AskHR Administrator

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Location:

Boscombe Down, Amesbury Wiltshire

Role Type:
Permanent – Full Time, minimum 3 days per week onsite

Role

To act as the first point of contact for all HR queries through the AskHR service, delivering accurate, timely and customer-focused support across the full range of HR policies, processes and systems, including Success Factors. The role ensures that employees and managers receive high-quality assistance, issues are resolved at first contact wherever possible, and cases are progressed compliantly through the service model.

• Provide first-line support to employees and managers across all contact channels (ticketing system, email, phone, and in-person drop-ins as required).
• Log, triage and manage all queries within the AskHR case-management system, ensuring accurate categorisation, documentation, and timely updates.
• Deliver clear, professional and solution-focused guidance, with consistent application of HR policies, procedures, work instructions, and employment practices.
• Resolve issues at first point of contact wherever possible, escalating only when appropriate with full and accurate information.
• Maintain a high level of customer service and responsiveness at all times.

• Take ownership of enquiries from initial contact through to resolution, ensuring progress is tracked and communicated to the customer.
• Ensure compliance with all organisational policies, including data protection, audit requirements, and standard operating procedures.
• Support maintenance of HR knowledge content, work instructions and process documentation to ensure they remain accurate, current and user-friendly.
• Contribute to the reduction of aged tickets and help optimise workflow management within the team.

• Identify recurring issues or process pain-points and proactively suggest improvements or self-service opportunities.
• Support the development and publication of self-help guides, FAQs, and knowledge articles to improve customer autonomy and reduce repeat demand.
• Participate in root-cause investigations and continuous improvement activities in partnership with colleagues across Employee Services.

• Liaise with Level 2 specialists (Manager Advice, HR Service Delivery, Payroll, TA/Onboarding) and third-party providers to progress cases efficiently.
• Ensure handoffs to specialist teams follow clear, complete and compliant escalation protocols.
• Work collaboratively within AskHR to help meet shared targets, including SLA performance, quality scores, and service experience measures.

• Strong customer service orientation with the ability to handle high-volume enquiries professionally and calmly.
• Good understanding of HR processes across the employee lifecycle (new starter processes, contractual changes, leave, absence, benefits, offboarding, etc.).
• Strong verbal and written communication skills, with an ability to articulate guidance clearly to a non-technical audience.
• High degree of accuracy, attention to detail, and disciplined record-keeping.
• Ability to manage competing priorities and maintain service levels in a fast-paced environment.
• Strong Excel and general IT skills; confidence navigating multiple systems simultaneously.
• Working knowledge of Success Factors (Employee Central, Onboarding, etc.) or similar HRIS platforms.
• Experience working in a shared service, ticketing or service centre environment.
• Familiarity with case management systems, workflows, and SLA-based service delivery.
• Understanding of basic employment law and HR policy frameworks.

• Customer-centred mindset –…