Health Management (a MAXIMUS Company) offers expert medical advice, dynamic health-promotion campaigns and on-site clinical support to a wide range of employers nationwide. We offer a friendly and supportive working environment and understand the importance of quality and standards.
The HR Solutions Administrator provides high quality administrative and transactional processing support in the delivery of HR lifecycle and HR calendar events. Utilises knowledge of Human Resource systems and processes to advise personnel on policy related matters, right to work, vetting, and payroll all within predetermined Service Level Agreements (SLA’s).
The HR Solutions Administrator will be tasked with providing high quality call center support within the Shared Services Center. Duties will include but are not limited to:
Provide first level (Tier I) support to employees and management on inquiries; including policy related matters, right to work, vetting, personnel files, systems and payroll.
Remain within predetermined Service Level Agreements (SLA’s) while providing continuous high quality customer service via email and phone transactions.
Provide call center support by opening tickets through a Human Resource ticketing system to capture all requests and inquiries submitted via phone, email, or fax.
Perform accurate data entry into the HRIS system to include updating employee records and payroll corrections.
Provide excellent telephone customer service skills to ensure the correct information are gained.
Provide and maintain professional and quality customer service measured through a Client Satisfaction Survey.
Interface with vendors and systems to efficiently resolve inquiries.
Research information in systems to efficiently resolve inquiries.
Verify data entries and manual processes for accuracy and completeness through a Quality Control measurement.
Ensure that all opened tickets are effectively managed and closed according to predetermined Service Level Agreements (SLA’s)
Support HRSC team members in delivering timely and accurate advice to clients
Sign-post employees and Line managers appropriately
Escalate any items outside of their own skill set or capabilities to the HRSC team leader.
Perform other duties as assigned by management.
Key Performance Measures for this role
Proven background in providing customer service/client focus skills
Ability to act expediently to resolve client issues
Proficiency in Microsoft Office
Good verbal and written skills
Ability to embrace change and effectively adapt to change
Manage high volumes of requests
Results oriented and able to deliver results in a fast-paced environment
Customer service experience
Ability to learn and comprehend UK HR policies and procedures
Human Resource internship or experience in Human Resources
Experience of HRIS systems
Experience of CRM or ticketing systems preferred
CIPD level 3 qualification or willing to work towards is desirable