HR Administrator

3 months ago

Solihull, United Kingdom Serco Plc Full time

Solihull - hybrid
Part-time (22.5 hours per week), 12 Months Fixed Term Contract
£22,500 per annum pro rota

**As part of this you’ll**:
Work with sensitive data in line with data protection legislation and support with GDPR requests from the point of receipt to the collation of required information working closely with internal teams and the business.
Work with external suppliers such as HML (Health Management Limited) and Empactis (Absence Management) to support with Absence Manager administrative inquiries
Creating Employment and Financial employee references and answer any questions our customers have
Provide excellent customer service on all administrative guidance on transactional and HR related queries
Demonstrate a high level of empathy and patience using the customer first approach
Make outbound contact with the customers to assist in resolution of queries or an employee life cycle event
Capture and track all interactions with customers on the CRM system, updating regularly and storing all the documents in personnel files
Understands the expectations of customers and delivers service that meets and exceeds customer’s needs within policy guidelines. Identifies and escalates issues that impact the delivery of quality service
Follows through on customer commitments and takes responsibility to achieve results. Maintains the appropriate level of process knowledge, customer satisfaction, and quality metrics. Utilises all available knowledge sources, procedures and tools available to maintain a level of professionalism
Proactively reassign problematic/complex cases to the HR Advisory Team escalating to Operations Team Lead where appropriate to ensure rapid resolution
Work with the Shared Services Management Team to deliver Engagement Activities that are aligned to Advisory Services
Be responsible for Shared Services administrative duties including post in/out and the updating of collateral (Shared Services Contact Sheet)
Utilise all available knowledge sources, procedures and tools available to maintain a level of professionalism

**What you’ll need to do the role**:
Numerate and literate, with GCSE's in Maths and English grade A-C or equivalent
Must be able to demonstrate experience in a Customer Service Environment
CIPD is desirable but not essential
Previous Experience in a HR Shared Service or phone-based environment is desirable but not essential
Have excellent communication skills, be flexible and friendly, with a high level of self-motivation & initiative
Strong telephone etiquette
Required to manage time effectively in order to complete heavy workload and meet deadlines
Ability to problem solve and evaluate customers’ needs
Ability to work under pressure, whilst maintaining accuracy of handling cases
Experience of working to KPIs and targets.

**Why Serco**:
**Meaningful and vital work**: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won’t be hard to find. You'll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

**What we offer**:
Flexible working considered
Pension - 6%
Employee Assistance Programme
Chance to contribute to innovation in the public services
A company passionate about diversity and inclusion
Serco Benefits

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

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