Helpdesk Administrator - Services

Helpdesk Administrator - Employment Services

NHS AfC:
Band 3

The Helpdesk Administrator will work with the Helpdesk Team Leader, Manager, and wider Helpdesk Team to deliver a high‑quality support service to doctors, dentists, colleagues in training, and Lead Employer stakeholders. The role is within a busy, high‑volume helpdesk environment, handling stakeholder telephone calls and a high volume of inbound calls as part of a phone rota, alongside responding to email enquiries.

It requires a strong customer‑focused approach with an emphasis on first‑contact resolution, accurate recording, and triage or escalation of complex issues to specialist teams in line with agreed processes.

• Answer telephone calls and respond to email enquiries, working within a customer focused environment, supporting the Lead Employer service.
• Provide first‑contact resolution or triage enquiries 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 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.
• Demonstrate a flexible approach to effectively undertake duties.
• Be a self‑motivator and display commitment and resilience to ensure professional and efficient advice and support at all times.
• Arrange meetings and events as required.
• Complete audits or surveys as required.

• Handle stakeholder telephone calls and provide first contact resolution or triage inquiries to specialist teams.
• Manage onboarding and employment processes, including processing and recording information in ESR, maintaining electronic personnel files, producing absence reports, and taking meeting minutes.
• Collaborate with the Helpdesk Team Leader, Manager and team to promote good practice, identify themes and trends in incoming calls, and provide feedback to the communications team.
• Support the on‑boarding and employment processes for doctors, dentists, colleagues in training.

• Provide basic advice regarding HR policies and procedures, legislation, and terms and conditions of employment including annual leave, special leave, maternity and recruitment 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 timely processing of information.
• Contribute to the development and review of Lead Employer policies and procedures.

• 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.

• Enter accurate and timely data onto HR/Workforce/Recruitment information systems as directed ensuring data quality.
• 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 published performance standards and service level agreements.

• Contribute to the achievement of corporate objectives and the Lead Employer Service Level Agreement.
• Contribute to continuous improvement in the efficiency and effectiveness of the Lead Employer…