Job summary
An exciting opportunity has arisen for a dynamic and motivated person to join the Moorfields Eye Hospital Workforce Support Team, part of the wider HR department.
Workforce Support Team offer a customer facing, first line advisory service for line managers and staff on a wide range of subjects, including terms and conditions of service, pay issues, and general enquiries. The role also covers regulatory issues such as visa expiries and liaising with our large overseas workforce to ensure the Trust is compliant.
The role requires a great deal of attention to detail and accuracy in every aspect and successful candidates will need to offer a compassionate and caring attitude towards service users, often in difficult circumstances.
As a WSO, you will provide employees and managers across the Trust support and guidance on HR queries, as well as actioning transactional changes in ESR via the helpdesk.
You will also be responsible for monitoring, chasing and carrying out compliance checks for Fixed term contracts, Professional Registration, Right to Work and DBS.
You will build and maintain credible and productive relationships by working closely with specialist teams in the HR department, including; ER, e-Rostering, ESR Systems, L&D and Recruitment.
Main duties of the job
The Workforce Support Officer provides a high quality, efficient and responsive transactional and first line advisory service to Trust managers and staff.Providing advice and support on a range of transactional and operational issues across all areas of the Trust for non-medical workforce issues.The Workforce Services Officer is responsible for updating the Electronic Staff Record (ESR) for any approved changes to staff record and ensuring the correct authorization processes have been followed and is within the framework of the national terms and conditions for Agenda for Change.
Responding to staff queries about HR and HR systems via a helpdesk, phone calls and in person.
Actioning manager requests for changes to staff records in HR systems working to payroll deadlines.
Maintaining compliance for key compliance areas, DBS, Right to Work, Professional Registrations and Fixed Term Contract Expiries.
About us
At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
- Salary including High-Cost Area Supplement
- Opportunity to join the NHS Pension Scheme
- Free 24/7 independent counselling service
- Learning and development opportunities
- Easy and quick transport links
- A range of attractive benefits and discounts
- Access to Blue Light Card and other NHS Discount Schemes
- Free Pilates classes
- Full support and training to develop your skills
- Flexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
Job description
Job responsibilities
To be the main point of contact for staff members and line managers to access the services of the HR and workforce directorate.
Develop a detailed knowledge of workforce Standard Operating Procedures (SOPs) and be able to direct queries to a successful and complete resolution, by providing information and advice on a wide range of topics and issues across the directorates functions.
To work to the Trusts SOPs to resolve requests and when using Workforce Systems, taking care to implement key actions accurately and completely, aiming to meet operational target dates, deadlines and other priorities
To provide information and advice relating on application of the Standard Operating Procedures to other team members, work colleagues, managers and employees where this helps them deliver robust business outcomes.
To use language that is appropriate when providing advice and support helping customers to understand the systems and processes they are working to, helping them to gain knowledge, understanding and confidence in day to day actions.
To use customer interactions as opportunities to identify, suggest and implement changes to continuously improve efficiency and customer service and ensure SOPs are updated with processes for new requests.
To respond helpfully and efficiently to queries via the Helpdesk, telephone and video conferencing within agreed Service Level Agreements (SLAs). Where appropriate, using standard letters or responses
To be aware of GDPR guidelines and in every aspect of data management, consider the requirements of confidentiality and data security for all personal information, ensuring all communications are handled appropriately within Trust policy and guidelines and highlighting and potential data breaches for the attention of senior management.
To use the experience of colleagues and partners, continue to develop an understanding of the whole operation environment (legislation, policy and processes) that impact data management and the business outcomes for the Trust, managers and employees.
To work collaboratively with team members to provide a consistent customer experience and excellent service that maintains high levels of customer satisfaction.
Job description
Job responsibilities
To be the main point of contact for staff members and line managers to access the services of the HR and workforce directorate.
Develop a detailed knowledge of workforce Standard Operating Procedures (SOPs) and be able to direct queries to a successful and complete resolution, by providing information and advice on a wide range of topics and issues across the directorates functions.
To work to the Trusts SOPs to resolve requests and when using Workforce Systems, taking care to implement key actions accurately and completely, aiming to meet operational target dates, deadlines and other priorities
To provide information and advice relating on application of the Standard Operating Procedures to other team members, work colleagues, managers and employees where this helps them deliver robust business outcomes.
To use language that is appropriate when providing advice and support helping customers to understand the systems and processes they are working to, helping them to gain knowledge, understanding and confidence in day to day actions.
To use customer interactions as opportunities to identify, suggest and implement changes to continuously improve efficiency and customer service and ensure SOPs are updated with processes for new requests.
To respond helpfully and efficiently to queries via the Helpdesk, telephone and video conferencing within agreed Service Level Agreements (SLAs). Where appropriate, using standard letters or responses
To be aware of GDPR guidelines and in every aspect of data management, consider the requirements of confidentiality and data security for all personal information, ensuring all communications are handled appropriately within Trust policy and guidelines and highlighting and potential data breaches for the attention of senior management.
To use the experience of colleagues and partners, continue to develop an understanding of the whole operation environment (legislation, policy and processes) that impact data management and the business outcomes for the Trust, managers and employees.
To work collaboratively with team members to provide a consistent customer experience and excellent service that maintains high levels of customer satisfaction.
Person Specification
Education / Qualifications
Essential
- Prior training with one or more of the key workforce systems (ESR, HealthRoster, Kallidus). Please specify clearly on your application which of these systems you have experience with
Desirable
- CPP Qualification, diploma or equivalent experience
Experience
Essential
- Experience of working in an administrative role
Desirable
- Experience of working in in a customer service environment
- Experience of working with a Service Desk platform
- Experience in NHS/Public Sector
Knowledge
Essential
- Knowledge and experience of one or more workforce systems, and willingness to undertake further detailed training to become proficient in systems not previously used
- Proficient in the use of Microsoft Office, including Word, Excel, PowerPoint and standard keyboard skills
Desirable
- Knowledge of NHS terms and conditions
Person Specification
Education / Qualifications
Essential
- Prior training with one or more of the key workforce systems (ESR, HealthRoster, Kallidus). Please specify clearly on your application which of these systems you have experience with
Desirable
- CPP Qualification, diploma or equivalent experience
Experience
Essential
- Experience of working in an administrative role
Desirable
- Experience of working in in a customer service environment
- Experience of working with a Service Desk platform
- Experience in NHS/Public Sector
Knowledge
Essential
- Knowledge and experience of one or more workforce systems, and willingness to undertake further detailed training to become proficient in systems not previously used
- Proficient in the use of Microsoft Office, including Word, Excel, PowerPoint and standard keyboard skills
Desirable
- Knowledge of NHS terms and conditions
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.
