Role: HR Advisor (MUST speak French or Italian)
Duration: 9 x Months
Location: Chester
Rate: £22 per hour
· Where Direct Access was not sufficient, perform intake of HR inquiries via multiple channels including case systems, chat, email, and telephony.
· Use discretion and independent judgement to advise the customer and determine best method of resolution.
· Provide employees and managers with policy advice, i.e. leaves of absence, new ways of work etc. as well as options to address issue.
· Guide manager on process for application of policy.
· Support execution of employee movement, employee status, payroll, benefits/leaves, PC1, 2 and 3, and compensation processes.
· Guide employees and managers to available resources, eg toolkits or training materials developed by HR Expertise Teams, as appropriate.
· Triage inquiry to ensure full understanding, and engage appropriate functional specialists to drive resolution of customer needs not resolved at first contact.
· Ensure accurate policy representation in interconnected systems/processes.
· Provides feedback to assist in developing client service improvement projects (e.g., knowledge base content updates, training/education of end users, improved Tier 1 communications, etc.).
· Demonstrate broad HR/Payroll knowledge, as pertains to the company, providing customers with relevant information, policy explanation and navigation support.
· Utilize knowledgebase and HR experience/ business understanding to interpret needs and resolve issues.
· Provide high touch customer service that meets expected service levels and business performance goals.
· Champion direct access processes by using change management skills to influence Managers and Employees.
· Support the integrity of employee records and Workday data, assuring legal and regulatory compliance.
· Prepare appropriate documentation to meet customer needs related to HR processes (can include change job letters, employee contract documents, severance letters, etc.).
· Ensure proper documentation of inquiries, root cause, and resolutions.
· Liaise with third party vendors as applicable to resolve customer inquiries.
· Works collaboratively within a team to share ideas, ownership, and accountability for driving improvements and consistency of execution for key HR processes.
· Identify and report any call trends or product trends to the Team Lead or Supervisor.
· Provide feedback on customer issues and the knowledgebase so that management can address and improve the items.
· Participate in scheduled and ad hoc training in order to improve policy and process acumen.
Must have experiences:
· Human resources operational experience.
General knowledge and understanding of HR policies, processes and Regional Employment Laws.
· Have worked in a rapid, fast-moving environment, which is both complex and changing.
Practical operational experience of HR processes, e.g., hire, payroll, benefits, performance
Have worked in a multi-cultural/multi-country work environment.
· Ability to use business judgment when assessing requirements and performance, in order to identify the right solution to meet business needs Previous experience working in a shared services environment preferred.
· Prefer HR speciality certification to demonstrate theoretical understanding and application of HR practices.
Desired Skills:
· Language Requirements beyond English: Proficiency in French OR Italian.
· Strong verbal and written communication skills to interact with clients and the HR function to deliver business needs.
· Ability to accurately assess situations through customer interactions in order to coach, guide, or interpret the appropriate action or next steps.
· Demonstrated strong attention to detail.
· Highly computer literate with knowledge of HR systems and processes.