HR Advisor - Graduate

  • Lode Heath, Solihull (B91), B91 3LT
  • Unspecified
  • Graduate
  • Recently

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

HR Advisor

Solihull, West Midlands - B91 3LT

Salary £23,000 - £24,000

The Job Opportunity

As a MyHR Adviser will be the face and voice of the HR Shared Services function within Serco as the first point of contact for the HR customers ensuring all requests/ inquiries are processed with high levels of service excellence providing at all times to all levels within the organisation.

You will provide HR guidance for online, telephone, email and web customer’s queries, covering aspects of the employee life cycle and People Management processes in line with service level agreements and business rules.

Daily Duties Involve:

  • To take a high volume of incoming calls in a busy fast paced remote capacity
  • The HR Advisors are required to capture, track all requests & advise provided in the internal case management tool and manage re-assignment of queries/ request to the appropriate HR delivery team or transaction team to provide effective case management.
  • Clarify the needs of the employee/customer, answer inquiries, educate and bring to resolution at the earliest point of intervention within agreed service level agreements and business roles.
  • Work with sensitive data in line with data protection legislation.
  • Provide guidance on a number of Transactional and HR queries such as the completion of forms, guidance on our HR portal, flexible working, maternity, annual leave, death in service and absence (stage 1 and 2).
  • Demonstrate a high level of empathy and patience using the customer first approach.
  • Advising on and interpreting HR policy queries.
  • Dealing with basic Payroll Queries and triaging more complex issues to Payroll.
  • Make outbound contact with the customers to assist in resolution of queries or an employee life cycle event.
  • Capture and track all interactions with customers on the case management system, updates them regularly and stores all the documents in personnel files.
  • Understands the expectations of customers and delivers service that meets and exceeds customer’s needs within policy guidelines. Identifies and escalates issues that impact the delivery of quality service.
  • Uses defined procedures, knowledge bases and policies when providing service to the employee/partner. Follows through on commitments and take responsibility to achieve results. Maintain the appropriate level of process knowledge, customer satisfaction, and quality metrics. Utilise all available knowledge sources, procedures and tools available to maintain a level of professionalism.
  • Proactively reassign complex and problematic cases to the appropriate HR Delivery Experts, Transaction Centre teams or CoE to ensure rapid resolution or escalate required issues to the management team.

    What we are looking for in our candidates:

  • Proven customer service experience is essential
  • Experience working within an HR environment is essential
  • Experience working to agreed targets and SLA’s
  • Excellent communication skills, be flexible and friendly, with a high level of self-motivation & initiative
  • Strong telephone etiquette
  • Required to manage time effectively in order to complete heavy workload and meet deadlines
  • Excellent attention to detail, prioritisation and organisational skills
  • Articulate, confident and fluent communicator with a high level of oral and written English
  • A highly customer-orientated approach committed to achieving excellent levels of customer service.
  • Strong knowledge of MS Office, including Word, Excel, and Outlook

On occasion we receive significantly more applicants than expected for some vacancies and under such circumstances we reserve the right to bring forward the closing date of the advertisement. We therefore strongly advise you to apply for the role promptly to avoid disappointment should the closing date be brought forward. Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

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