About this role
Job summary
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 Helpdesk Administrator role is within abusy, high volume helpdesk environment, where handling stakeholder telephone calls is a primary responsibility,managing a high volume of inbound calls as part of a phone rota, alongside responding to email enquiries.
The Helpdesk Administrator role requires a strong customer-focused approach with an emphasis on first-contact resolution, to resolve stakeholder queries where possible, accurately record information, and triage or escalate complex issues to specialist teams in line with agreed processes.
In addition, to call handling duties, the Helpdesk Administrator role includes administrative duties to support the effective running of the Helpdesk, ensuring all follow-up actions and email queries are responded to accurately and in a timely manner.
The Helpdesk Administrator must have excellent communication skills, resilience in a fast-paced call-handling environment, attention to detail, and the ability to manage workload effectively are essential.
The Helpdesk Administrator will contribute to delivering a professional and efficient service to doctors, dentists, colleagues in training and the wider stakeholder group, supporting all aspects of the Lead Employer model.
Main duties of the job
The Helpdesk Administrator will provide first contact resolution where possible or accurately triage enquiries and direct them to the appropriate specialist teams using the established ticketing system (training will be provided). Enquiries will be handled professionally, with clear communication and a focus on delivering timely and effective solutions.
Alongside extensive call handling, the role includes a range of administrative duties to support onboarding and employment processes. This includes processing and recording information in ESR, maintaining electronic personnel files (EPF), producing absence reports, taking meeting minutes and other administration tasks as required.
The Helpdesk Administrator will work collaboratively with Helpdesk Team Leader, Manager and rest of the helpdesk team the team to promote good practice, improved ways of working, identify themes and trends within incoming calls to provide feedback to the communications team.
The Employment Services Helpdesk Administrator will be responsible for undertaking telephone calls and administration tasks to support the on boarding and employment processes for doctors, dentists, colleagues in training.
About us
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 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, freeing up space for more unwell patients. 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:
o Rated Outstanding by CQC Inspection August 2018
o Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
Job description Job responsibilities
Work within abusy, highvolume helpdesk environment, where handling stakeholder telephone calls is a primary responsibility.
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
NVQ Level 3 in administration or equivalent level of knowledge IT qualification i.e. RSA 2 or ECDL
Desirable
Customer Care NVQ
Experience Essential
Administration or customer service experience Experience of data processing/excel spreadsheets
Desirable
Experience in HR, Employment Services or recruitment Experience of working in a contact centre.
Knowledge, Skills and Abilities Essential
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
Knowledge of HR policies and procedures
Qualities and Attributes Essential
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 details Employer name Mersey and West Lancashire Teaching Hospitals NHS Trust
Address Jubilee Court
Waterside
St Helens
WA9 1TT
United Kingdom
Employer's website https://www.merseywestlancs.nhs.uk/ (Opens in a new tab)