The First Contact, HR Administration is part of the HR First Contact team, dedicated to one country or one group of countries. You must be fluent in Dutch for this role. The First Contact, HR Administration, is the first point of contact for the resolution of HR queries and requests that are received via phone, email, live chat and web request. The role has a number of tools to support answering the HR queries including Call Center Scripts, job aids, FAQ’s and Desk Top Procedures (DTP). In addition, the First Contact, HR Administration is responsible for accurately processing country specific HR System Administration within SLA, using templates, guidelines and standard procedures. The role will work with technical tools such as Employee Central (SuccessFactors), Employee / Manager Self-Service, Case Management system and a Telephony System. The role may also include project work, coaching and training of team members and translations.
Acts as first point of contact responsible for the accurate resolution of employee and line manager enquiries and requests that are escalated via phone, email, live Chat, Web request or other access channels
Log all queries within the case management system and ensure they are resolved or assigned to the relevant team within 3 days.
Be able to work under pressure in a fast moving and rapidly changing environment
Able to priorities workload efficiently by applying effective timekeeping and adherence to rosters and schedules
Uses professional and customer-focused approach to handle customer inquiries
Understands scope of services and escalates as defined.
Investigates requests which cannot be resolved immediately, by analysing nature of the request and routing to appropriate support.
Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information.
Verify the person calling on the phone through a series of questions before providing any personal information. Ensuring the highest of confidentiality is kept at all times.
Understand the measures and receive feedback from the team leader regarding achievement of goals.
Receive weekly and monthly data for the team’s performance. Identify trends and areas of improvement.
Understand the 'quality’ measure for the work produced within the Case Management as well as all communication to customers and internal HR customers.
Receive feedback from the Team Leader regarding individual quality monitoring process once a month, to review the
- Consistent Customer Communication
- Accurate Use of Case Management tool
- Improving internal communication
If this role is of interest to you please upload a recent copy of your CV and a member of the Talent Acquisition team will be in touch.
We believe that equal opportunities means inclusion, diversity and fair treatment for all.
Location: United Kingdom : South East : Uxbridge
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