Workforce Support Officer

at  Moorfields Eye Hospital NHS Foundation Trust

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. To work to the Trusts SOPs to resolve requests and when using Workforce Systems, 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 language that is appropriate when providing advice and support helping customers to understand the systems and processes they are working to, helping them to gain knowledge, understanding and confidence in day to day actions.
To use customer interactions as opportunities to identify, suggest and implement changes to continuously improve efficiency and customer service and ensure SOPs are updated with processes for new requests. To respond helpfully and efficiently to queries via the Helpdesk, telephone and video conferencing within agreed Service Level Agreements (SLAs). Where appropriate, using standard letters or responses 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, ensuring all communications are handled appropriately within Trust policy and guidelines and highlighting and potential data breaches for the attention of senior management. To use the experience of colleagues and partners, continue to develop an understanding of the whole operation environment (legislation, policy and processes) that impact data management and the business outcomes for the Trust, managers and employees.
To work collaboratively with team members to provide a consistent customer experience and excellent service that maintains high levels of customer satisfaction

Please refer the Job description for details