HR Customer Support Advisor

3 weeks ago

Coventry, United Kingdom Contechs Full time

**INSIDE IR35**

**7 MONTH ROLLING CONTRACT**

**WHITLEY, COVENTRY**

**The Opportunity**
- This employee focused role sits in the Contact Centre within HR Direct.
- The role is primarily to clarify and resolve employee enquiries relating to a project regarding the implementation of new Terms and Conditions for a group of employees.
- The role will need to understand query management and process delivery for the project.
- The role will also carry out transactional activity to manage process delivery and recruitment for the project.
- The role will also need to carry out verification checks for the group of employees.

**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

**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 Client 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 preferred
- Excellent communication skills - both 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 - preferably CloudforService (C4S)
- Experience of using a Recruitment system - preferably Success Factors
- Experience of managing a high volume of queries
- Experience of managing chat escalations from a virtual assistant / chat bot

**Personal Profile**

**Essential**:

- An individual with a customer first mind-set 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
- A effective team player, actively leads, develops and supports 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

**Job Type**: Fixed term contract
Contract length: 7 months

**Salary**: £21.00-£22.00 per hour

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

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

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 2 years (preferred)

Work Location: Hybrid remote in Coventry

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