Help with Self-service (IBC)

Remember to keep up to date with your workflow in IBC and set up substitutes in case you’re away.

I need help

  • Step 1: look at the online guidance in IBC. Open IBC self-service and search for whatever it is you’re looking for (booking leave, recruiting a new member of staff, updating your team structure etc.)
  • Step 2: contact the customer support team – use webchat, online enquiry form or request a call back from an adviser: search for ‘Contact us’ in IBC
  • Step 3: help given by the support team – with a dedicated case manager handling your enquiry through to completion.

80% of tasks are simple and handled by the welcome support team. 20% are more complex and need specialist support.

More information about webchat

If you have an issue that you are struggling to solve using self-service and online guidance, it takes less than 20 seconds to get touch with Customer Support through webchat.

You can access webchat via the IBC guidance pages.

If you use webchat from the guidance pages (on the pages where it’s available) you get through to an expert in that area.

So if you’re looking at the online guidance about booking leave and you can’t find the answer to your question, click on the orange icon at the bottom right of the screen ‘need help chat now’ to get through to an expert adviser who can help you with your question about leave.

Webchat is available 8.30am to 5pm, five days a week and there’s a video explaining how it works.

Useful contacts

What support do I need? Where do I go?
Instructions on how to complete an HR or finance transaction in Self-service and use the search bar to find what you’re looking for
DBS search for 'DBS' in IBC
Advertising jobs Education Personnel Services (EPS)
02380 383500
Professional HR Support
Help desk
Education Personnel Services (EPS)
02380 383500
Professional Finance Support
Help desk
Education Finance Services (EFS)
Please contact your finance support adviser

Staff needing extra/upgraded access to the new system

If you need upgraded access levels ask your head teacher/manager to request access via the IBC access request form.

They should search for ‘IBC Portal Access’ in IBC self-service, read the guidance then follow the link (on the guidance page) to: ‘IBC Security Access Form’.