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Helpdesk Administrator - Employment Services
NHS AfC: Band 3
Main area Administrative and Clerical Grade NHS AfC: Band 3 Contract Permanent Hours 22.5 hours per week (1 x 22.5 hours, part time position for 9 months cover FTE maternity leave) Job ref 096-7760658
Site Jubilee Court Town St Helens Salary £24,937 - £26,598 per annum Salary period Yearly Closing 08/03/2026 23:59 Interview date 11/03/2026
Job overview
1 x 22.5 hours, part time position for 9 months cover maternity leave.
We are an experienced and award-winning Lead Employer employing c.12,500 Doctors and Dentists in Training across NHS England Regions including Northwest, The Midlands, East of England, Thames Valley and London and Southeast. This model has been established since 2010 and we are responsible for the full employment life cycle for our Specialty Doctors in training.
The helpdesk administrator will provide a wide range of support and services to the resident Doctors and Dentists and colleagues in training. You will be required to demonstrate strong verbal/written communication skills and high attention to detail and accuracy along with taking personal responsibility for managing personal workload. You will support the delivery of high levels of customer service to all stakeholders both by dealing with queries raised during your daily Helpdesk phone shift and emails during administration time.
The post holder will ensure that the team is delivering a professional, efficient service to employees in training and the wider stakeholder group. You will support the delivery of a high-level service to all Lead Employers stakeholders, and require excellent communication skills, handling enquiries efficiently and providing excellent support, guidance, and advice in all aspects of the Lead Employer model.
* Interview will include a Test.
Main duties of the job
Main duties of the job
* 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.
* 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.
* 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.
Working for our organisation
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:
•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
Detailed job description and main responsibilities
The successful candidate will have administration or customer service experience. They will be able to demonstrate a flexible approach to effectively undertake your 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
Thank you for considering an application to work for Mersey West Lancashire NHS Trust. MWL is an exciting and forward-thinking NHS Trust who are one of the best places to work for in England.
Given sometimes we receive a high volume of applications to work for us, please be aware, that we may close a vacancy earlier than stated should a sufficient number of applications be received from which a shortlist can be confirmed. Therefore, you are advised to apply at your earliest convenience.
The Trust may contact you during the recruitment process for your feedback on your experience. We always aim for continuous improvement in our practice.
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.
If you are having difficulty completing an online application, or require any disability reasonable adjustments, to the application process, please contact Recruitment@merseywestlancs.nhs.uk
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.
The equality monitoring information you provide is used in the following situations: to review our recruitment practices; where a job is limited to a specific person to verify their eligibility to apply; and to offer disability reasonable adjustments to the recruitment process.
Certificate of Sponsorship
Following the recent update on UK immigration policy for those on a Health and Care Visa or Skilled Worker Visa, please click here to check your eligibility before applying for this post as we may be unable to provide sponsorship.
eVisa Update
For successful candidates on selected work and study visa routes, who have completed and paid for their applications will no longer receive a visa vignette in passport as evidence of their permission to enter the UK.
Instead, you will be issued with an eVisa only, which is accessed by creating a UKVI account.
Before travelling to the UK, we advise applicants to:
* Understand how to generate an eVisa share code
Disclosure and Barring Service Check
If this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 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.
Please note if applicable, applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment.
If you have not already done so, you are therefore encouraged to enrol for the DBS Update Service to which a small annual fee of £13 per year applies.
Flexible Working
We actively support flexible working patterns throughout MWL. Changes made to the NHS Terms and Conditions of Service Handbook mean that:
* All employees have the right to request flexible working from day one of employment.
* There is no limit on the number of requests they can make.
* Employees have the right to make requests, have them considered, regardless of the reason.
At Mersey and West Lancashire Teaching Hospitals NHS Trust, we will consider requests for flexible working. We would also encourage you to also discuss flexible working options at interview stage.
Working for Team MWL
Staff recognition is especially important to us; as well as performance reviews and appraisals, we recognise staff through Employee of the month. Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
The Trust is a non-smoking across all our sites. Failure to follow this rule could lead to disciplinary action. For more information, see the Smoke Free NHS website.
You will be expected to undertake the Trusts' commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults.
You must ensure that your application, including personal statements and behaviour examples, are truthful and factually accurate. Please note plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own.
The Trust will not accept applications which are found to be AI generated and will check all applications against AI detection software.
Additional Information
Before applying, we encourage you to review the Trusts Values and Behaviours which are We are KIND, We are OPEN, We are INCLUSIVE, which can be found here.
An applicant guide to help and support you with your application and what to expect during your recruitment journey can be accessed in the supporting documents.
Good luck with your application. We hope to welcome you to Team MWL very soon.
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