Workforce Support Team Leader 

Location: Old Street, London

Duration of booking: 1 year fixed term contract

Proposed start date: ASAP

Closest Station: Old Street

Band: 7

Pay Rates:

£30,000 - £38,000 per annum

Rates are depending on skill and experience

Working Days and Hours: Mon – Friday 9am – 5pm (37.5hrs p/w)

Job Summary: Your role within the organisation would be to 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.

Duties:

Helping to ensure staff pay is correct and managed in line with the payroll service providers schedule

Assisting in providing employees and managers on support and guidance on HR queries

Actioning transactional changes in ESR 

Monitoring, chasing and carrying out compliance checks for Fixed term contracts, Professional Registration, Right to Work and DBS

Actioning manager requests for changes to staff records in HR systems working to payroll deadlines

Planning and implementing strategic improvements recommended following a recent service review of the Workforce Support function, specifically around governance and processes

Record, investigate and respond to complaints regarding any advice or service provided and escalate to the Associate Director of HR Operations when required

To undertake audits on service provision

Review transactions and support requests to identify issues received after deadlines and agree, with managers, appropriate remedial actions including actions outside the deadlines that avoid underpayment and overpayment situations

To monitor team performance proactively against service level agreements and external contracts to ensure that the employee service function meets quality, contractual, compliance and other standards, implementing appropriate actions to rectify any breaches

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.

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 customer interactions as opportunities to identify, suggest and implement changes to continuously improve efficiency and customer service

To respond helpfully and efficiently to queries via the Helpdesk, telephone and video conferencing

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

Highlighting any data breaches, should they occur

To manage HR administration and references and ensure the service provides a timely response in line with agreed services standards and KPI’s

Ensure compliance with the GDPR legislation in relation to HR administration and employment records across the team

Skills:

Excellent attention to detail

Ability to offer a compassionate and caring attitude towards service users, often in difficult circumstances. 

Building and maintaining credible and productive relationships within different specialist teams and employees including senior management

Excellent communication skills

Ability to work autonomously and as part of a team and make decisions without direct supervision

Ability to understand a broad range of complex information and making decisions where opinions differ or there is no obvious solution

Strong commitment to Equality. Diversity and Inclusion within own teams and wider organisation

Essential:

At least two years recent experience working within the NHS in a similar type of role

Experience using ESR and Health Roster

Excellent knowledge of GDPR

Experience of line managing a team

Demonstrable experience of managing deadlines with HR transactional queries

Desirable:

CIPD Qualification

Experience of working with a Service Desk platform

Knowledge of NHS terms and conditions

At least 5 years working within a senior HR role

Experience in investigating over payments

Experience of working with SLA’s, external agencies and KPI’s

Ability to identify risks, anticipate issues and create solutions and to resolve problems in relation to project or service delivery.