ACCOUNTABILITIES

This role will be focused on delivery of 1st line day-to-day support for candidates and users of the HR Digital Services throughout the employee lifecycle. In addition, the role-holder will be expected to support with Level 1 HR and Payroll queries and additional duties as determined by the Enterprise Systems Team Lead Leader (HR).
User Support: Deliver first-line support for users of the PeopleXD HR and Payroll system, assisting with registration, access, and troubleshooting issues via phone and email.
Incident and Request Management: Ensure all incidents and service requests are accurately logged, tracked, and resolved within agreed Service Level Standards (SLS’s). Triage requests to appropriate resolver groups, including IT or HR, Payroll, Pensions, and Admin teams, and escalate issues when necessary.

To provide effective support the jobholder will also be required to:-

• Log all calls and enquiries promptly and accurately in our service delivery tool (Helix)
• Assess queries effectively to determine their priority and respond in an appropriate and timely manner
• Escalate questions and issues to the Team Leader and/or relevant 2nd Line Specialists
• Transfer or redirect relevant requests to other resolver groups such as IT or the HR services Teams that support Payroll, Pensions and Admin.
• Always demonstrate excellent communication and customer service skills, whilst working within defined processes, and striving to achieve defined service levels. The role requires a high level of confidentiality and professionalism and will need to adhere to data protection guidelines.

KEY SKILLS & EXPERIENCE REQUIRED

(E) – Essential (D) – Desirable
Excellent interpersonal skills needed with the ability to communicate well in a diverse work environment (E)
Problem solving or diagnostic approach with a willingness to learn (E)
Methodical approach, attention to detail, and a passion for continual service improvement (E)
Proficient with Microsoft Office Suite including Word, Outlook, Excel (E)
Desire to deliver excellent customer care via telephone, email or face to face (E)
Effective time management skills; with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures (E)
Service-oriented attitude and ability to maintain a positive attitude (E)
Good listening skills and patience to work with all types of employees (E)
High energy with the ability to organise/prioritise workload (E)
Prior experience in a customer service environment, for example a customer contact centre or service centre (D)
Previous experience in Payroll, HR, Finance (D)
Proficient documentation skills; able to fully document operational requirements, proposed solutions, processes, and data flows effectively (D)
Proficient with call logging or service desk systems e.g. Helix (D)
Knowledge of HR systems and using HRIS database and reporting applications, ideally PeopleXD (D)
Ability to adapt and understand new technologies, and a drive to seek out emerging industry best-practice (D)
ITIL Foundation Certificate (or other Service Management qualification) (D)
Full Driving Licence (D) or the ability to get to the Quintdown office within 60 minutes, using public transport or other means (E)