HR Adviser - Helpdesk, based Liverpool

06 Mar 2019
05 Apr 2019
Full Time
Contract Type

About Amey

Amey are the people behind the public services you use every day - from roads, railways and schools to waste disposal, airports or the energy and water you use in your home; nearly every person in the UK will benefit from at least one Amey service each day.

Our HR Helpdesk in Liverpool sits within our HR Shared Service Centre and performs a pivotal role in providing 1st line customer support service to internal and external HR queries. In this varied and challenging position, you will demonstrate a broad knowledge of HR disciplines through handling incoming calls, dealing with incoming post and emails. Where possible, you will handle queries to resolution and provide first contact resolution, otherwise triaging queries to the relevant specialist teams. You will be passionate about customer focus and be a keen HR Generalist in the making.

What will this role involve?

In this role you can enjoy the lively atmosphere of being part of a large and thriving HR team. In this role you can put to into practice your generalist HR knowledge and/or even gain a range of HR knowledge spanning from onboarding, reward, payroll right through to learning and development.

  • Take ownership of the customer journey through active management Helpdesk cases into the HR SSC.
  • Provide best in class customer service, aiming to quickly resolve queries and issues, always striving to go the extra mile.
  • Confidently advise employees and people managers based on standard company policies and procedures.
  • Diagnose, resolve and provide general advice on payroll queries
  • Seamlessly identify which business area the query relates to, ensuring that the customer experience is optimised.
  • Take ownership of queries and actively manage these through the case management tool, providing best in class service and customer experience, whilst ensuring that advice adheres to policies and procedures.
  • Be one point of contact for line managers, supporting them in all people management practices.
  • Use multiple HR and Payroll systems to support the resolution of customer queries.
  • Be knowledgeable of the business operation and the structure of the business, including key contacts.
  • Maintain a working knowledge of HR policies and procedures.
  • Work within SLAs, always focusing on the excellent customer journey.

What are we looking for?

The customer will need to be at the heart of everything that you do, the ideal candidate will be focused on providing resolution to our customers on first contact and providing sound advice. You will be empowered to make decisions based on Amey policies and procedures and must have firm courage of convictions.

Ideally you will be an experienced HR or Payroll Assistant / Administrator wanting to further your career into an advisory role within a large and complex organisation

  • HR experience, and a basic understanding of HR policy and procedures (highly desirable but not essential).
  • CIPD Level 3 in HR Management (highly desirable, but not essential)
  • Basic knowledge of HR / Payroll legislation (preferable)
  • Experience handling and resolving payroll queries (desirable, not essential)
  • Demonstrate a proactive approach to delivering excellent customer service to stakeholders
  • Strong team player orientation - cooperative and willing to assist others
  • Proficient IT skills including MS Word, MS Excel and MS PowerPoint, and comfortable with numerical reasoning
  • Engaging communicator demonstrating influencing skills and an ability to adapt approaches to differing audiences.
  • Well organised, with the ability to multi-task, prioritise and manage competing demands. Strong multi-tasking capability, project and deadline oriented
  • Excellent attention to detail and accuracy
  • Strong team player orientation - cooperative and willing to assist others
  • Strong understanding and respect for confidentiality