Healthcare Helpdesk Specialist: First-Contact Support

The Helpdesk Administrator will work with the Helpdesk Team Leader, Manager, and wider Helpdesk Team to deliver a high-quality support service to doctors, dentists, colleagues in training, and Lead Employer stakeholders. The role is within a busy, high-volume helpdesk environment, handling stakeholder telephone calls and a high volume of inbound calls as part of a phone rota, alongside responding to email enquiries. It requires a strong customer-focused approach with an emphasis on first-contact resolution, accurate recording, and triage or escalation of complex issues to specialist teams in line with agreed processes.

Main duties of the job:

• Answer telephone calls and respond to email enquiries, working within a customer focused environment, supporting the Lead Employer service.
• Provide first-contact resolution or triage enquiries 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 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.
• Demonstrate a flexible approach to effectively undertake duties.
• Be a self-motivator and display commitment and resilience to ensure professional and efficient advice and support at all times.
• Arrange meetings and events as required.
• Complete audits or surveys as required.

Detailed job description and main responsibilities:

• Handle stakeholder telephone calls and provide first contact resolution or triage inquiries to specialist teams.
• Manage onboarding and employment processes, including processing and recording information in ESR, maintaining electronic personnel files, producing absence reports, and taking meeting minutes.
• Collaborate with the Helpdesk Team Leader, Manager and team to promote good practice, identify themes and trends in incoming calls, and provide feedback to the communications team.
• Support the on-boarding and employment processes for doctors, dentists, colleagues in training.

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 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.
• Ensure security of information in line with Records Management, Information Governance, Caldicott, Confidentiality 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 published performance standards and service level agreements.

Service Improvement:

• Contribute to the achievement of corporate objectives and the Lead Employer Service Level Agreement.
• Contribute to 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 keeping 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 Responsibilities:

• 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.

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 of 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.

Equality, Diversity and Inclusion:

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. We welcome all applications irrespective of people’s race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under-represented groups. 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. 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.