HR Helpdesk Agent

Job overview

We are continuing to improve our service and are seeking to recruit highly motivated and enthusiastic HR Helpdesk Agents. This is a varied and enjoyable role, where you will be providing advice and supporting staff across 2 acute hospital sites and several community facilities with HR queries and sickness absence.

You will provide a proactive and responsive first point of contact to staff contacting the Helpdesk.

There will be a requirement to work shifts on-site between 6am – 6pm to assist with covering annual leave. Otherwise the core working hours for this post will be between 8am – 4pm, Monday to Friday.

The post holder will respond to calls providing accurate and timely advice to staff and managers on all types of absences and HR queries. You will provide clerical and project support to the HR Team, including work processing, photocopying, filing and comprehensive administration duties.

You will have excellent communication and interpersonal skills and have proven administrative and IT skills. You will be able to provide a high level of customer service, showing empathy and understanding in dealing with queries.

The successful candidate will have general admin experience, including experience of working in a high volume environment and relevant NVQ 2 or equivalent.

Proposed Interview date:  19th June 2026

Main duties of the job

You will respond to calls providing accurate and timely advice to staff and managers on all types of absences and HR queries in accordance with internal processes and standard operating procedures.

You will be required to provide HR project and admin support, answer comprehensive queries, provide advice, guidance and support to staff and managers and where appropriate, direct both staff and manager to the correct function or resource in order to resolve their query. Ensuring KPIs are achieved effectively.

Detailed job description and main responsibilities

• Provide accurate and timely routine advice to managers and staff on all types of absences in accordance with internal processes and standard operating procedures.
• Appropriately escalate more complex queries to the shift supervisor/operational manager for resolution.
• Provide a proactive and responsive first point of contact to staff contacting the Employee HR Helpdesk.
• Record absence on Health roster.
• Provide a high level of customer service, showing empathy and understanding.
• Use a range of systems e.g. ESR look up, Intranet, Microsoft Office suite and other HR Systems.
• For wider HR matters, answer general queries and where appropriate, signpost staff and managers to the correct function within HR or forward the query on their behalf.

For full details of the responsibilities and duties of this role please see the attached job description.