HR Administrator
Solihull, B91 3QJ (hybrid)
Full Time, Permanent (37.5 hours per week)
£22,500 per annum plus benefits
Serco are a leading global services provider committed to delivery essential public services across Defence, Health, Justice & Immigration, Community Services, Leisure and Environmental. We are currently 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.
Main responsibilities of the role include:
- 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.
- 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.
- 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).
- 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 qualification would be advantageous.
- Previous Experience in a HR Shared Service or phone-based environment is desirable but not essential.
- Excellent communication skills, be flexible and friendly, with a high level of self-motivation & initiative.
- Strong telephone etiquette.
- Required to manage time effectively 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.
What we offer:
- 25 days annual leave plus bank holidays.
- Annual leave purchase scheme.
- Up to 6% contributory pension scheme
- Flexible working options.
- Free onsite parking.
- Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
- A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
- A safe and supportive culture.
- A company passionate about diversity and inclusion.
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
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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 Gold Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.
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