12-Month Contract 25 per hour
Hybrid - 2-3 days per week in the Whitley office, Coventry
The Opportunity
My client is seeking an experienced HR Consultant to join a dynamic HR Direct Contact Centre team on a 12-month contract. This is a hybrid role, combining remote working with 2-3 days per week on site at the Whitley office.
As the first point of contact for employees and managers, you'll play a critical role in delivering accurate, timely, and employee-focused HR guidance across a wide range of people-related queries. If you enjoy fast-paced environments, problem-solving, and making a direct impact on employee experience, this role offers the perfect platform.
The Role
Working within the HR Direct Contact Centre, you will manage and resolve HR queries covering areas such as recruitment, performance, reward, absence, and employee relations. Queries are received via email, portal, and virtual assistant, with outbound calls made where deeper discussion is required.
You'll also support daily operational activity, including absence reporting and managing inbox queries, ensuring all interactions meet agreed service levels and quality standards.
Key Responsibilities
Act as the first point of contact for UK-based employees and managers on HR policies and procedures
Diagnose queries effectively, identify relevant policies, and guide employees and managers on correct application
Coach managers using sound employment law knowledge to ensure consistent and compliant decision-making
Manage HR cases through to resolution within service level agreements
Respond to enquiries via email, portal, virtual assistant, and outbound calls where required
Build rapport and trust to fully understand and resolve employee issues
Maintain strong working relationships across the wider HR community and business
Support operational delivery of transactional and administrative HR processes
Contribute to the development, maintenance, and deployment of HR policies
Pull and manage absence reporting and oversee non-employee query inboxes
Work collaboratively within the HR Direct team to deliver a high-quality service
Knowledge, Skills & Experience
Essential
Proven experience in an HR advisory or employee relations role
Strong generalist HR knowledge, including disciplinary, grievance, absence, and performance management
Good working knowledge of UK employment law
Excellent written and verbal communication skills
Degree-qualified or equivalent practical HR experience
Strong IT skills, particularly Microsoft Word, PowerPoint, and Excel
Desirable
Experience working in a high-volume HR Contact Centre
Stakeholder management and process improvement experience
Project management experience (planning, risk management, delivery)
Experience using HR systems such as SAP and SuccessFactors
Familiarity with ticketing systems (e.g. Cloud for Service)
Experience managing chat or virtual assistant escalations
About You
Results-driven and resilient, with the ability to perform under pressure
A natural problem-solver with a pragmatic, solutions-focused mindset
Confident communicating complex information clearly and empathetically
Organised, proactive, and capable of balancing short-term priorities with long-term thinking
A collaborative team player who builds credibility and trust quickly
If you're an HR professional who thrives in a fast-moving, employee-focused environment and enjoys delivering high-quality advisory support, this contract role offers an excellent opportunity to make a real impact.