The Opportunity:
- This role is an HR Consultant role based at Whitley, Coventry - the team operates hybrid working therefore working remotely from home for some of the time and attending the office for 2-3 days a week.
- The role sits within the Contact Centre within HR Direct which acts as the first point of contact for general HR queries from all colleagues and managers.
- This employee focused role sits in the Contact Centre within HR Direct.
- The role is primarily to clarify and resolve employee enquiries relating to HR processes and policies, including (but not limited to) recruitment, performance, reward or employee relations matters.
- The role manages queries received via email / portal and escalations from the HR Virtual Assistant and will also make outbound calls where necessary to discuss queries with employees.
- The role is also responsible for the pulling of the absence report and management of the Un associated inbox as a daily task.
Key Performance Indicators:
- First Contact Resolution of Tickets received by Contact Centre – 85%
- Considered responses given to Email, Virtual Assistant and Portal responses
- Case Resolution to Tickets received in line with service SLA’s – 5 days resolution: 90%
- Quality of responses to meet ticketing audit requirements- 80%
- Employee Satisfaction – 85% in ticketing and 95% in Virtual Assistant
Key Accountabilities and Responsibilities:
· First point of contact for UK based employees, answering queries via outbound calling and email / portal / virtual chat on HR policy
Skills and procedures:
· Understand the employees query, identify the correct policy to suit their circumstances, help them understand the policy and then enable them to apply the policy to their circumstances.
- Utilise knowledge of employment law and policies to coach managers in applying policies in the correct way and minimise risk to the business
- Responsible for building rapport with employees to enable an accurate understanding of their query,
- Maintain effective relationships with the wider HR community and the business i.e. CoE, Shared Delivery HR, Business HR and employee base
- Support operational management to ensure all transactional and administrative processes are executed accurately as per the service level agreements
- Work effectively as part of the HR Direct operational team
- Assist in the development, maintenance and deployment of policies under the HR Direct area
- Undertake any other work as directed by their line manager in connection with their job as may be requested
Knowledge, Skills and Experience:
Essential:
- Previous experience of working in an HR employee advisory role
- Degree qualified or equivalent experience preferred
- Excellent communication skills – both spoken and written
- Strong generalist HR experience including substantial knowledge of key HR practices such as disciplinary, grievances, absence management and performance
- Good understanding of UK employment law
- IT literate including strong working knowledge of Microsoft Word, PowerPoint and Excel
Desirable:
- Ability to deliver results consistently in a fast-paced HR Contact Centre
- Proven Project Management experience using Project Management techniques e.g. Project Planning, Risk Management etc.
· Experience of stakeholder management · Experience of process development
- SAP proficient including use of PB, PA and PPOSE, and Success Factors proficient including use of Employee Central
- Working knowledge of ticketing systems – preferably CloudforService (C4S)
- Experience of managing a high volume of queries
- Experience of managing chat escalations from a virtual agent / chat bot
Personal Profile:
Essential:
- An individual with a customer first mindset who is easy to do business with and makes people feel special, driven to deliver experiences that are personalised, transparent and dependable
- An individual who is results driven, demonstrates, tenacity, drive and perseverance, with the ability to
