Our premium brand Automotive client is currently recruiting for the following role:

HR Consultant (37190429) - £27.21/hr (Inside IR35) - Coventry & Hybrid - 12 Months (potential for yearly renewal)

The Opportunity
This role is a HR Consultant role based in Coventry and sits within the Contact Centre within HR Direct which acts as the first point of contact for general HR queries from all colleagues and managers.
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 tasks, the latter being a repository for non-employee queries raised from non-client email addresses.

Key Performance Indicators
- First Contact Resolution of Tickets received by Contact Centre - 85%
- Considered responses given to Email, Virtual Assistant and Portal responses
- Case Resolution to Tickets received in line with service SLA’s - 5 days resolution: 90%
- Quality of responses to meet ticketing audit requirements - 80%
- Employee Satisfaction - 85% in ticketing and 95% in Virtual Assistant

Key Accountabilities and Responsibilities
- First point of contact for UK based employees, answering queries via outbound calling and email / portal / virtual chat on HR policy and procedures
- Understand 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.
- Utilise knowledge of employment law and client policy to coach managers in applying policies in the correct way and minimise risk to the business
- Responsible for building rapport with employees to enable an accurate understanding of their query,
- Maintain effective relationships with the wider HR community and the business i.e. CoE, Shared Delivery HR, Business HR and employee base
- Support operational management to ensure all transactional and administrative processes are executed accurately as per the service level agreements
- Work effectively as part of the HR Direct operational team
- Assist in the development, maintenance and deployment of policies under the HR Direct area
- Undertake any other work as directed by their line manager in connection with their job as may be requested

Skills / Experience Required:
- Previous experience of working in an HR employee advisory role
- Degree qualified or equivalent experience preferred
- Excellent communication skills – both spoken and written
- Strong generalist HR experience including substantial knowledge of key HR practices such as disciplinary, grievances, absence management and performance
- Good understanding of UK employment law
- IT literate including strong working knowledge of Microsoft Word, PowerPoint and Excel
Desirable:
- Ability to deliver results consistently in a fast paced HR Contact Centre
- Proven Project Management experience using Project Management techniques e.g. Project Planning, Risk Management etc.
- Experience of stakeholder management
- Experience of process development
- SAP proficient including use of PB, PA and PPOSE, and Success Factors proficient including use of Employee Central
- Working knowledge of ticketing systems – preferably CloudforService (C4S)
- Experience of managing a high volume of queries
- Experience of managing chat escalations from a virtual agent / chat bot

Additional information:
This role is on a contract basis and is Inside IR35.
Hybrid working - Office 2-3 days per week

The services advertised by Premea Limited for this vacancy are those of an Employment Business.
Premea is a specialist IT & Engineering recruitment consultancy representing clients in the UK and internationally within the Automotive, Motorsport and Aerospace sectors.

The services advertised by Premea Limited for this vacancy are those of an Employment business.