Vacancy
096 Mersey and West Lancashire Teaching Hospitals NHS Trust.
Working Hours
1 x 22.5 hours, part time position for 7 months covering maternity leave.
Full days: Monday 7.5 hours, Tuesday 7.5 hours, Friday 7.5 hours.
Role Overview
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, requiring excellent communication skills, handling enquiries efficiently and providing excellent support, guidance, and advice in all aspects of the Lead Employer model.
Key Duties
* Provide first contact resolution or triage telephone enquiries and direct to the relevant specialist teams using the established ticketing system (training will be given).
* Answer telephone calls and respond to email enquiries, supporting the Lead Employer service.
* Provide administrative support to the Lead Employer Service, including processing and recording information, communications to key stakeholders and input into Lead Employer information systems.
* Support the Employment Services Team Leader to identify incoming communication themes.
* Ensure Electronic Personal Files (EPF) are maintained and up to date.
* Promote good practice and improved ways of working with the team.
* Send out communications to stakeholders as required.
* Arrange meetings and events as required.
* Complete audits or surveys as required.
* Provide basic advice regarding HR policies, procedures, legislation, and terms and conditions of employment, including annual leave, special leave, maternity and recruitment procedures.
* Ensure work is in accordance with Trust policies and procedures.
* 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.
* Ensure 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.
* Enter accurate and timely data onto HR/Workforce/Recruitment information systems and ensure data quality at all times.
* Ensure security of information in line with Records Management, Information Governance, Caldicott, Confidentiality and Data Protection policies.
* Process required data for trainees on the relevant systems.
* Ensure provision of accurate and timely information as requested.
* Support the team in achievement of published performance standards and SLAs.
* Contribute to the achievement of corporate objectives and the Lead Employer Service Level Agreement.
* Contribute to continuous improvement in efficiency and effectiveness of the Lead Employer Service.
* Work in partnership with colleagues to optimize opportunities for integrated service provision.
* Undertake and participate in projects as required.
* Maintain own development, including mandatory training and staying current on employment legislation and best practice.
* Adhere to relevant codes of practice and employment legislation, including NHS Employment Check standards.
Qualifications & Experience
* Administration or customer service experience.
* Strong verbal and written communication skills.
* High attention to detail and accuracy.
* Self‑motivated, committed and resilient to provide professional and efficient advice and support.
Closing Date
This advert closes on Monday 4 May 2026.
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