Key Accountabilities & Responsibilities:
* The provision of HR guidance for both online and telephone adviceline client queries, in relation to transactional/process-driven policies within an agreed topic scope e.g. absence management (OH & employee wellbeing), family friendly (maternity, paternity, flexible working etc.), working arrangements (time to train, sabbaticals, further education etc.).
* To provide advice in-line with client specific service level agreements and business rules; reviewing and tailoring client documents where appropriate.
* Follow agreed principles to escalate cases, when appropriate, based on risk or stage of the case.
* Capture and track all advice provided on our internal case management system to ensure effective and proactive case management.
* When required, to provide support to inbound call management, working with our Co-ordination Team.
Education/ qualifications/ experience:
Essential:
* Good standard of education (A’ level; GCSE).
* Excellent customer service skills.
* Good administration skills.
Desirable:
* CIPD qualification (or working towards).
* Basic knowledge of employment legislation.
Skills/ Attributes:
* Articulate, confident and fluent communicators demonstrating a high level of both oral and written English.
* Proficient with and comfortable using telephony and computer systems, particularly the Microsoft Office suite (Outlook, Word, Excel, One Drive, SharePoint etc.).
* A customer-orientated approach and focus.
* Well-developed interpersonal skills.
* A commercial/pragmatic approach to problem solving.
A committed team player who is effective working with the team and independently.
AdviserPlus is fully committed to the principle of equal opportunities in employment and opposes all forms of unlawful or unfair discrimination, direct or indirect. All employees are expected to promote and work fully in line with the company’s Equal Opportunities Policy.
AdviserPlus is a Disability Confident Leader employer and welcomes applications from disabled people. If disabled applicants meet the minimum criteria for the job, they can request and will be offered a guaranteed interview. Should applicants require reasonable adjustment support for the interview, please contact the Resourcing Team.