Job summary 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 much more. Working closely as a team to achieve targets and meet KPIs, supporting the resolution of a variety of questions or escalating 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 are able to signpost and offer advice or assistance for many aspects or 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 provide access to and maintain the Employee Staff Record (ESR), Rostering and Expenses systems, assist candidates with pre-employment checks, signpost to policies and toolkits, update e-learning, respond to reference requests, support with the administration of honorary contracts and clinical attachments and support with pay amendments. We have a wealth of knowledge to provide first line support to colleagues, prospective employees and other customers; as well as demonstrating first class customer service, ensuring queries are answered quickly or escalated to specialist teams; we make a difference to our people. 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. Please note we are only able to sponsor candidates on a Skilled Worker Visa applying for roles Band 5 and above. Date posted 31 October 2024 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum Contract Permanent Working pattern Full-time Reference number 344-0072COR-B Job locations Kent and Canterbury Hospital Ethelbert Road Canterbury CT1 3NG Job description Job responsibilities Strong written and verbal communication, digital literacy, to be goal oriented, have an eye for detail, self-motivated and enjoyment for working in a fast-paced team are skills required for this role. The post holder must also be able to work effectively under pressure to meet deadlines and also be resilient to deal with all queries confidently. So therefore, being able to prioritise your workload is important as day to day tasks can vary. Training on how to use our systems will be provided as part of your first 6 weeks within the team and there will be an expectation to participate in continuous service improvement and develop your own learning. Job description Job responsibilities Strong written and verbal communication, digital literacy, to be goal oriented, have an eye for detail, self-motivated and enjoyment for working in a fast-paced team are skills required for this role. The post holder must also be able to work effectively under pressure to meet deadlines and also be resilient to deal with all queries confidently. So therefore, being able to prioritise your workload is important as day to day tasks can vary. Training on how to use our systems will be provided as part of your first 6 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 Essential A-Levels or equivalent Desirable Educated to degree level Level 5 or 7 CIPD Qualification ECDL, or other ICT qualification Skills and Experience Essential 2 years' experience of working within an administration role Previous experience of working within 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 Desirable Previous NHS Experience Personal/professional attributes Essential Honest Inclusive Respectful Ability to deal confidently with Confidential / Sensitive information Polite and tactful telephone manner Enjoyment of working in a busy office environment/work well under pressure. Person Specification Qualifications and Training Essential A-Levels or equivalent Desirable Educated to degree level Level 5 or 7 CIPD Qualification ECDL, or other ICT qualification Skills and Experience Essential 2 years' experience of working within an administration role Previous experience of working within 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 Desirable Previous NHS Experience Personal/professional attributes Essential Honest Inclusive Respectful Ability to deal confidently with Confidential / Sensitive information Polite and tactful telephone manner Enjoyment of working in a busy office environment/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 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name East Kent Hospitals University NHS Foundation Trust Address Kent and Canterbury Hospital Ethelbert Road Canterbury CT1 3NG Employer's website https://www.ekhuft.nhs.uk/patients-and-visitors/ (Opens in a new tab)