Helpdesk Administrator - Employment Services
| Dyddiad hysbysebu: | 20 Ebrill 2026 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £25,760 - £27,476 Per Annum, Pro Rata |
| Oriau: | Rhan Amser |
| Dyddiad cau: | 20 Mai 2026 |
| Lleoliad: | St Helens, WA9 1TT |
| Cwmni: | St Helens and Knowsley Teaching Hospitals NHS Trust |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | 7951447/096-7760658-B |
Crynodeb
A Vacancy at 096 Mersey and West Lancashire Teaching Hospitals NHS Trust.
1 x 22.5 hours, part time position for 7 months cover maternity leave.
3 full days at 7.5 hours
• Monday 7.5 hours
• Tuesday 7.5 hours
• Friday 7.5 hours
We are an experienced and award-winning Lead Employer employing c.12,500 Doctors and Dentists in Training across NHS England Regions including Northwest, The Midlands, East of England, Thames Valley and London and Southeast. This model has been established since 2010 and we are responsible for the full employment life cycle for our Specialty Doctors in training.
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, and require excellent communication skills, handling enquiries efficiently and providing excellent support, guidance, and advice in all aspects of the Lead Employer model.
• Interview will include a Test
Main duties of the job
• The Administrator will provide first contact resolution or be able to triage telephone enquiries and direct to the relevant specialist teams using our established ticketing system for which training will be given.
• Answer telephone calls and respond to email enquiries, working within a customer focused environment, supporting the Lead Employer service
• The Advisor will provide first contact resolution or be able to triage enquires and direct to the relevant team using our established ticketing system for which training will be given.
• Provide administrative support to the Lead Employer Service including the processing and recording of information, communications to key stakeholders and input into Lead Employer information systems
• Support the Employment Services Team Leader to identify incoming communication themes
• Ensure the Electronic personal files (EPF) are maintained and up to date
• Work with the team to promote good practice and improved ways of working
• Send out communications to stakeholders as required
• You will be able to demonstrate a flexible approach to effectively undertake your duties
• You will be a self-motivator and display commitment and resilience to ensure professional and efficient advice and support is provided at all times.
• The Employment Services Helpdesk Administrator will be responsible for undertaking telephone calls and administration tasks to support the on boarding and employment processes for Trainees.
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our Services:
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
• Rated Outstanding by CQC Inspection August 2018
• Top 100 places to work in the NHS (NHS Employers & Health Service Journal).
National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
The successful candidate will have administration or customer service experience. They will be able to demonstrate a flexible approach to effectively undertake their duties and will also be a self-motivator and display commitment and resilience to ensure professional and efficient advice and support is provided at all times.
KEY DUTIES
• Answer telephone calls and respond to email enquiries, working within a customer focused environment, supporting the Lead Employer service.
• The Advisor will provide first contact resolution or be able to triage enquires and direct to the relevant team using our established ticketing system for which training will be given.
• Provide administrative support to the Lead Employer Service including the processing and recording of information, communications to key stakeholders and input into Lead Employer information systems.
• Support the Employment Services Team Leader to identify incoming communication themes.
• Ensure the Electronic personal files (EPF) are maintained and up to date.
• Work with the team to promote good practice and improved ways of working.
• Send out communications to stakeholders as required.
• You will be able to demonstrate a flexible approach to effectively undertake your duties.
• You will be a self-motivator and display commitment and resilience to ensure professional and efficient advice and support is provided at all times.
• Arrange meetings and events as required.
• Complete audits or surveys as required.
Advisory Services
• Provide basic advice regarding HR policies and procedures, legislation, and terms and conditions of employment including annual leave, special leave, maternity and recruitment procedures.
Policies and Procedures
• Ensure own work is in accordance with Trust policies and procedures, checking with others where necessary.
• Offer basic advice to Trainees and Foundation Dentists, and other key stakeholders.
• Comply with NHS recruitment procedures.
• Adhere to escalation procedures to ensure the timely processing of information.
• Contribute to the development and review of Lead Employer policies and procedures.
Customer Service
• Ensure that 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 to support the delivery of the Lead Employer Service.
Data Processing and Management Information
• Enter accurate and timely data onto HR/Workforce/Recruitment information systems as directed ensuring data quality at all times.
• Ensure security of information in line with Records Management, Information Governance, Caldicott, Confidently and Data Protection policies
• Process the required data for trainees on the relevant systems.
• Ensure the provision of accurate and timely information as requested.
• Support the team in the achievement of the published performance standards and those contained within the service level agreements.
Service Improvement
• Contribute to the achievement of corporate objectives and the Lead Employer Service Level Agreement.
• Contribute to the continuous improvement in the efficiency and effectiveness of the Lead Employer Service.
• Work in partnership with colleagues to optimise opportunities for working collaboratively towards the provision of an integrated employment service.
• Undertake and participate in projects as required.
• Be responsible for own development, including attendance at mandatory training and continually keep up to date with changes to employment legislation and best practice.
CLINICAL & PROFESSIONAL RESPONSIBILITIES
• Adhere to the relevant codes of practice for the role within the NHS.
• Adhere to employment legislation including NHS Employment Check standards.
