People Advisor/HR Advisor - Hampshire

ROLE: PEOPLE ADVISOR/HR ADVISOR - HAMPSHIRE

The role is part of a team who provide the first response to queries primarily via a telephone helpline and self-service portal, but also by email and face to face. The Advisor works directly with employees and leaders providing quick responses, answers, advice and guidance/coaching on the use of internal systems for all self-service applications, the provision of first level employee relations advice, and the application of benefits, policies, processes and general people matters.

DUTIES:

- Taking inbound calls and web based queries from employees on the use of the internal system for all self-service transactions.
- Taking inbound calls and web based queries as the first point of contact for queries giving accurate information and basic advice to employees and managers on policies, procedures, benefits and general people matters.
- Logging queries from inbound calls and managing updates quickly and accurately into a call logging and case management system responding promptly, resolving issues, managing expectations and ensuring a positive experience for all employees.
- Establishing requirements and concerns and using effective listening and questioning to understand the root cause of a question or concern.
- Escalating or redirecting queries where they cannot be resolved at the first level, and owning the case through to completion and ensuring that a response has gone back to the employee.
- Working with the People Services team to analyse information from the case management system and identify trends and opportunities

EXPERIENCE: Role holders are likely to have a significant background in a HR Advisor role in a complex environment.

TECHNICAL REQUIREMENTS:

- Employee Relations Advice
- Employment Law knowledge
- HR Information Systems with self-service.
- Numerate
- Microsoft Excel to intermediate level basic calculations, sorting, pivot tables, vlookup, charts for reporting purposes
- Microsoft Word to produce letters, mail merges, tables
- Data Protection Act knowledge in relation to processing and storing personal data
- Accuracy and attention to detail
- Customer Service

Desirable:

- CIPD qualified or working towards qualification
- Microsoft Excel
- Microsoft Word