One Desk Advisor - HR

Guidant Global is recruiting on behalf of a highly recognised university for a One Desk Advisor (HR), for a 3-Month contract duration with an immediate start.

One Desk offers our customers a single point of contact for all PS Hub functions, responding to all enquiries via telephone, email and live chat. One Desk receives thousands of customer contacts on a daily basis, from students, staff members, suppliers and other partners. The team push to deliver timely and excellent advice to our customers, as well as striving to continuously improve and develop our services.

In this role, you can expect to:

• Respond to all queries within agreed SLA's, resolving at first point of contact where possible via multiple channels such as telephone, email and chat to enhance the customer service experience.

• Take ownership of employee queries and see them through to resolution, with a keen focus on outstanding customer service, whilst following team ways of working.

• Clearly understand and work within service delivery boundaries and published Tier2/internal escalation routes

• To collaborate and engage with the wider PS Hub community to provide a responsive, consistent, and forward-thinking service.

• Be seen as an expert in relevant policies, processes, technology and systems

• Develop effective, positive relationships with customers, departmental contacts, and PS colleagues to positively assist in meeting their business needs.

• Provide a flexible working approach, with the ability to support the wider PS Hub teams when required

• Utilise training materials to provide query resolutions

• Keep confidential records of customer interaction, transactions comments and complaints, using the tools provided

• Provide a flexible service, and implement agreed modifications or workarounds where appropriate

• Contribute to updating and maintaining training materials when requested

• Special working conditions. You may be required to work a shift pattern outside of standard office hours as a condition of this post. The precise hours and pattern of the shift will be determined by your line manager after consultation with you.

We're looking for candidates who have:

Qualifications, experience and knowledge

• Proven experience and working knowledge of UK Right to Work legislation, recruitment or employment administrative procedures, and customer service focused practices, within a large complex organisation.

• Experience of using a CRM system, such as RemedyForce, to manage customer correspondence.

• Experience in providing HR Support in large complex organisation and across a range of services

• Proven experience and working knowledge of customer service focused practices, within a large complex organisation

• Experience providing high quality and accurate advice in a fast-paced customer focused setting

Skills and abilities

• Commitment to maintain and keep up to date with changes in technology, legislation and procedures relating to the role

• Proven experience of a consistently high level of accuracy and attention to detail

• A team player, able to meet service standards at a personal, team and department level

• Proven experience of managing own workload through effective prioritising, time management, organisational skills, and able to both motivate oneself and colleagues

• The ability to communicate effectively, have empathy with, and relate to a customer, providing logical and accurate advice

• Experience of and ability to explain policy/process/technology usage to a range of customers

• Good analytic and problem-solving skills, with a drive to use own initiative

Ways of Working

• Delivering work to agreed standards

• Understanding other people's perspectives

• Taking responsibility for your work

Desirable Criteria

• Experience HR/Payroll or Finance database (Oracle would be advantageous)

• Customer Service training or qualification

• Lean Six Sigma certified or similar qualification

• ITIL qualified

• CIPD qualified

You will receive various benefits including weekly pay, a monthly recognition scheme, a refer-a-friend scheme, and visibility on potential permanent opportunities at the institution.

Guidant Global is acting as an Employment Business in relation to this vacancy.