Maximus

The HR Solutions Centre (HRSC) provides high quality administrative and transactional processing support in the delivery of HR lifecycle and HR calendar events.  The HRSC utilises knowledge of human resource systems and processes to advise personnel on policy related matters, right to work, vetting, and payroll all within predetermined Service Level Agreements (SLA’s).

 The HR Solutions Administrator will be tasked with providing high quality call centre support. Duties will include but are not limited to:

• provide first level (Tier I) support to employees and management on inquiries; including variations of contracts and other employment data changes, policy related matters, right to work, systems and payroll
• remain within predetermined Service Level Agreements (SLA’s) while providing continuous high quality customer service via email and phone transactions. 
  

 Specific Responsibilities

• Provide call centre support by opening and resolving tickets through a Human Resource ticketing system to capture all requests and inquiries submitted via phone, email, or Chat.
• Perform accurate data entry into the HR database and other HRIS systems to include updating employee records and payroll corrections.
  
• Provide excellent telephone customer service skills to ensure the correct information is gained and queries are resolved.
  
• Provide and maintain professional and quality customer service to employees and managers across the business.
  
• Work professionally and effectively with other Central teams involved in the employee lifecycle, such as Payroll, HR Operations and Recruitment.
  
• Run reports through Query Builder and other information from systems to efficiently resolve inquiries.
  
• Verify data entries and manual processes for accuracy and completeness through a Quality Control measurement.
• Ensure that all opened tickets are effectively managed and closed according to predetermined Service Level Agreements (SLA’s)
  
• Support HRSC colleagues in delivering timely and accurate advice to clients
  
• Sign-post employees and Line managers appropriately
  
• Escalate any items outside of their own skill set or capabilities to the HRSC Senior Administrator
  
• Perform other duties as assigned by management
  

 Requirements /Key Performance Measures for this role

 * Proven background in providing customer service/client focus skills

 * Ability to act expediently to resolve client issues

 * Proficiency in Microsoft Office

 * Good verbal, written and numeracy skills

 * Ability to embrace change and effectively adapt to change Ability to manage high volumes of requests and work under pressure

Skills & Qualifications

• Human Resource internship or experience in Human Resources
• CIPD level 3 qualification or willing to work towards is desirable