Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire HR Advisor About the role Reporting to the Team Lead, you will act as the functional lead for the Associate Support Service, ensuring the day-to-day operation runs smoothly and consistently. Whilst this is an individual contributor role, you will be responsible for coordinating the team’s workload through daily stand-ups and case prioritisation. You will serve as the primary point of contact for high-profile escalations, collaborating with key HR stakeholders to resolve complex issues and ensure business-critical processes. The ideal candidate will possess exceptional organisational and influencing skills, a meticulous eye for detail, and a passion for delivering a seamless associate experience within a fast-paced environment. What you’ll do Manage the day-to-day Associate Support Service Function, including running the Daily Stand Up to raise/share updates for consistency, manage visual updates, and prioritise and allocate cases. Act as the single point of contact for the management of high-profile or escalated cases, working with key stakeholders (e.g. AR and HRBPs) for support and resolution. Ensure business critical processes are delivered to the highest standard within deadlines. These processes include SM&CR, Promotion contracts, Open Enrolment, Hybrid Reporting, Open Ended Absence Process, and Visa and Immigration tasks. Meet case management SLAs (1 day for high cases, 3 days for all other cases). Ensure a high standard of associate experience by monitoring CSAT comments and results, acting upon them, and preparing information for and running PBS Sessions. Ensure fair and appropriate allocation of work and tasks among team members and work with the Team Lead on team upskilling. Ownership for unholding the Associate Support controls. Ensure process and policy adherence by collaborating with the policy manager to guarantee correct guidance is provided to associates. This includes flagging inaccurate policy/One Place information or broken links that require updates. Provide accurate and timely reporting of issues (e.g.change in case volume, increase in specific queries). Ensure LWIs (Local Work Instructions) are accurate and reflect implemented process changes (e.g. updating LWIs for ADP changes, retiring unnecessary LWIs like compassionate leave). Be a system expert in Workday and Salesforce, serving as a point of contact to flag issues to the technical lead and ensuring the team receives correct training when system changes are implemented. Create keying guides to reflect process changes. What We’re Looking For Existing HR experience/qualification. Experience in, and demonstrable passion for, outstanding customer service and a commitment to high quality output. Experience overseeing a team or process. Experience of working to deadlines, and managing stakeholders. Exceptional written and verbal communication skills with a talent for delivering complex information in a clear, concise, and understandable manner Effective questioning skills to help get to the core of the associate’s question. Organised, diligent, focused, and able to manage your own caseload, meet agreed service levels, and escalate when appropriate. Attention to detail to minimise the risk of errors that adversely impact associates. The willingness to challenge the status quo and identify/drive improvement opportunities that enhance the associate experience. Technical and system confidence. Where and how you'll work This is a permanent position based in our Nottingham offices. We have a hybrid working model which gives you flexibility to work from our offices and from home. We’re big on collaboration and connection, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays. Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you. What’s in it for you Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers) Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café What you should know about how we recruit We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages. We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few: REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies OutFront – to provide LGBTQ support for all associates Mind Your Mind – signposting support and promoting positive mental wellbeing for all Women in Tech – promoting an inclusive environment in tech EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry Capital One is committed to diversity in the workplace. If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment. For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site. Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).