Workforce Information Assistant

Job description

Detailed job description and main responsibilities

Registration Authority (RA)

Administer the NHS Care Identity Service (CIS) and Registration Authority (RA) service, ensuring compliance with national and local policies and procedures.

Create, amend, maintain and revoke smartcard access for staff, ensuring appropriate system access is granted based on role requirements.

Complete identity verification checks and issue smartcards to new and existing employees.

Diagnose and resolve smartcard and system access issues, including unlocking accounts, resetting profiles and replacing cards where required.

Maintain accurate RA records and databases, ensuring leavers' access is removed promptly and audit requirements are met.

Support internal and external audits relating to Registration Authority activities and information governance compliance.

Provide advice and guidance to staff and managers on smartcard access and national system requirements.

Workforce Information, Data Quality and Reporting

Produce, validate and distribute workforce reports and management information from ESR and other workforce systems for managers, HR, Finance and senior leadership teams.

Analyse workforce data and identify trends, anomalies and data quality issues, escalating concerns where appropriate.

Maintain workforce databases, trackers and reporting tools, ensuring information remains accurate, current and fit for purpose.

Support statutory and internal reporting requirements through the provision of high-quality workforce information.

Assist with data validation exercises, audits and reconciliations to ensure the integrity of workforce records.

Contribute to the development and continuous improvement of workforce reporting processes and data collection methods.

Ensure workforce information is handled in accordance with GDPR, NHS confidentiality requirements and Trust policies.

Reconcile complex workforce data, identifying discrepancies and implementing corrective actions where necessary.

Electronic Staff Record (ESR) and Workforce Administration

Maintain a comprehensive understanding of ESR functionality and workforce administration processes.

Accurately process and maintain employee information within ESR, ensuring data quality and compliance with payroll deadlines.

Process a wide range of workforce transactions, including:

New starters and onboarding activity

Changes to contracted hours

Contractual amendments

Banding and pay changes

Expenses and payroll adjustments

Salary sacrifice schemes

Maternity, paternity and other employee life-cycle changes

Leaver and termination processing

Ensure pay-affecting changes are processed accurately and within required timescales to minimise the risk of payroll errors and delayed payments.

Act as a point of contact for workforce, payroll and pension-related enquiries, liaising with Payroll and other departments to resolve issues.

Produce ESR reports and management information to support operational and strategic workforce requirements.

Support the administration and maintenance of workforce-related interfaces and integrations, including national NHS systems.

Assist with the delivery of training and guidance to managers and staff on ESR functionality and employee self-service processes.

Customer Service, HR Helpdesk and Case Management

Manage and resolve enquiries received through the Trust's HR Helpdesk ticketing system, ensuring cases are triaged, assigned, updated and closed within agreed service standards and response times.

Provide a professional, responsive and customer-focused service to employees, managers and stakeholders, delivering advice and guidance on Workforce Information, ESR, Registration Authority (RA), payroll-related processes and workforce administration procedures.

Investigate, manage and resolve a wide range of workforce-related enquiries, ensuring accurate and timely responses are provided and complex cases are escalated appropriately.

Process and action requests submitted through the HR Helpdesk, including new starter administration, contractual changes, changes to hours, pay-affecting amendments, expenses, salary sacrifice schemes, onboarding activities, system access requests, smartcard queries and leaver administration.

Monitor and manage Helpdesk queues, ensuring priority cases, payroll deadlines, service level agreements (SLAs) and customer expectations are met.

Maintain accurate records of all enquiries, actions taken and outcomes within the HR Helpdesk system, ensuring a robust audit trail is retained.

Work collaboratively with colleagues across Workforce, Payroll, HR, Digital and operational services to ensure cases are resolved efficiently and to a high standard.

Identify recurring themes, trends and opportunities for service improvement through analysis of Helpdesk activity and customer feedback, escalating recommendations where appropriate.

Support the ongoing development of the HR Helpdesk service, including knowledge article creation, testing, user guidance and continuous improvement initiatives.

Contribute to the achievement of team KPIs and performance measures relating to response times, resolution times, customer satisfaction, data quality and service delivery.

Service Improvement and Digital Transformation

Support workforce system developments, service improvement initiatives and digital transformation projects across the Workforce Directorate.

Identify opportunities to improve processes, increase automation and enhance the user experience for managers and employees.

Contribute to testing, implementation and continuous improvement of workforce systems, HR Helpdesk processes and digital solutions.

Assist in the development of guidance materials, standard operating procedures and user documentation.

Support the delivery of innovative technologies, including self-service, workflow automation and workforce analytics initiatives.

General Administration

Provide administrative support to the Workforce Information management team, including project support, meeting administration, action tracking and documentation.

Maintain electronic filing systems, records and documentation in accordance with Trust policies, information governance requirements and retention schedules.

Support the administration of workforce-related systems and processes, ensuring records are maintained accurately and efficiently.

Assist with position management, establishment maintenance and recruitment-related workforce administration activities where required.

Support the production of presentations, reports and documentation required by the Workforce Information Senior Management Team.

Undertake any other duties commensurate with the grade and responsibilities of the post.

Person specification

Qualifications

Essential criteria

• Educated to GCSE level or equivalent
• Evidence of CPD

Desirable criteria

• European Computer Driving License (ECDL)
• Business Administration (Level 3)

Experience

Essential criteria

• Experience of using ESR
• Administrative experience in a busy, customer-focused environment
• Experience of dealing with staff of all levels
• Experience of using a variety of computer packages and databases, including Microsoft Office / 365
• Extensive administrative experience in a busy, customer-focused environment

Desirable criteria

• Experience of using SharePoint
• Experience of working in Workforce Information / HR environment
• Experience of project work and associated administration

Knowledge

Essential criteria

• Knowledge and understanding of ESR
• Knowledge of Data Protection and its application to workforce information
• Understanding of the need of confidentiality awareness at all times
• Understanding of information governance requirements within the NHS

Desirable criteria

• Thorough understanding of Workforce Information in the NHS
• Understanding of NHS Terms and Conditions of Service
• Knowledge and understanding of the RA function

It is an exciting time to join Bedfordshire Hospitals NHS Foundation Trust. We run two busy hospital sites in Bedford and Luton. Our 7,500 staff provide high quality care for a growing population of around 700,000 across Bedfordshire and the surrounding areas.

You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. Travel between hospital sites may be required. We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

All new staff will be subject to a probationary period covering their first six months in post.

Employer certification / accreditation badges