Employee Services Professional

Role Description

As an Employee Services Professional, you will be responding to queries and handling requests for service via telephone and email, providing advice and guidance relating to HR processes handled by the Employee Services Team, with a predominant focus on Central Filer processes, based at Warton Site.

On occasion, there may be requirement to also support processes within the wider Employee Services team including Exit, Retirement, Fixed Term Contract Expiry and Central Correspondence.

Core Duties

• Providing advice on services and offering support with minimal supervision, following established methods and procedures, but on occasion judgement may need to be exercised
• Handling requests which relate to Employee Services processes to agreed service level specifications and accuracy measures
• Achievement of individual and team quality performance measures and standards
• Responding to and resolving email and telephone queries and providing relevant advice, in line with policy
• Taking ownership and responsibility of requests and queries from initial requests to resolution
• Building and developing effective and collaborative relationships with colleagues and customers
• Ensuring procedures and policies are adhered to, including data protection and confidentiality guidelines
• Supporting continuous improvement projects and implementation of new processes within the Employee Services Team

Individual

Knowledge

• Customer Service experience
• Strong Administration background
• Knowledge of HR administration is desirable

Skills

• Experience of working with customers
• Ability to work at a fast pace, sometimes working under pressure to challenging deadlines whilst maintaining the highest of standards of accuracy
• Excellent interpersonal, teamwork and communications skills
• Self motivated, enthusiastic team player with a positive 'can do' attitude
• Strong attention to detail
• Ability to prioritise and organise own workload
• Proven experience of working in an environment with conflicting priorities
• Ability to follow policies and procedures
• Personal credibility and professional confidence
• Ability to build excellent relationships
• Influencing skills

Qualification

• Intermediate IT skills, in particular MS Word and MS Excel
• Minimum 4 GCSE's at Grade C or above including Mathematics and English