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HR Administrator

NHS AfC: Band 3

Main area
HR Administration
Grade
NHS AfC: Band 3
Contract
Fixed term: 12 months
Hours
  • Full time
  • Part time
37.5 hours per week (Part-time hours considered)
Job ref
914-BSA3339
Site
Stella House
Town
Newcastle upon Tyne
Salary
£20,330 - £21,777 per annum pro rata
Salary period
Yearly
Closing
24/05/2022 23:59

Job overview

If you have great communication skills, enjoy helping people and are interested in a role that can make a difference, the NHS Business Services Authority (BSA) have the opportunity for you!

We are looking for several administrators to work in HR Shared Services, who provide timely and efficient recruitment and administrative services to multiple organisations within the NHS. This role is the perfect stepping-stone into a rewarding career within the NHS. 

If you have experience in a multi-channel customer service environment and are confident in written and verbal communications and building relationships, then this is the role for you. You will be responsible for recruitment for multiple clients, taking calls and queries from recruiting managers and applicants, providing them with guidance and support on HR Shared Services processes. 

Working between the hours of 8.30 to 17.30 on a rotational basis we expect you to be passionate about delivering an excellent customer experience. To be great at this role you must be flexible, organised, and have the ability to handle and prioritise multiple processes. You will be joining an enthusiastic, passionate and friendly team who will support you in this role.

What do we offer?

  • 27 days leave (increasing with length of service) plus 8 bank holidays
  • Flexi time
  • Hybrid working model
  • Career development
  • Active wellbeing and inclusion networks
  • Excellent pension
  • Access to a wide range of benefits and high street discounts!

Main duties of the job

  • Provide guidance and support on HR Shared Services processes to NHS recruiting managers, line managers, the internal and external candidate journey along with employees seeking support with their employee staff records (ESR). Contact is made using verbal and written communication methods via telephone, e-mail, webchat, and our e-Recruitment system.
  • Follow agreed processes and standard operating practice to ensure a consistent service is provided to clients and customers.
  • Fully contribute to a culture of continuous improvement and service excellence by building team spirit, aiding others to succeed and making suggestions for improvements.
  • Provide, receive, and deal on a daily basis with sensitive and confidential information such as personal staff details in line with General Data Protection Regulations (GDPR) requirements.
  • Work to agreed Key Performance Indicators and Service Level Agreements in line with Client agreements.
  • Promote and implement the Authority’s equal opportunities policies in all aspects of employment and service delivery.

Working for our organisation

At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.

You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We’re behind these, and much more.

Being one of the UK’s Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We’re passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.

We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women’s networks help our colleagues to be their authentic selves at work.

At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you’re interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.

 

We are the NHS delivering for the NHS.

Detailed job description and main responsibilities

Job purpose:
HR shared services provides timely and efficient recruitment services to multiple organisations throughout the NHS. The Customer is at the heart of everything that we do, and the post-holder is required to deliver a professional and quality experience. You will be responsible for the accurate recording and maintaining sensitive information during various stages of the recruitment process, using your customer service skills to keep recruiting managers and applicants up to date throughout. 
Working as part of a team, you must be flexible, adaptable and prepared to quickly move between competing tasks and duties to achieve delivery of great service. Posses’ high levels of communication and customer service skills, as well as the ability to handle multiple processes in an organised manner. You will be as passionate about delivering an excellent customer experience as we are.

In this role, you are accountable for:

General Duties
1. Provide advice on HR Shared Services processes and support to internal and external recruiting managers, line managers,
candidates and employees using verbal and written methods via telephone, e-mail and webchat
2. Follow agreed processes and standard operating practice to ensure consistent service is provided to clients and customers.
3. Provide, receive and deal on a daily basis with sensitive and confidential information/personal staff details.
4. Working to targets, you will ensure all KPI’s and SLA’s are fulfilled in line with Client agreements.
5. Maintenance of confidential personnel records in line with General Data Protection Regulations (GDPR) requirements.
6. Act as part of a team to develop new administrative staff.
7. Promote and implement the Authority’s equal opportunities policies in all aspects of employment and service delivery
8. Contribute to a culture of continuous improvement and service excellence by adhering to agreed procedures and making suggestions for improvements.