TEACHING & TRAINING RESPONSBILITIES
• Maintain own compliance with the Trusts mandatory and statutory training requirements.
• Demonstrate activities in own area to new staff.
• Develop skills and competencies of self through training and development activities, ensuring that progress is maintained, and future needs identified and actioned.
This advert closes on Monday 4 May 2026
1 x 22.5 hours, part time position for 7 months cover maternity leave.
3 full days at 7.5 hours
• Monday 7.5 hours
• Tuesday 7.5 hours
• Friday 7.5 hours
We are an experienced and award-winning Lead Employer employing c.12,500 Doctors and Dentists in Training across NHS England Regions including Northwest, The Midlands, East of England, Thames Valley and London and Southeast. This model has been established since 2010 and we are responsible for the full employment life cycle for our Specialty Doctors in training.
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, and require excellent communication skills, handling enquiries efficiently and providing excellent support, guidance, and advice in all aspects of the Lead Employer model.
• Interview will include a Test
Main duties of the job
• The Administrator will provide first contact resolution or be able to triage telephone enquiries and direct to the relevant specialist teams using our established ticketing system for which training will be given.
• Answer telephone calls and respond to email enquiries, working within a customer focused environment, supporting the Lead Employer service
• The Advisor will provide first contact resolution or be able to triage enquires and direct to the relevant team using our established ticketing system for which training will be given.
• Provide administrative support to the Lead Employer Service including the processing and recording of information, communications to key stakeholders and input into Lead Employer information systems
• Support the Employment Services Team Leader to identify incoming communication themes
• Ensure the Electronic personal files (EPF) are maintained and up to date
• Work with the team to promote good practice and improved ways of working
• Send out communications to stakeholders as required
• You will be able to demonstrate a flexible approach to effectively undertake your duties
• You will be a self-motivator and display commitment and resilience to ensure professional and efficient advice and support is provided at all times.
• The Employment Services Helpdesk Administrator will be responsible for undertaking telephone calls and administration tasks to support the on boarding and employment processes for Trainees.
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our Services:
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
• Rated Outstanding by CQC Inspection August 2018
• Top 100 places to work in the NHS (NHS Employers & Health Service Journal).
National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
The successful candidate will have administration or customer service experience. They will be able to demonstrate a flexible approach to effectively undertake their duties and will also be a self-motivator and display commitment and resilience to ensure professional and efficient advice and support is provided at all times.
KEY DUTIES
• Answer telephone calls and respond to email enquiries, working within a customer focused environment, supporting the Lead Employer service.
• The Advisor will provide first contact resolution or be able to triage enquires and direct to the relevant team using our established ticketing system for which training will be given.
• Provide administrative support to the Lead Employer Service including the processing and recording of information, communications to key stakeholders and input into Lead Employer information systems.
• Support the Employment Services Team Leader to identify incoming communication themes.
• Ensure the Electronic personal files (EPF) are maintained and up to date.
• Work with the team to promote good practice and improved ways of working.
• Send out communications to stakeholders as required.
• You will be able to demonstrate a flexible approach to effectively undertake your duties.
• You will be a self-motivator and display commitment and resilience to ensure professional and efficient advice and support is provided at all times.
• Arrange meetings and events as required.
• Complete audits or surveys as required.
Advisory Services
• Provide basic advice regarding HR policies and procedures, legislation, and terms and conditions of employment including annual leave, special leave, maternity and recruitment procedures.
Policies and Procedures
• Ensure own work is in accordance with Trust policies and procedures, checking with others where necessary.
• Offer basic advice to Trainees and Foundation Dentists, and other key stakeholders.
• Comply with NHS recruitment procedures.
• Adhere to escalation procedures to ensure the timely processing of information.
• Contribute to the development and review of Lead Employer policies and procedures.
Customer Service
• Ensure that 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 to support the delivery of the Lead Employer Service.
Data Processing and Management Information
• Enter accurate and timely data onto HR/Workforce/Recruitment information systems as directed ensuring data quality at all times.
• Ensure security of information in line with Records Management, Information Governance, Caldicott, Confidently and Data Protection policies
• Process the required data for trainees on the relevant systems.
• Ensure the provision of accurate and timely information as requested.
• Support the team in the achievement of the published performance standards and those contained within the service level agreements.
Service Improvement
• Contribute to the achievement of corporate objectives and the Lead Employer Service Level Agreement.
• Contribute to the continuous improvement in the efficiency and effectiveness of the Lead Employer Service.
• Work in partnership with colleagues to optimise opportunities for working collaboratively towards the provision of an integrated employment service.
• Undertake and participate in projects as required.
• Be responsible for own development, including attendance at mandatory training and continually keep up to date with changes to employment legislation and best practice.
CLINICAL & PROFESSIONAL RESPONSIBILITIES
• Adhere to the relevant codes of practice for the role within the NHS.
• Adhere to employment legislation including NHS Employment Check standards.
TEACHING & TRAINING RESPONSBILITIES
• Maintain own compliance with the Trusts mandatory and statutory training requirements.
• Demonstrate activities in own area to new staff.
• Develop skills and competencies of self through training and development activities, ensuring that progress is maintained, and future needs identified and actioned.
This advert closes on Monday 4 May 2026
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