Summary
We’re recruiting a Full-Time HR Contact Centre Agent internally known as a People Supporter to join our team at the National Trust to deliver great customer service for first line HR support. You’ll be professional but pragmatic, credible and accurate whilst also displaying empathy and emotional intelligence to the people you encounter.
What it's like to work here
The People Supporters form an integral part to our People Services Centre (PSC). They strive to deliver outstanding customer service every day, providing great advice, support and guidance to a range of queries from payroll to performance, recruitment to absence and policy to procedures.
Your contractual location will be our head office in Swindon and there’ll be an expectation for you to attend the office 2 days a week. However, there’s flexibility on where you’re based at other times. You’ll be required to work at a National Trust location for 40-60% of your working week. This’ll be discussed in more detail at interview.
What you'll be doing
You’ll be on the front line for all calls coming into the People Service Centre- whether from colleagues, managers, volunteers or external customers. We’re looking for someone who can take a proactive approach to owning and resolving the queries and issues that they face.
No matter what the question is, you’ll provide advice and guidance – escalating to specialists where necessary - but with a brief to own the resolution for the customer wherever possible.
You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what is possible in this role.
Who we're looking for
1. Working knowledge of People policies and procedures, with a proactive approach to developing further expertise.
2. Strong interpersonal skills, with experience operating in a fast-paced, high-volume contact centre environment.
3. Confident IT user with experience of HR systems (e.g. Oracle or similar HRIS platforms).
4. High attention to detail, with the ability to analyse and interpret data effectively.
5. Solution-focused mindset, able to apply established processes to deliver practical outcomes.
6. Proven experience providing People advice and guidance to managers and employees at all levels.
7. Demonstrated experience in process and service improvement initiatives.
The package
The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.
•Substantial pension scheme of up to 10% basic salary
•Free entry to National Trust places for you, a guest and your children (under 18)
•Rental deposit loan scheme
•Season ticket loan
•EV car lease scheme (for roles that meet the salary criteria)
•Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
•Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
•Flexible working whenever possible
•Employee assistance programme
•Free parking at most Trust places