CUSTOMER EXPERIENCE CO-ORDINATOR

Proud to deliver high quality products and develop a high-quality career.
Competitive salary
Highly competitive rewards package including Group Pension
Excellent career progression prospects across the Bakkavor group
6 hours a day
Monday to Friday
Spalding
9 Months fixed term contract

ABOUT THE ROLE.

To provide high quality, consistent and compliant advice, support and resolution to all tier one customer requests for assistance to the People Hub, via People Services Helpdesk, email, telephone calls. Ensuring that all responses delivered are within agreed parameters in order to maximise customer efficiency, effectiveness, and confidence.
Administer HR transactional activities associated with the employee lifecycle promptly and within agreed procedures, standards and timescales

ROLE ACCOUNTABILITIES

• Provide first line advice, guidance and support to customer requests for assistance to the MyHR Shared Service Centre in a timely manner and in accordance with the MyHR Employee Service Standard Operating Procedures (SOPs), Service Level Agreement, Company policy, procedures and employment legislation.
• When necessary, liaise with colleagues in other areas of MyHR Services, Centre of Expertise or HR Business Units to resolve issues and provide service as appropriate, attempting to resolve matters first time, as opposed to simply handing-off. Ensure the correct escalation of queries to subject matter experts in these areas.
• Undertake data cleansing activities to ensure data integrity across all HR & People related systems. Running ad-hoc reports and correcting data as required.
• Carry out all HR lifecycle administration transactions accurately and promptly following standard operating procedures documented. Escalate any process issues identified to the relevant tier 2 team for review.
• Provide proactive assistance and support to colleagues to ensure that requests are effectively managed, that workload is fairly shared and that bottlenecks within the team are avoided.
• Responsibility for tier 1 transactions including but not limited to:
• Systems
• Payroll
• Pensions
• Customer Services
• Sickness absence
• Redundancy administration
• Family Friendly
• Ensure that relevant records and systems are maintained and that all employee data is entered into MyHR in real time and any other associated systems in a timely, accurate and consistent manner that meets the need of the business and audit requirements
• Be an active member of the team developing MyHR Employee Services by feeding back and contributing to the improvement of the efficiency and effectiveness of the service, including making recommendations for new ideas and ways of working.
• Helping to maintain a bank of frequently asked questions to help standardise the quality of responses to generic queries.
• Encourage self-service, wherever possible, and sign -post customers to policies, procedures and supporting resources including Line Manager toolkits, Process Maps and Behavioural Guides. Be a subject matter expert on the HR Sharepoint pages, supporting managers to find documents that they need.
• Ensure a high level of confidentiality is maintained in all aspects of work in accordance with GDPR regulations
• Process all relevant MYHR workflow requests daily in accordance with agreed SLAs.
• Complete weekly RTW audit ensuring legal compliance escalating any breaches to site HR and SHRBP
• Be a subject matter expert on the HR MYHR queries and provide coaching to managers to encourage the use of Managers Self Service and Employee Central and signpost to the information that they need.
• Process all stalled workflow requests daily in accordance with agreed SLAs.
• Run ad-hoc system generated reports in accordance with customer needs
• Be a subject matter expert on the HR MYHR queries and provide coaching to managers to encourage the use of Managers Self Service and Employee Central and signpost to the information that they need.
• Keep abreast of changes in employment law and the changing landscape of the business and recommend changes to the SOPs for area of responsibility.
• Build great relationships with Site HR Teams and Line Managers to support with the day-to-day running and support of the services we provide. Being the first point of contact for resolutions