Workforce Support Officer

Job Title: Workforce Support Officer

Starting: ASAP

Duration: Ongoing

Hours: Monday - Friday, 9 - 5

Location: Old Street, North London

Pay: £13.50 to £14.50 paye per hour

£14.50 to £16 paye inclusive per hour

£16.50 to £17.50 umbrella per hour

Pay is dependent on skills and experience

Job Summary:

The Workforce Support Officer is a business support role within a transactional team that provides HR and Workforce Support to the organisation. The postholder will support the effective resolution of HR and Workforce requests coming into the HR Helpdesk by following HR processes across a range of Workforce Business Systems in a timely, accurate and customer-focused way. The accuracy of these processes will impact HR reporting, effective business and financial control including contractual information that impacts the processing of salary, pensions and related payments for employees and other staff working to our client

Duties:

• 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 Trust’s 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 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.
• Coordinate and plan activities such as working towards payroll deadlines, maintaining systems and respond to queries in help desk.
• To escalate issues that arise in a timely fashion so that they can be resolved quickly.
• Be able to liaise with internal and external stakeholders, providers and partners, such as other workforce directorate departments, systems suppliers and SBS for pay and pension queries.
• To develop and maintain an advanced knowledge of the key workforce systems being used by the Trust, to be able to use these systems effectively to update appropriate records with confidence and accuracy.
• To review and validate information received from employees and managers in respect of Standard Operating Procedures, with the requirement to follow Standard Operating Procedures, raise issue of concern for clarification before processing. referring back, querying or returning, as appropriate, apparently incomplete or inaccurate information, referring unresolved difficulties to line manager.
• To review transactions and support requests to identify issues received after deadlines and agree, with managers, appropriate remedial actions and exception reporting - including actions outside the deadlines that avoid underpayment and overpayment situations.
• Run and compile routine reports for internal and external clients, and directorate archives from a range of systems to measure and validate performance.
• To help resolve potential delays in transaction processing due to incomplete forms or failure to complete all required activities directly with managers or through collaborative work with employees throughout Workforce, Payroll and Finance functions.

Essential Knowledge:

• 1 years experience working within the NHS in the same or similar type of role
• Experience responding to helpdesk queries in a timely manner
• Solid experience of GDPR regulations

Desirable:

• Knowledge using ESR
• CIPP Qualification
• Experience of working with a Service Desk platform
• Knowledge of NHS terms and conditions

Personal Traits:

• Excellent communication skills
• Excellent customer service skills
• Excellent analytical and problem-solving skills
• Planning and organising skills with ability to prioritise work effectively, sometimes under pressure and meet deadlines
• Able to foster effective, professional and collaborative working relationships with internal and external colleagues
• Effective influencing and negotiating skills
• A good eye for detail and data quality
• Team worker, committed to helping others