Workforce Support Officer

An exciting opportunity has arisen for a dynamic and motivated person to join the Moorfields Eye Hospital Workforce Support Team, part of the wider HR department.
Workforce Support Team 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.
The role requires a great deal of attention to detail and accuracy in every aspect and successful candidates will need to offer a compassionate and caring attitude towards service users, often in difficult circumstances.
As a WSO, you will provide employees and managers across the Trust support and guidance on HR queries, as well as actioning transactional changes in ESR via the helpdesk.
You will also be responsible for monitoring, chasing and carrying out compliance checks for Fixed term contracts, Professional Registration, Right to Work and DBS.
You will build and maintain credible and productive relationships by working closely with specialist teams in the HR department, including; ER, e-Rostering, ESR Systems, L&D and Recruitment., The Workforce Support Officer provides a high quality, efficient and responsive transactional and first line advisory service to Trust managers and staff.
Providing advice and support on a range of transactional and operational issues across all areas of the Trust for non-medical workforce issues.
The Workforce Services Officer is responsible for updating the Electronic Staff Record (ESR) for any approved changes to staff record and ensuring the correct authorization processes have been followed and is within the framework of the national terms and conditions for Agenda for Change.
Responding to staff queries about HR and HR systems via a helpdesk, phone calls and in person.
Actioning manager requests for changes to staff records in HR systems working to payroll deadlines.
Maintaining compliance for key compliance areas, DBS, Right to Work, Professional Registrations and Fixed Term Contract Expiries., 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 Trust's 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.
Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure and two references. We do not offer visa sponsorship for roles unless clearly stated in our adverts, so please consider this before applying.
Our commitment to equality, diversity and inclusion is at the heart of our organisational culture. As part of our pledge to take positive action in recruitment we encourage applications from under-represented candidates including BAME (Black, Asian, and Minority Ethnic) and Disabled candidates as we work towards a representative workforce that is able to provide the quality, the dignity and respect and to deliver above and beyond.
Moorfields is a flexible working friendly organisation, and we are committed to helping our employees achieve a work-life balance that is beneficial for health and wellbeing, motivation levels and job satisfaction. Every employee of the Trust has the right to request to work flexibly. Please speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
If we receive sufficient applications, we will close this ad prior to the closing date. You are advised not to delay submitting your completed application.
If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team at [email protected].

We are Moorfields Eye Hospital NHS Foundation Trust. Founded in 1804, Moorfields Eye Hospital is a world-class centre of excellence for eye health services, ophthalmic research, and education.
With more than 2,300 staff we are proud to be supported by one of the most diverse workforces in the NHS. Every year we treat more than 700,000 patients at City Road in central London and at our 22 satellites sites, and, in partnership with the UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre we lead one of the most impactful ophthalmic research programmes in the world.
We train many of the leading eye care clinicians in the UK and internationally and have a global reputation for quality and professionalism in ophthalmic care. In addition, we also operate commercial divisions that provide care to private patients in both London and the Middle East.
This is an exciting time to join Moorfields. The pandemic fast-tracked a huge amount of innovation which is changing the way we work and deliver care. Construction is under way on Oriel, our new eye care, research, and education centre being built in Camden. The new centre will be flexible and modern, enabling us to bring together healthcare, eye research and education under one roof for the first time.
If you want to be part delivering world class eye health services and you share our values: excellence, equity, and kindness, then we would love to hear from you!

At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
+ Salary including High-Cost Area Supplement
+ Opportunity to join the NHS Pension Scheme
+ Free 24/7 independent counselling service
+ Learning and development opportunities
+ Easy and quick transport links
+ A range of attractive benefits and discounts
+ Access to Blue Light Card and other NHS Discount Schemes
+ Free Pilates classes
+ Full support and training to develop your skills
+ Flexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.