoyment of working in a busy office environment/work well under pressure.
Expected salary: £24071 – 25674 per year
Location: Canterbury
