JOB TITLE: HR Advisor Full-Time Temp to Perm. Monday to Friday Key Responsibilities include; * Clarify the needs of the employee/customer, answer inquiries, educate and bring to resolution at the earliest point of intervention within agreed service level agreements and business roles. * Work with sensitive data in line with data protection legislation. * Provide guidance on a number of Transactional and HR queries such as the completion of forms, guidance on our HR portal, flexible working, maternity, annual leave, death in service and absence (stage 1 and 2). * Demonstrate a high level of empathy and patience using the customer first approach. * Advising on and interpreting HR policy queries. * Dealing with basic Payroll Queries and triaging more complex issues to Payroll * 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 case management system, updates them regularly and stores 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. * Uses defined procedures, knowledge bases and policies when providing service to the employee/partner. Follows through on commitments and take responsibility to achieve results. Maintain the appropriate level of process knowledge, customer satisfaction, and quality metrics. Utilise all available knowledge sources, procedures and tools available to maintain a level of professionalism. * Proactively reassign complex and problematic cases to the appropriate HR Delivery Experts, Transaction Centre teams or CoE to ensure rapid resolution or escalate required issues to the management team. * Work with the Shared Services Managers to agree and implement strategies that support business objectives. * Utilise all available knowledge sources, procedures and tools available to maintain a level of professionalism. Qualifications: * 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 is desirable but not essential * Payroll Experience is very desirable but not essential * Previous Experience in a HR Shared Service or phone based environment is desirable but not essential Skills and Knowledge: * Have excellent communication skills, be flexible and friendly, with a high level of self-motivation & initiative * Strong telephone etiquette * Required to manage time effectively in order 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 * Knowledge & experience of records management and information legislation * Good knowledge of working in an electronic environment essential * Analytical and Organisational Skills * Exceedingly well organized, flexible and someone who likes to work under challenges and pressure * Proactive, resourceful and efficient, with a high level of professionalism and confidentiality * Strong knowledge of MS Office, including Word, Excel, and Outlook * Ability to work with ambiguity and minimum instructions * Excellent attention to detail, prioritisation and organisational skills * Articulate, confident and fluent communicator with a high level of oral and written English * A highly customer-orientated approach, committed to achieving excellent levels of customer service. * A creative `can-do` attitude and preparedness to meet new challenges TO APPLY Please call to book in your interview on 01384 212600 or email jack.cupitt@hrgo.co.uk for further details.