HR Consultant – Contact Centre - J38887

Job Title: HR Consultant – Contact Centre

Location: Whitley

Rate: £21.88 ph via an Umbrella Company (Inside IR35) or £16.80 ph PAYE

Employment Type: Contract (9 months)

Hours: Standard 40 Hours Per Week

Reference: J38887

Description:

This role sits in the Contact Centre within the HR Direct. The role is primarily to clarify and resolve employee enquiries relating to a project for a group of employees.

The role will need to understand query management and employee relations for the project. The role will manage queries received via email and escalations from the HR Virtual Assistant and will also make outbound calls where necessary to discuss queries with employees.

The role will carry out transactional activity such as updating a SharePoint FAQ site, as well as attending escalation calls with an external company. The SLA for queries for this project is 2 days, therefore accuracy for answers within a quick turnaround is required.

Key Performance Indicators:

First contact resolution of tickets received by contact centre.
Considered responses given to email and portal responses.
Case resolution to tickets received in-line with service SLA’s.
Quality of responses to meet ticketing audit requirements.
Complete transactional activity in-line with the project timing plan.

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 deliver in a complex, highly demanding environment.
An individual who is a problem solver.
An individual with the ability to combine a short-term, pragmatic focus with longer-term planning.
An individual who is resilient, energetic and enthusiastic, able to deliver results under pressure, whilst responding constructively to challenging new ideas and inputs.
An individual who is able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style.
A good communicator who can communicate complex ideas.
An effective Team Player who can actively leads, develop and support team members.
Resilient and enthusiastic, an individual able to deliver results under pressure.

Desirable:

An individual who enables speed in decision making through establishing alignment, clarity, appropriate resources and sense of urgency whilst bringing others along.

Key Accountabilities and Responsibilities:

First point of contact for client's UK based employees, answering queries via outbound calling and email / portal / virtual chat on new terms and conditions.
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.
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.
Undertake any other work as directed by their Line Manager in connection with their job as may be requested.

Key Interactions:

All our client's UK Employees, including Trade Union.
Internal HR Direct Teams – Tier 1 Service Operations and Tier 2.
International HR Managers.
Other supporting functions i.e. Payroll, Business Protection, IT, Company Vehicles, Manpower.
Other HR functions – HRBP, CoE.

Knowledge, Skills and Experience:
Essential:

Previous experience of working in an HR Employee Advisory role.
Degree qualified or equivalent experience is preferred.
Excellent communication skills, both in spoken and written.
Strong Generalist HR experience.
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.
Working knowledge of Ticketing Systems and preferably CloudforService (C4S).
Experience of using a Recruitment System and preferably Success Factors.
Experience of managing a high volume of queries.
Experience of managing chat escalations from a virtual assistant or chat bot.

Additional Information:

This role is INSIDE IR35

Job Type: Full-time

Salary: £16.80 per hour

Schedule: