HR Assistant 38572

Job Description

HR Assistant - 38572Pay Rate: up to £15.50/hr Ltd/Umbrellainside IR35 (PAYE option available)Division:Human ResourcesContract Position based at:Whitley (hybrid working)Position Description:The HR Assistant 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 role is responsible for dealing with employee queries relating to HR transactionsand policy in an accurate and timely manner. These sorts of queries mainly relate to updating personal details, identification and escalation of critical queries that require immediate attention of other HR specialist teams, offboarding/employee resignationnotifications, stand in / step up for roles, and Attendance Management document processing.This role will also work with the HR Assistant Team Lead on process optimisation for the Contact Centre Team, documenting process guides and work instructions to streamline processes and work with our offshore partner in India as well as progressing automationopportunities. The HR Assistant will manage employee queries via the ticketing system for questions raised by email and via the People Portal. The Assistant will also manage escalated queries.Key Accountabilities and Responsibilities

• Assisting with employee queries to ensure all transaction and administrative processes are executed accurately and in line with the relevant service level agreements.
• Answering all incoming queries within a specified time to ensure Service Levels are met
• Utilising active questioning skills to understand the root cause of the employees questions and escalate to the relevant Tier 2 team or Contact Centre Consultant team as required if the question resolutions exceed a transactional or policy awareness requirement
• Ensuring employee return to work (RTW) interview documents are validated against the attendance management process and alerting managers where a RTW document has been completed incorrectly.
• Contributing to the continuous improvement of HR systems and practices by raising issue & improvement tickets within the system (SAP C4S)
• Managing operational workload to ensure all Contact Centre processes are executed accurately as per the service level agreements
• Undertaking any other work as directed by their line manager in connection with their job as may be requested

Essential Skills, Knowledge and Experience:

• Previous experience of working in HR Customer Service role
• Experience of processing high volume HR queries at speed and with accuracy
• High computer literacy and ability to learn quickly to navigate a number of different IT platforms

Preferred

• Ability to deliver results consistently in a fast-paced HR Contact Centre
• Experience of using a ticketing system to manage customer queries
• HR Systems experience in SAP and SuccessFactors
• Experience of taking high volume queries via ticketing system / portal / live web chat and providing resolution and professional responses
• SAP proficient including use of PB, PA and PPOSE

Personal Profile:

• Customer focused mindset
• A good team player who can work to predefined procedures
• Ability to prioritise workload
• Ability to make timely decisions in line with agreed procedures and escalate as appropriate
• Strives to archive workload at pace but with high accuracy
• Resilient and enthusiastic, an individual able to deliver results under pressure
• An individual who is keen to learn and has a desire for a career in HR generalist role

Education:Degree qualified or equivalent experience preferredAdditional Information:** THIS POSITION IS CONFIRMED INSIDE IR35 **For further information, please send your interest and CV toYour CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Contracts are those of an Employment Business.