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HR Customer Services Administrator

Job Title: HR Customer Services Administrator
Contract Type: Permanent
Location: Solihull
Start Date: ASAP
Reference: SS26401
Job Published: October 11, 2018 15:38

Job Description

Reference numberSS26401RegionUKLocationWest MidlandsSub locationSolihullFunctionHuman ResourcesEmployment typeFull TimeHourly Rate BandsN/ASalaried/Hourly-PaidSalaried
As a HR Customer Services Administrator, you will handle Administration based Helpdesk queries to resolution, otherwise triaging queries to the relevant specialist teams. You will be passionate about customer focus and delivering a service in line with specified SLAs and KPIs.


Support the Customer Services Advisors with all administration based queries such as:
Inbound emails / calls for Leavers
Inbound emails / calls for Change of personal details
Forwarding of documents to PPS - medical certificates, P45s, duplicate document requests
Inbox triage - linking and moving cases to other HR Operations teams
Basic inbox queries e.g. process based advice
E Payslip opt out requests and queries
Issuing letters for E Payslip opt outs or change of bank details
Recording of contact email addresses not held in Salesforce
Maintenance of FAQs
Phone cover during peak times e.g. pay days
Supporting admin for other teams e.g. enveloping of mail merges for the ER Admin team
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.
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 tool, providing best in class service and customer experience, whilst ensuring that advice adheres to policies and procedures.
Use multiple HR and Payroll systems to support the resolution of customer queries.
Be a subject matter expert on the HR intranet pages, supporting managers to find documents that they need.
Maintain accurate and thorough case management records.
Any other reasonable duties that may be required from time to time.
Be aware of the Business Continuity Plan for the HR SSC team


Knowledge skills & experience

Customer service skills – demonstrate a proactive approach to delivering excellent customer service to all internal and external customers.
Quality orientation - Shows awareness of goals and standards. Follows through to ensure that quality and productivity standards are met.
Action orientation - Demonstrates a readiness to make decisions, take the initiative and originate action.
Resilience - Maintains effective work behaviour in the face of setbacks or pressure. Remains calm, stable and in control of themselves.
Oral communication - Speaks clearly, fluently and in a compelling manner to both individuals and groups.
Written communication - Writes in a clear and concise manner, using appropriate grammar, style and language for the reader.
Accurate keyboard skills and data entry experience (benchmark of 6000 key depressions and 95% quality on data inputting screening test).
HR experience, and a basic understanding of HR policy and procedures (highly desirable but not essential).
An understanding of HR systems would be an advantage.

A minimum of 5 GCSE’s (or equivalent) including English and Maths.
Excellent customer service focus.
Passion for a career in Human Resources.
CIPD qualified or part qualified preferred.
Good attention to detail and accuracy.
Well organised, with ability to work to tight deadlines.
Ability to work well in a team and to work on own initiative.
Cooperative and willing to assist others.
Strong understanding and respect for confidentiality.
Ability to use computer applications, e-mail, MFD (Multi Functional Device) and telephone.


Interserve's vision is to redefine the future for people and places. We are one of the world's foremost support services and construction companies, operating in the public and private sectors in the UK and internationally. We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the UK and is listed in the FTSE 250 index. We have gross revenue of £3.6 billion and a workforce of 80,000 people worldwide.