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.