HR Service Agent
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Job Title
HR Service AgentJob Description
Reports to: HR Service Desk Lead EMEA
Location: London - Heathrow
Contract Type: Fixed Term (12 months)
Introduction to role
Vanderlande is the global market leader in baggage handling systems for airports and sorting systems for parcel and postal sectors striving to improve the competitiveness of our customers through Value Added logistic process automation.
The HR Service Agent is part of the HR Services organization and is acting as the first point of contact for employees where self-service is either unavailable or where the query cannot be resolved through self-service channels available. The HR Service Agent provides answers to frequent and/or simple questions related to e.g. HR policies, processes and systems and executes basic transactions unavailable through self-service. Complex queries are escalated to specialists.
Role Responsibilities
The HR Service Agent supports employees and managers in becoming more familiar with self-service channels. As a frontline HR employee, the HR Service Agent has an important role in delivering the desired service levels and Employee Experience. He or she safeguards a coherent employee experience and has deep focus on operational excellence and continuous improvement. CI and focus on quality uplift and Lean opportunities will take approximately 50% of the role responsibility.
If you are passionate about creating a great employee experience, HR Services is the place for you! We can offer you interesting career paths as an HR generalist, HR specialist and multiple HR Service Delivery Roles. As we grow, you can build and grow your career with us.
Your responsibilities and activities will include:
Create a highly professional and effective first point of contact for all internal customers.
Provide query resolution services to all employees on policies, processes and systems and escalate to specialists as and when required
Documenting inquiries through ticketing and case management solution
Meets defined SLA metrics for providing accurate, consistent and timely services
Perform back-office process execution, high volume transactions and align with WSS where required (if in scope, dependent on role Hire-to-Retire team)
Responsible for executing processes in line with policies and standard operating procedures
Ownership of the onboarding and off-boarding process for employees.
Provide guidance to employees and managers on self-service transactions, HR portal navigation, and policy interpretation to facilitate self-support
Supports ad hoc projects and activities related to People Services
Leverage data insights to continuously monitor effectiveness of service delivery and to elevate the employee experience
Develops new ways of working and drive continuous improvement within the People Services Team.
Responsible for collaborating with People Services leads to understand and implement processes, focusing on employee experience and continuous improvement of employee life events
Responsible for identifying service issues, proactively proposing improvements and leading or supporting the implementation of changes
Role Qualification and Skills
To support People Services team as and when required for administrative support.
Always looking to be proactive and support the team on delivery projects and initiatives.
Good understanding of HR policies and procedures desired.
CIPD Qualified desirable but not essential
At least 1 years’ experience in HR
Data driven
Strong written and verbal communication skills
Intermediate knowledge of MS Outlook, Excel and Word
Workday (HR system) experience essential
What we offer
28 days of annual leave (excluding public holidays)
Aviva Medical Cover
YuLife – Wellbeing membership with fast access to GP appointments, promotion of health and wellbeing along with daily quests to gain Yu coins that can be swapped for shopping vouchers
Achievers – Employee social recognition and rewards platform.
A challenging work environment with lots of opportunities of career progression.
Cycle to work scheme
Pension with Aviva
Diversity & Inclusion
Vanderlande is an equal opportunity/affirmative action employer. Qualifies applicants will be considered without regards to race, religion, colour, national origin, gender, sexual orientation, age marital status or disability status. If you feel there is a barrier that potentially prevents you from applying, we are always happy to discuss or explore, any reasonable adjustments can be made to support your application.