HR Consultant

2 weeks ago

Coventry, United Kingdom Caresoft Global Full time

**Job Title: HR Consultant - Contact Centre**

**Location: Whitley**

**Rate: £21.88 ph via an Umbrella Company (Inside IR35) or £16.80 ph PAYE**

**Employment Type: Contract (9 months)**

**Hours: Standard 40 Hours Per Week**

**Reference: J38887**

**Description**:
This role sits in the Contact Centre within the HR Direct. The role is primarily to clarify and resolve employee enquiries relating to a project for a group of employees.

The role will carry out transactional activity such as updating a SharePoint FAQ site, as well as attending escalation calls with an external company. The SLA for queries for this project is 2 days, therefore accuracy for answers within a quick turnaround is required.

**Key Performance Indicators**:

- First contact resolution of tickets received by contact centre.
- Case resolution to tickets received in-line with service SLA’s.
- Quality of responses to meet ticketing audit requirements.
- Complete transactional activity in-line with the project timing plan.

**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 deliver in a complex, highly demanding environment.
- An individual who is a problem solver.
- An individual with the ability to combine a short-term, pragmatic focus with longer-term planning.
- An individual who is resilient, energetic and enthusiastic, able to deliver results under pressure, whilst responding constructively to challenging new ideas and inputs.
- An individual who is able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style.
- A good communicator who can communicate complex ideas.
- An effective Team Player who can actively leads, develop and support team members.
- Resilient and enthusiastic, an individual able to deliver results under pressure.

**Desirable**:

- An individual who enables speed in decision making through establishing alignment, clarity, appropriate resources and sense of urgency whilst bringing others along.

**Key Accountabilities and Responsibilities**:

- 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.
- Undertake any other work as directed by their Line Manager in connection with their job as may be requested.

**Key Interactions**:

- All our client's UK Employees, including Trade Union.
- Internal HR Direct Teams - Tier 1 Service Operations and Tier 2.
- International HR Managers.
- Other supporting functions i.e. Payroll, Business Protection, IT, Company Vehicles, Manpower.
- Other HR functions - HRBP, CoE.

**Knowledge, Skills and Experience**:
**Essential**:

- Previous experience of working in an HR Employee Advisory role.
- Degree qualified or equivalent experience is preferred.
- Excellent communication skills, both in spoken and written.
- Strong Generalist HR experience.
- 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.
- Working knowledge of Ticketing Systems and preferably CloudforService (C4S).
- Experience of using a Recruitment System and preferably Success Factors.
- Experience of managing a high volume of queries.
- Experience of managing chat escalations from a virtual assistant or chat bot.

**Additional Information**:
**This role is INSIDE IR35**

**Salary**: £16.80 per hour

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Coventry: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Human resources: 1 year (preferred)

Licence/Certification:

- CIPD (preferred)

Work Location: In person

Reference ID: J38887

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