As a HR administrator you will be involved in one or more of the below service areas:

Recruitment Team
9. Utilising recruitment systems and tools you will drive the recruitment process for each vacancy allocated to you from advert through to successful new employee start date, which includes processes to facilitate advertising, shortlisting, interview, offer and pre-employment checking stages, in accordance with agreed KPI’s and processes.
10. You will manage your own delegated vacancies to achieve agreed KPI and Recruitment Management Standards.
11. To provide back office support to the query team and respond to second line emails.

Query Team
12. You will provide first line support and guidance to recruiting managers, candidates, line managers and staff. You will use telephone, web chat, e-mail and other HR systems.
13. Deal with general enquiries, from both internal and external customers, routine analysis and investigation of information and take initiative in order to determine appropriate course of action.
14. Whilst complaints are few you should have experience of managing difficult situations in order to satisfy a customer who is
frustrated. You will be required to listen effectively and show empathy while seeking a positive resolution.
15.Provide first line support and advice to the HR department in the resolution of system related issues.
16. Create and review system access for employees, internal and external customers. Ensure any data feeds are extracted andimported to HR systems.
17. Escalate any system issues to relevant providers and support through to resolution in line with agreed KPI/SLA timescales. Keeping all affected clients and teams updated.

Quality Team
18. Provide a quality checking service to the team covering all processes and areas of work. Ensuring agreed process and standard operating procedure has been followed. Maintain a record of issues and successes.
19. Record, investigate and draft responses to service issues and complaints for the department.
20. Record, investigate and draft responses to data breaches, freedom of information and subject access requests.

Learning Team
21. Create article content in HR systems for HR staff and clients
22. Administer the OLM system on behalf of clients including learning co-ordination and provide advice and support to line managers and employees.
23. Administer the BSA HR Intranet content and the HR Internal and External Knowledge Base to support HR staff and employees.

Contracts Team
24. Utilising recruitment systems and tools you will drive the recruitment process from requesting a start date through to successful recruitment, which includes processes to facilitate contracts issuing, booking a start date, adding to payroll, form creation and staff folder management stages, in accordance with agreed KPI’s and processes.
25. You will manage applicants to achieve agreed KPI and Recruitment Management Standards.
26. To provide back office support to respond to second line emails. 

Person specification

Qualifications

Essential criteria
  • Minimum 5 GCSE’s Grade C (or equivalent) including English
Desirable criteria
  • Administration qualification, ie NVQ 3 or equivalent, RSA, ECDL or CLAIT

Experience

Essential criteria
  • Demonstrable administration experience in a busy office environment working to deadlines
  • Customer facing and target driven environment

Personal Qualities, Knowledge and Skills

Essential criteria
  • Ability to work under own initiative and multi-task whilst prioritising your work
  • Ability to produce accurately under pressure
  • Good communication skills at all levels
  • Computer literate in Microsoft Word, Excel and Outlook
  • Willing to learn and progress
  • Ability to work as part of a team
  • Experienced in being discreet and handling confidential information eg. GDPR
  • Good organisational skills
Desirable criteria
  • Web chat / Email handling
  • Human Resources Computerised System
  • Experience in using Office 365

Employer certification / accreditation badges

Stonewall Top 100 Employer 2020Disability confident leaderDefence Employer Recognition Scheme (ERS) - SilverStep into healthBetter Health at Work AwardTop 5 Best OrganisationsTop 25 Best Big Companies to Work forArmed Forces Covenant Gold AwardENEI TIDE Gold 2021

Documents to download

Apply online now

Further details / informal visits contact

Name
Daniel Simpson
Job title
Real-Time Analyst
Email address
daniel.simpson1@nhs.net
Telephone number
01912035272