HR Assistant

**Job Title: HR Assistant**
**Location: Whitley, Coventry**
**Rate: £15.23 ph via an Umbrella Company (Inside IR35) or £11.85 ph PAYE**

**Employment Type: Contract (12 Months)**

**Hours: Standard 40 Hours Per Week**

**Reference: J38572**

**Des cription**:
This is a HR Assistant role based at Whitley, Coventry and the team operates hybrid working therefore remotely from home for some of the time. The role sits within the Contact Centre within HR Direct which acts as the first point of contact for general HRqueries from all company's colleagues and managers.

This role is responsible for dealing with employee queries relating to HR transactions and policy in an accurate and timely manner. These sort of queries mainly relate to updating personal details, identification and escalation of critical queries that requireimmediate attention of other HR specialist teams, offboarding and employee resignation notifications, stand in and step up for roles, and attendance management document processing.

**Personal Profile Essential**:

- An individual with a customer focused mindset.
- A good team player who can work to predefined procedures.
- An individual with the ability to prioritise their workload.
- An individual with the ability to make timely decisions in-line with agreed procedures and escalate as appropriate.
- An individual who strives to archive their workload at pace but with high accuracy.

**Desirable**:

- Resilient and enthusiastic, an individual able to deliver results under pressure.
- An individual who is keen to learn and has a desire for a career in HR generalist role.

**Key Accountabilities and Responsibilities**:

- Assisting with employee queries to ensure all transaction and administrative processes are executed accurately and in-line with the relevant service level agreements.
- Answering all incoming queries within a specified time to ensure Service Levels are met.
- Utilising active questioning skills to understand the root cause of the employees questions and escalate to the relevant Tier 2 Team or Contact Centre Consultant Team as required if the question resolutions exceeds a transactional or policy awareness requirement.
- Ensuring employee return to work (RTW) interview documents are validated against the attendance management process and alerting managers where an RTW document has been completed incorrectly.
- Contributing to the continuous improvement of HR systems and practices by raising issue and improvement tickets within the system (SAP C4S).
- Managing operational workload to ensure all Contact Centre processes are executed accurately as per the service level agreements.
- Undertaking any other work as directed by their line manager in connection with their job as may be requested.

**Skills Required:
Essential**:

- Previous experience of working in HR Customer Service role.
- Experience of processing high volume HR queries at speed and with accuracy.
- High computer literacy and ability to learn quickly to navigate a number of different IT platforms.

**Skills Preferred:
Desirable**:

- Ability to deliver results consistently in a fast paced HR Contact Centre.
- Experience of using a ticketing system to manage customer queries HR Systems experience in SAP and success factors.
- Experience of taking high volume queries via ticketing system / portal / live web chat and providing resolution and professional responses.
- SAP proficient including use of PB, PA and PPOSE.
- Degree qualified or equivalent experience preferred.

**Experience Preferred**:
**Key Interactions**:

- All company's UK employees (including Trade Union and Line Managers), Contact Centre Assistant, Team Leader Contact Centre Consultants and Team Leader HR Manager, Contact Centre Internal HR Direct Teams Tier 1 Service Operations and Tier 2.

**Key Performance Indicators**:

- Team KPIs: Standard Ticket SLA.
- 5 working days resolution: 90% Tier 1
- Resolution: 85% Quality Standard 80%
- Employee Satisfaction 85%

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

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We are an independent highly-experienced recruitment consultancy dedicated to specialist markets within the Automotive, Aerospace, Agricultural & Construction Industries.