- Providing requests/query resolution service to the workforce at all levels, following clearly defined processes in line with defined Service Level Agreements (SLAs)
- Problem solving complex/escalated queries and issues where requested, offering resolution
- Understanding and gaining insight into customer requirements through exploring issues, reviewing data and seeking feedback
- Supporting the timely and efficient delivery of planned ‘one-off’ and ongoing people programmes and projects
- Using and maintaining systems in line with data protection principles
- Producing analysis and recommendations through data from relevant systems in order to answer queries, combining data with personal experience to develop insight
- Interpreting complex data sets (including themes emerging from HR transaction services) to make recommendations on future improvements
- Developing business cases for HR solutions with appropriate costings
- Providing answers assuredly based on data and understanding of policy and process
- Contributing to a culture of service excellence and supporting continuous improvement by bringing insights into the organisation to identify opportunities, risks and priorities
- Understanding significant issues currently affecting the organisation, including external factors such as legal, financial and market factors
- Working, where required, to support projects as part of a team across the Shared Service Centre and HR organisation
- Having proven HR Advisor experience
- Demonstrating excellent attention to detail
- Managing high volumes of complex ER cases, including disciplinary, grievance, long-term sickness and ill-health capability, complex underlying health conditions and performance management, often dealing with several of these issues within a single case
- Managing cases that have resulted in dismissal
- Handling cases involving one or more protected characteristics
- Working in heavily unionised environments and dealing with union officials
- Having experience of employment tribunals
- Delivering HR services over the phone, ideally with the ability to adapt from face-to-face environments
- Suiting someone with a legal background in employment law, particularly with experience advising large businesses on complex employee relations issues