East Kent Hospitals University NHS Foundation Trust
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 more. Working closely as a team to achieve targets and meet KPIs, we support the resolution of a variety of questions or escalate more complex queries to second line teams. This role is a great introduction to the NHS and People & Culture.
The Help Desk is committed to supporting positive culture and wellbeing and can signpost and offer advice or assistance for many aspects of your physical, mental health, and wellbeing needs.
Main Duties of the Job
The People & Culture Help Desk provides the Trust with a single point of contact for all people-related queries. The team maintains the Employee Staff Record (ESR), Rostering and Expenses systems, assists candidates with pre-employment checks, signposts to policies and toolkits, updates e-learning, responds to reference requests, supports the administration of honorary contracts and clinical attachments, and assists with pay amendments. We provide first line support to colleagues, prospective employees, and other customers, demonstrating first-class customer service to ensure queries are answered quickly or escalated to specialist teams.
About Us
We 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. We are only able to sponsor candidates on a Skilled Worker Visa applying for roles Band 5 and above.
Job Responsibilities
Strong written and verbal communication, digital literacy, goal orientation, attention to detail, self-motivation, and enjoyment of working in a fast-paced team are essential skills for this role. The post holder must also work effectively under pressure to meet deadlines and be resilient to handle queries confidently. Prioritizing your workload is important as day-to-day tasks can vary. Training on how to use our systems will be provided during your first six weeks within the team, and there will be an expectation to participate in continuous service improvement and develop your own learning.
Person Specification
Qualifications and Training
* A-Levels or equivalent
* Educated to degree level
* Level 5 or 7 CIPD Qualification, ECDL, or other ICT qualification
Skills and Experience
* 2 years' experience of working within an administration role
* Previous experience in 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
* Previous NHS experience
Personal/Professional Attributes
* Inclusive
* Respectful
* Ability to deal confidently with confidential/sensitive information
* Polite and tactful telephone manner
* Enjoyment of working in a busy office environment and ability to work well under pressure
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and as such, a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) will be necessary to check for any previous criminal convictions.
#J-18808-Ljbffr