HR Associate Support (12 month maternity cover)

at  Capital One UK

WHAT YOU SHOULD KNOW ABOUT HOW WE RECRUIT

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
• OutFront – to provide LGBTQ+ support for all associates
• Mind Your Mind – signposting support and promoting positive mental wellbeing for all
• Women in Tech – promoting an inclusive environment in tech
• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

Capital One is committed to diversity in the workplace.
If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital One’s recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good

ABOUT THIS ROLE

In HR Shared Services (HRSS), the employee experience is at the heart of everything we do. We strive to deliver HR processes flawlessly, and provide a high quality and responsive HR Operations service to our associates. As a member of Associate Support in HR Shared Services, you’ll be joining the team behind the Ask HR service - the front door to HR for our associates.
You’ll support our people leaders to manage their teams by advising on our employment policies, processes and practices. Your role is to respond and resolve queries quickly, to a high quality, and with heart.
Delivery of exceptional customer service is crucial to this role – you will be passionate about delivering an outstanding experience every time, and you’ll thrive on helping our associates be the best they can be. The goal is to resolve their issue first time but if you can’t, you’ll escalate it and take personal ownership for getting their question resolved correctly and as quickly as possible.
You’ll enable our associates and people leaders to help themselves by directing them to the tools, resources and information available to them and if these aren’t good enough, you’ll have the power to change them. This is a great role for someone with existing HR experience (and/or an HR qualification) who wants to develop their knowledge and experience in HR operations and employee relations.

WHAT YOU’LL DO

• Manage a high caseload of complex queries and manage associate related administration, following our defined processes and work instructions
• Use your knowledge and experience of HR policies to support or lead on cases and administration
• Work with associates via email (or on the phone) to resolve their questions
• Escalate associate cases where needed but take ownership to resolve the case as quickly as possible and keep the associate updated so they continue to have a positive experience
• Identify and implement opportunities to improve the associate experience
• Be the voice of the associate to drive change and highlight the impacts of process/policy changes
• Work closely and communicate regularly with the HR Operations, HR Shared Services and wider HR teams to make sure we deliver a joined up, co-ordinated HR service to our associates
• Deliver Ask HR service excellence every time and meet the expectations of every single associate you interact with by answering queries quickly, effectively and with heart