People Services Advisor - Transactional
Requisition ID: 11126
We have a fantastic opportunity for a People Services Advisor to join our Transactional team within HR supporting our Group Business unit. This is a 12‑Month Fixed‑term contract with an opportunity to go permanent that will be based in Liverpool, The Matchworks, 142 Speke Road, Liverpool, L19 2PH. This role will offer hybrid working with an average of at least 3 days office based. The standard hours of work are based on 37.5 hours per week, Monday – Friday, 09:00 – 17:00.The salary will be dependent on experience.
The purpose of the role is to undertake operational delivery of the People Services 1st Line Triage & Query Management Triage (Tier 1) for Amey, supporting the function of People Services within service level agreement and key performance indicators.
What you will do
* Deliver best in practice in accordance with legislative, policy and governance requirements, and ensure that Amey’s values are always reflected.
* Assist HR Managers, Tier 2 Quality Assurance and Tier 3 Key Account Management teams with queries, daily tasks and out of scope project delivery.
* Support an efficient, cost‑effective and customer‑oriented service operating model.
* Act as 1st‑Line Query Management for all transactional cases received in People Services from Amey Employees and transferred from Customer Services.
* Act as support for Customer Services on all employee‑related requests and queries as and when required.
* Escalate complex cases to Tier 2 (Quality Assurance) as and when required.
* Deliver excellent customer service, responding to cases in a professional manner.
* Triage and resolve assigned cases within the indicated Service Level Agreement and in line with Advisor Quality Standards.
* Work closely with Tier 2 (Quality Assurance) Team to resolve complex queries and escalations within Service Level Agreement.
* Work closely with Tier 3 (Key Account Management) Team to support normal functioning.
* Ensure collaborative working and support with all relevant stakeholders.
* Support continuous service improvement with People Services.
What you will bring
* CIPD Level 3 qualification would be desirable.
* Excellent communication skills, both written and verbal.
* Great attention to detail.
* Ideally experience within an HR environment or Customer Service environment.
* Previous experience with HR systems would be desirable (SAP, Success Factors, ASM).
* Highly organised.
Our benefits
* Remuneration– Enjoy a competitive annual salary with the potential for yearly reviews to ensure you’re rewarded for your contributions.
* Career Growth– Shine in your career with advancement opportunities.
* Training Opportunities– Unlock your potential with comprehensive training, including fully funded leadership programmes tailored to your personal growth.
* Holidays– Enjoy at least 24 days of holiday plus bank holidays, and the opportunity to buy further days.
* Pension– Generous pension scheme, with extra contributions from Amey.
* Flexible benefits– Customise your benefits with options such as insurance benefits, Cycle2Work scheme and access to discounted gym membership.
* Exclusive Discounts– Access our online portal filled with discounts from leading retailers, healthcare services and more, helping you save on the things that matter.
* Give Back to community– Two Social Impact Days each year, for volunteering and fundraising opportunities.
* Family friendly policies– For new parents or if you provide care for a dependant.
* Membership of our Affinity Networks– Who connect, support and inspire diverse communities within Amey.
Application Guidance and Diversity & Inclusion
At Amey we constantly evolve how we work to reflect the different needs and backgrounds of our employees. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation or age. We believe everyone deserves an opportunity to shine. As a disability‑confident leader, we’re proud to guarantee applicants with a disability an interview if they meet the minimum requirements for the role.
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