Employee Services Coordinator

3 weeks ago

Preston, Lancashire, United Kingdom Lancashire Teaching Hospitals Full time

Job Overview

Are you passionate about providing exceptional customer service and thrive in a dynamic environment? If so, this position may be the perfect fit for you.

We are seeking a motivated and enthusiastic administrator to become a vital part of our Employee Services Department. In this role, you will be tasked with delivering outstanding customer support to our clients, managing phone inquiries, and assisting employees with their questions while directing calls to the appropriate teams to resolve any issues. Additionally, you will engage in various administrative responsibilities, including filing, scanning, and data entry for departmental teams.

While prior administrative experience is not mandatory as comprehensive training will be provided, we are looking for candidates who are confident, enthusiastic, and committed to enhancing the customer experience. As a member of our team, you will possess excellent communication, organizational, and relationship-building skills, collaborating effectively to manage a shared workload. You will be an energetic team player who embraces challenges and excels in a fast-paced setting.

Main Responsibilities

This role is diverse and will keep you engaged. You will support the Employee Services Department by addressing inquiries from our clients.

In this position, you will interact with various members of the workforce through multiple channels, including phone, email, and self-service requests, with a strong emphasis on delivering exceptional customer service.

Ensuring a high standard of customer service is a primary focus of this role, and your contributions will significantly impact each employee's experience.

Utilizing the national ESR HR/Payroll System, you will manage and process a variety of pay-related data, with support available to help you prioritize your tasks and develop your skills.

Collaboration is key, so you will assist in the development and implementation of new initiatives within the service and the broader client base.

Working with Our Organization

We acknowledge that this position is ideally suited for someone who thrives in a busy environment. Our team operates under tight deadlines and manages multiple priorities, but for the right candidate, this will make the role even more rewarding.

What can we offer you? You will be part of a dedicated and strong team that works collaboratively and enjoys the journey.

The fulfillment of knowing you contribute to supporting the workforce in caring for patients will be your greatest motivation. We are committed to helping you enhance your skills, providing opportunities to explore new challenges, and encouraging you to continuously evaluate our processes and approaches.

Detailed Responsibilities

  • Provide direct telephone support to internal departments and client organizations.
  • Evaluate and allocate complex queries to Payroll Officers responsible for specific business areas.
  • Assist departmental Team Leaders by sorting, processing, and accurately inputting payment data into the Electronic Staff Record within specified deadlines.
  • Maintain strong working relationships with Trust contacts and internal teams to ensure the smooth delivery of professional services with a focus on achieving high customer satisfaction.
  • Provide administrative support to payroll colleagues regarding the issuance of internal and outgoing post, referring documents to the appropriate personnel, and ensuring timely dispatch of outgoing mail.
  • Provide administrative support to Employee Services colleagues concerning the issuance of internal and outgoing post, referring documents to the appropriate personnel, and ensuring timely dispatch of outgoing mail.

Person Specification

Qualifications & Education

Essential Criteria

  • GCSE English and Maths at Grade 4 (formerly grade C) or above, or equivalent qualifications or experience.

Desirable Criteria

  • ICT qualification.
  • Business Administration, Customer Service, or Team Leading Qualification.

Knowledge & Experience

Essential Criteria

  • Experience in a customer service environment.
  • Proven ability to identify solutions to problems.
  • Recent experience handling administrative tasks.
  • Proficiency in Microsoft Office Suite, particularly Word, Excel, and Outlook.

Desirable Criteria

  • Previous experience in an educational or training setting.
  • Familiarity with ESR/Oracle finance systems.
  • Knowledge of NHS Terms & Conditions of service.

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