HR Consultant - J37395521​/J37395444

Job Title: HR Consultant

Location:
Whitley, Coventry

Rate: £28.43ph via an Umbrella Company (Inside IR35) or £21.25ph on a PAYE basis

Employment Type:
Contract (12 months)

Hours:
Standard 40 Hours Per Week

Reference: J / J

Position

Description:

This role is an HR Consultant role based at Whitley, Coventry. The team operates hybrid working, therefore working remotely from home for some of the time and attending the office for 2-3 days a week. The role sits within the Contact Centre within HR Direct which acts as the first point of contact for general HR queries from all colleagues and managers.

This employee focused role sits in the Contact Centre within HR Direct. The role is primarily to clarify and resolve employee enquiries relating to HR processes and policies, including recruitment, performance, reward or employee relations matters. The role manages queries received via email/email portal and escalations from the HR Virtual Assistant, and will also make outbound calls where necessary to discuss queries with employees.

The role is also responsible for pulling the absence report and managing the Un associated inbox as daily tasks, the latter being a repository for non-employee queries raised from non-company email addresses.

Key Performance Indicators

• First Contact Resolution of Tickets received by Contact Centre – 85%
• Considered responses given to Email, Virtual Assistant and Portal responses
• Case Resolution to Tickets received in line with service SLA’s – 5 days resolution: 90%
• Quality of responses to meet ticketing audit requirements- 80%
• Employee Satisfaction – 85% in ticketing and 95% in Virtual Assistant

Key Accountabilities and Responsibilities

• First point of contact for UK based employees, answering queries via outbound calling and email / portal / virtual chat on HR policy and procedures
• Understand the employees query, identify the correct policy to suit their circumstances, help them understand the policy and then enable them to apply the policy to their circumstances.
• Utilise knowledge of employment law and the company policy to coach managers in applying policies in the correct way and minimise risk to the business
• 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
• Assist in the development, maintenance and deployment of policies under the HR Direct area
• Undertake any other work as directed by their line manager in connection with their job as may be requested

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 including substantial knowledge of key HR practices such as disciplinary, grievances, absence management and performance
• Good understanding of UK employment law
• 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, and Success Factors proficient including use of Employee Central
• Working knowledge of ticketing systems – preferably Cloudfor Service (C4S)
• Experience of managing a high volume of queries
• Experience of managing chat escalations from a virtual agent / chat bot

Personal Profile

Essential:

• An individual with a customer first mindset 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…