HR Administrator
Solihull - hybrid
Full-time, 37.5 hours per week
£22,500 per annum pro rota
Here at Serco, we are seeking a HR Administrator to provide HR guidance for all administrative queries via telephone, email and webchat covering all aspects of the employee life cycle and people management processes in line with Service Level Agreements and Business Rules. You will support with Absence Management administrative queries via telephone, email and webchat including navigational queries, pending calls and being a point of escalation for our Absence Management platform.
As part of this you’ll:
- Clarify the needs of our customers by answering inquiries, educating and bringing to resolution at the earliest point of intervention within agreed service level agreements and business rules via telephone, email and webchat.
- Work with sensitive data in line with data protection legislation and support with GDPR requests from the point of receipt to the collation of required information working closely with internal teams and the business.
- Work with external suppliers such as HML (Health Management Limited) and Empactis (Absence Management) to support with Absence Manager administrative inquiries
- Creating Employment and Financial employee references and answer any questions our customers have
- Provide excellent customer service on all administrative guidance on transactional and HR related queries
- Demonstrate a high level of empathy and patience using the customer first approach
- 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 CRM system, updating regularly and storing 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
- Follows through on customer commitments and takes responsibility to achieve results. Maintains the appropriate level of process knowledge, customer satisfaction, and quality metrics. Utilises all available knowledge sources, procedures and tools available to maintain a level of professionalism
- Proactively reassign problematic/complex cases to the HR Advisory Team escalating to Operations Team Lead where appropriate to ensure rapid resolution
- Work with the Shared Services Management Team to deliver Engagement Activities that are aligned to Advisory Services
- Be responsible for Shared Services administrative duties including post in/out and the updating of collateral (Shared Services Contact Sheet)
- Utilise all available knowledge sources, procedures and tools available to maintain a level of professionalism
- Acts as an additional support to the HR Advisory Team as and when required by clarifying the needs of the employee/customer and anticipating the customers next needs, answer inquiries, educate and bring to resolution at the earliest point of intervention within agreed service level agreements and business roles via telephone, email and webchat.
What you’ll need to do the role:
- Numerate and literate, with GCSE`s in Maths and English grade A-C or equivalent
- Must be able to demonstrate experience in a Customer Service Environment
- CIPD is desirable but not essential
- Previous Experience in a HR Shared Service or phone-based environment is desirable but not essential
- Have 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
- Able to deal with a high volume of incoming phone calls and e-mails
- Ability to problem solve and evaluate customers’ needs
- Ability to work under pressure, whilst maintaining accuracy of handling cases
- Experience of working to KPIs and targets.
Why Serco:
Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won’t be hard to find. You'll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.
What we offer:
- Flexible working considered
- Pension – 6%
- Employee Assistance Programme
- Chance to contribute to innovation in the public services
- A company passionate about diversity and inclusion
- Serco Benefits
About Serco
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.
Apply
Please click on the apply button to be taken to our careers website
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.
We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We’re a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.
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