HR Consultant - Contact Centre

The role is primarily to clarify and resolve employee enquiries relating to HR processes and policies, including (but not limited to) recruitment, performance, reward or employee relations matters.  The role manages queries received via email / portal and escalations from the HR Virtual Assistant and will also make outbound calls where necessary to discuss queries with employees. The role is also responsible for the pulling of the absence report and management of the Un associated inbox as a daily task, the latter being a repository for non-employee queries raised from non-email addresses.\n\nKey Performance Indicators:\n\nFirst Contact Resolution of Tickets received by Contact Centre – 85%.\nConsidered responses given to Email, Virtual Assistant and Portal responses.\nCase Resolution to Tickets received in line with service SLA’s – 5 days resolution: 90%.\nQuality of responses to meet ticketing audit requirements- 80%.\nEmployee Satisfaction – 85% in ticketing and 95% in Virtual Assistant.\nKey Accountabilities & Responsibilities:\n\nFirst point of contact for UK based employees, answering queries via outbound calling and email / portal / virtual chat on HR policy and procedures.\nUnderstand the employees query, identify the correct policy to suit their circumstances, help them understand the policy and then enable them to apply the policy to their circumstances.\nUtilise knowledge of employment law and JLR policy to coach managers in applying policies in the correct way and minimise risk to the business.\nResponsible for building rapport with employees to enable an accurate understanding of their query.\nMaintain effective relationships with the wider HR community and the business i.e. CoE, Shared Delivery HR, Business HR and employee base.\nSupport operational management to ensure all transactional and administrative processes are executed accurately as per the service level agreements.\nWork effectively as part of the HR Direct operational team.\nAssist in the development, maintenance and deployment of policies under the HR Direct area.\nUndertake any other work as directed by their line manager in connection with their job as may be requested.\nKey Interactions:\n\nAll company UK employees, including Trade Union.\nInternal HR Direct teams – Tier 1 Service Operations and Tier 2 .\nContact Centre Consultants Team Lead.\nHR Manager – Contact Centre.\nInternational HR Managers.\nOther supporting functions i.e.

Payroll, Business Protection, IT, Company Vehicles, Manpower.\nOther HR functions – HRBP, CoE.\nEssential Skills, Knowledge and Experience Required:\n\nPrevious experience of working in an HR employee advisory role.\nDegree qualified or equivalent experience preferred.\nExcellent communication skills – both spoken and written.\nStrong generalist HR experience including substantial knowledge of key HR practices such as disciplinary, grievances, absence management and performance.\nGood understanding of UK employment law.\nIT literate including strong working knowledge of Microsoft Word, PowerPoint and Excel.\nDesirable Skills, Knowledge and Experience Requested:\n\nAbility to deliver results consistently in a fast-paced HR Contact Centre.\nProven Project Management experience using Project Management techniques e.g. Project Planning, Risk Management etc…\nExperience of stakeholder management .\nExperience of process development.\nSAP proficient including use of PB, PA and PPOSE, and Success Factors proficient including use of Employee Central.\nWorking knowledge of ticketing systems – preferably CloudforService (C4S).\nExperience of managing a high volume of queries.\nExperience of managing chat escalations from a virtual agent / chat bot.\nEssential Personal Profile Required:\n\nAn individual with a customer first mindset who is easy to do business with and makes people feel special, driven to deliver experiences that are personalised, transparent and dependable.\nAn individual who is results driven, demonstrates, tenacity, drive and perseverance, with the ability to deliver in a complex, highly demanding environment.\nAn individual who is a problem solver.\nAn individual with the ability to combine a short term, pragmatic focus with longer term planning.\nAn individual who is resilient, energetic and enthusiastic, able to deliver results under pressure, whilst responding constructively to challenging new ideas and inputs.\nAn individual who is able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style.\nA good communicator who can communicate complex ideas.\nAn effective team player, actively leads, develops and supports team members.\nResilient and enthusiastic, an individual able to deliver results under pressure.\nDesirable Personal Profile Requested:\n\nAn individual who enables speed in decision making through establishing alignment, clarity, appropriate resources and sense of urgency whilst bringing others along