HR Shared Services Contact Advisor

£23000 - £26000/annum
17 Jul 2017
16 Aug 2017
Contract Type
Full Time
A global leading professional services firm are seeking a HR Contact Team Advisor to join their newly created team based in Watford. The candidate will be providing firstline advice and support to their customers answering related HR queries. You will be responsible for managing all calls and emails demonstrating and in-depth knowledge and understanding of all HR policies within the company, resolving all queries using the resources provided for the team.

The requests will be logged on a ticketing system and you will work with the rest of team to ensure the tickets are managed within agreed SLA's. The role is fast paced and customer focused and the successful candidate will use their own initiative in order to provide a high level of service to all their customers. The role is on a 12 month contract with the view to go permanent.

The successful candidate will have worked within a similar position such as Shared Service Centre, in a large organisation dealing with a high volume of calls. They will ideally have experience and knowledge within HR but MUST have the customer service background dealing with enquiries.

Key responsibilities:

* Understand HR Shared Service vision and strategy, supporting the drive to fully embed this within People Operations and the wider firm
* Act as a first point of contact for all customer emails and telephone enquiries, on a rota basis, between the hours of 8.30am and 5.30pm, responding and resolving an agreed baseline of queries at the first point of contact, without the need for escalation, ensuring customer satisfaction every time, exceeding customer expectations where possible
* Review and allocate all requests received into the team, resolving them where possible and escalating to colleagues in the relevant teams when required, ensuring agreed SLAs are met
* Promote the People portal to our customers and colleagues, by directing traffic to the relevant pages and working with the portal team to ensure the pages remain up to date and contain comprehensive content, identifying any gaps working with the team to address these
* Where more complex matters require escalation, pass these to the appropriate HR Operations team within 1 working hour
* Develop and manage successful working relationships with our UK People Function colleagues, working together in partnership, to deliver an excellent customer experience
* Be a role model for the Firm's values, demonstrating these and embedding them in everything we do
* Champion the term Excellence, and apply a customer focussed approach to each case, demonstrating consistency in the promises made in our People Pledge
* Should the firm declare a business emergency and invoke the business continuity plan, the Contact Team will become part of the call centre for employees, friends and family, and liaise with the Police and other government agencies as and when necessary

Skills & Experience required

* Excellent customer service skills, with a passion for delivering an outstanding level of service to a wide and complex client base
* A team player, proactively seeking opportunities to share and develop the knowledge and skills set within the Contact team
* Proven HR policy and process experience, gained a within a high volume, shared service operation is desirable although not essential; However a willingness to learn, understand and be able to advise on HR policy and process is essential
* High levels of resilience, with experience of working in a fast paced and highly pressurised client centric environment
* Strong communication skills, with the ability to speak clearly and fluently, and draft nonstandard communication
* Ability to manage own workload, planning and prioritising as needed
* Adaptable approach; high volumes of requests mean that team priorities are subject to change in line with business priorities and therefore ability to move quickly between tasks is essential

If you feel you fit the above criteria, please apply today.

Huntress does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK