HR Assistant - 36562

  • Location


  • Sector:


  • Job type:


  • Salary:

    Market related

  • Contact:

    Lois Weston

  • Contact email:

  • Contact phone:

    01384 446119

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    over 1 year ago

  • Expiry date:


  • Consultant:


Ref: 36562

Title: HR Assistant

Division: Human Resources

Contract Position based at: Whitley


Position Description:

HR Assistant

This is a HR Assistant role based at Whitley. The role sits within the Contact Centre team within HR Direct. This role is responsible for responding to high volume HR queries. These will mainly relate to advising employees on working hours changes work, life and family leave policies redundancy related questions agency to permanent staff conversion questions

Key Accountabilities and Responsibilities

  • Assist with employee queries to ensure all transaction and administrative processes are executed accurately and in line with the relevant service level agreements.
  • Answer all incoming queries within a specified time to ensure Service Levels are met
  • Utilise active questioning skills to understand the root cause of the employees` questions and escalate to the relevant Tier 2 team or Contact Centre Consultant team as required if the question resolutions exceed a transactional or policy awareness requirement.
  • Manage operational workload to ensure all Contact Centre processes are executed accurately as per the service level agreements
  • Undertake any other work as directed by their line manager in connection with their job as may be requested

Key Performance Indicators

  • Speed of Answer of Telephone Enquiries to Contact Centre HR Assistant Team
  • First Contact Resolution of Tickets received by Contact Centre HR Assistants
  • Considered responses given to Email and Portal responses
  • Case Resolution to Tickets received
  • Processing speed of standard transaction requests

Key Interactions

All Jaguar Land Rover UK employees (including Trade Union and Line Managers)

Contact Centre Assistant

Team Lead

Contact Centre Consultants and Team Lead

Internal HR Direct teams

Tier 1 Service Operations and Tier 2

Skills Required:

  1. Previous experience of working in HR Customer Service role
  2. Experience of processing high volume HR queries at speed and with accuracy
  3. High computer literacy and ability to learn quickly to navigate a number of different IT platforms

Skills Preferred

  • Ability to deliver results consistently in a fast paced HR Contact Centre
  • Experience of using a ticketing system to manage customer queries
  • HR Systems experience in SAP and SuccessFactors
  • Experience of taking high volume telephone queries and providing advice to callers
  • SAP Proficient including use of PB, PA and PPOSE

Experience Required:

  • An 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
  • A good team player who is able to work to predefined procedures
  • An individual with the ability to prioritise their workload
  • An individual with the ability to make timely decisions in line with agreed procedures and escalate as appropriate
  • An individual with a customer focused approach
  • An individual who strives to achieve their workload at pace but with high accuracy

Additional Information:

This role is deemed INSIDE IR35


If you are interested in this position, please APPLY NOW. For more information, contact Lois Weston at Jonathan Lee Recruitment on 01384446119.

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Contracts are those of an Employment Business.

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