AskHR Advisor

09 Nov 2019
07 Dec 2019
Human Resources
Contract Type
Full Time
The Opportunity
AskHR Advisor, 6 months secondment, Competitive salary & benefits, Crawley.
The work of our Employee Services team is critical to supporting the business, line managers and employees in all things HR. Within Employee Services, our AskHR team provide the HR face to the business and our AskHR services need to be delivered with passion and commitment providing a consistently great customer experience and making sure our services deliver optimally, meeting all policy and compliance requirements.
The AskHR Advisor will be part of a team providing first class customer service to the business, being first point of contact for all HR related queries, via phone, ticketing system or email. The team are responsible for the ownership and resolution of all general HR enquiries as well as offering accurate, effective and relevant first line HR policy advice to both employees and managers on subjects like performance management, first line grievance, Occupational Health and workplace wellbeing advice, sickness absence and disciplinary procedures.
Our team is committed to continuous improvement, process optimisation and simplification. In addition to the day to day responsibilities, there will, on occasions, be projects for the AskHR Advisor to get involved in working in a cross functional manner across all HR systems, processes and procedures. Every AskHR Advisor has a personal responsibility to continue our drive to increase self-serve and to coach users of the AskHR service in becoming more self-sufficient by using the tools we provide to the business.
The role involves managing all telephone, ticketing and email HR enquiries, working collaboratively with other Employee Services and HR teams as well as our colleagues in the business and key business stakeholders to ensure that all enquiries are satisfactorily resolved within our SLA.

The Person
The successful candidate will be responsible for the following principal accountabilities:

• Provide resolution, information and HR advice to users on policies and procedures; accurately collect enquiry details and employee data, in line with Data Protection Act. Input and manage HR Data ensuring all are kept accurate and complete workflow processes in a timely and consistent manner
• Ensure all first line policy advice is delivered with a high level of accuracy and is appropriate according to legislation, company policy, business practice and / or all specific contracts and collective agreements. This includes exceptional attention to detail and timely responses, with the utmost confidentiality adhering to the Data Protection rules with all communication.
• Provide first line advice in HR cases, where appropriate and use judgement and experience to determine when a case is more complex and requires further processing, or when a customer should be requested to self-serve.
• Share customer feedback and perceptions of the AskHR team with team leadership - where possible, offer solutions or recommendations for continuous improvement
• Manage delivery of assigned tasks and queries within the scope of personal and team workload and agreed handoffs; analyse workload individually and identify improvements and issues with the team lead
• Use our HR systems to record and maintain accurate record about activities and tasks undertaken, and enquiries resolved; work proactively to support and deliver excellent customer experience

The Skills
Key skills and experience required:

• Knowledge and expertise with a recognised HR qualification preferred, or qualified through experience; demonstrable success in an HR shared service or administration environment
• Supportive, tactful and personable approach to customer interactions; able to provide great customer service and communicate effectively with people of all levels; outstanding ability to ask questions based on the scenario.
• Professional verbal and written communication; diagnostic and analytical skills with the ability to listen actively, ask probing questions and analyse underlying requirements; apply sound judgment with confidence
• Excellent attention to detail and passion for accuracy; "right first time" mentality
• Willingness to own tasks and the resilience to work through issues to conclusion, maintaining energy and motivation; natural desire to streamline processes
• Proven organisational skills, ability to work under pressure and manage multiple incoming activities and tasks through various channels (email, ticketing, phone); ability to define individual priorities and manage workload
• Strong working level of IT skills. Previous experience of data input into HRIS or equivalent database systems.
• Strong understand of Risk and ability to identify and address or escalate risk
• Persuasion and influencing skills
• Experience of working on projects will be beneficial
• Confidentiality with the ability to handle sensitive situations within data protection legislation

Competitive salary & benefits
We offer a competitive salary and benefits package, including a defined benefit pension scheme, a wide range of flexible benefits to suit your lifestyle.
These roles are advertised on a full-time/part-time basis as standard with the opportunity to discuss flexible working arrangements.

Why EDF Energy?
We're proud to be an inclusive, disability confident employer and recognise the importance of employee well-being. Our roles are advertised on a full-time/part-time basis as standard with the opportunity to discuss flexible working arrangements.
We're about the people who work with us and we celebrate their diversities and embrace the value that their differences bring. We believe that a culture of inclusion forms the basis of a truly sustainable business and is vital to shaping a strong and fresh-thinking organisation, with a number of employer networks and benefits to suit your lifestyle.
Recruiting from the widest possible pool of talent, we assess every potential employee against our four key behaviours - Integrity, Inclusion, Inspiration and Impact. We make sure that our workforce is a true reflection of our communities and customers. Their unique perspectives not only give us a better understanding of customers from all walks of life, but bring fresh ideas too

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