HR Customer Service Advisor - Overpayments
Grade: RCS M
Contract Type: Permanent
Location: Milton Keynes (MK4 3FU)
Hybrid working - 3 days in office
DHL, an award-winning leading supply chain business is seeking an experienced HR professional to play a vital role acting as a trusted advisor to the business, while aligning HR activities to the business strategy in our overpayments area.
With 37,000 employees in 400 operations across the UK & Ireland, we're part of an exciting and varied business. The HR function works with our managers to attract, develop and retain our people so that we have the very best team in the industry. From HR Business Partners to Compensation and Benefits and from Employee Relations to People Services, we've set ourselves up to serve our people, our customers and our business in the best way possible.
Core Responsibilities
* Manage the end‑to‑end overpayment recovery process, ensuring cases are progressed promptly and in line with agreed timescales and process.
* Prepare, issue and track all correspondence, including formal letters and emails to employees, third parties and internal stakeholders.
* Liaise with external partners to ensure accurate and timely exchange of information relating to outstanding balances.
* Work closely with Payroll to investigate and resolve complex pay queries, ensuring calculations, adjustments and recoveries are accurate.
* Maintain detailed and accurate case records, ensuring all documentation, decisions and financial information are properly recorded and stored in line with data protection and audit requirements.
* Update HR and payroll systems (including OSC) with case notes, status changes and financial details to ensure information is consistent and up to date.
* Monitor case pipelines and deadlines, escalating risks or delays where necessary to support compliance.
* Provide clear, consistent advice to managers, employees and other stakeholders on the overpayment processes and next steps.
* Support reporting and analysis, including producing case summaries, tracking recovery progress with the third party and highlighting issues for next step cases to senior managers.
WHAT DO WE NEED FROM YOU?
Experience & Skills
* Experience working in an HR, Payroll or case‑management environment, ideally within a customer‑focused or high‑volume service setting.
* Comfortable discussing sensitive and sometimes emotive information with employees, demonstrating empathy, professionalism and the ability to navigate difficult conversations confidently.
* Confidence working with Excel and data sets, including the ability to track balances, reconcile data and identify anomalies.
* Experience providing accurate and timely pay or HR-related advice, with strong attention to detail.
* Strong stakeholder management skills with the ability to communicate clearly and professionally with employees, managers and external partners.
* Proficiency in Microsoft Office and experience using HR, payroll, or case‑management systems (experience with Oracle/OSC is beneficial).
* Strong organisational skills, with the ability to manage multiple cases simultaneously, prioritise effectively and work to strict timelines.
* A clear understanding of the importance of accurate record‑keeping, data integrity and compliance across the employee lifecycle.
✅WHY JOIN US?
* Private Medical Insurance
* Discretionary bonus based on performance
* We're happy to talk about flexible working – just ask about alternative patterns at interview
* Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution
* Free confidential 24/7 GP consultations
* Hundreds of retail and lifestyle discounts
* Affordable loans, savings schemes and free mortgage advice
* Visit to learn more
✅WHO WE ARE
We're the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.
✅BUILDING AN INCLUSIVE WORKPLACE
At DHL, we're all about creating a workplace where everyone's skills and experiences matter, and where you can be your true self every day.
As proud supporters of the Armed Forces Covenant, we value the skills and experience of ex-service personnel and are dedicated to helping our veterans find jobs.
Applications are reviewed continuously, and the vacancy may close early. Please submit asap to ensure consideration.
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