AskHR Administrator

Van Arendonk Makelaardij; Salisbury; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology company in the UK seeks an AskHR Administrator to act as the first point of contact for HR inquiries at the Boscombe Down site. The ideal candidate will provide expert support across HR processes, ensuring a high level of customer service and operational excellence. Responsibilities include managing queries and maintaining HR knowledge content. Essential qualifications include GCSE in English and Maths, along with strong customer service skills. A competitive benefits package is offered, including a pension scheme and health insurance.

Benefits

Matched contribution pension scheme

Competitive holiday allowance

Health Cash Plan

Employee discount portal

Volunteering opportunities

Qualifications

• Demonstrable experience in a customer service, administrative or HR support role.
• Ability to resolve issues at first contact whenever possible.
• Knowledge of HR processes across the employee lifecycle.

Responsibilities

• Act as the first point of contact for all HR queries.
• Log, triage and manage all queries within the AskHR case-management system.
• Deliver professional and solution-focused guidance.

Skills

Customer service orientation

Strong communication skills

Attention to detail

Ability to manage competing priorities

Strong Excel and general IT skills

Education

GCSE (or equivalent) in English and Maths

Tools

SuccessFactors

Job description

Job Title: AskHR Administrator

Job Type: Permanent, Fulltime

Job Location: Boscombe Down, Amesbury, Wiltshire

Are you ready to be part of the future? At QinetiQ, we are not just imagining tomorrow – we are creating it. From cutting‑edge defence technology to ground‑breaking innovations, our mission is to empower and protect lives. Join us as an AskHR Administrator at our Boscombe Down site, where you will work with the most brilliant minds and the latest technology.

Role Purpose

Act as the first point of contact for all HR queries through the AskHR service, delivering accurate, timely, customer‑focused support across HR policies, processes and systems, including SuccessFactors. Ensure employees and managers receive high‑quality assistance, resolve issues at first contact whenever possible, and progress cases compliantly through the service model.

Key Responsibilities: Customer Support & Ticket Resolution

• Provide first‑line support to employees and managers across all contact channels (ticketing system, email, phone, in‑person drop‑ins).
• Log, triage and manage all queries within the AskHR case‑management system, ensuring accurate categorisation, documentation, and timely updates.
• Deliver clear, professional and solution‑focused guidance, consistently applying HR policies and procedures.
• Resolve issues at first point of contact whenever possible, escalating only when appropriate with full and accurate information.
• Maintain a high level of customer service and responsiveness at all times.

Key Responsibilities: Operational Excellence & Compliance

• Take ownership of enquiries from initial contact through to resolution, tracking progress and communicating to the customer.
• Ensure compliance with all organisational policies, including data protection, audit requirements and standard operating procedures.
• Support maintenance of HR knowledge content, work instructions and process documentation to keep them accurate, current and user‑friendly.
• Contribute to the reduction of aged tickets and help optimise workflow management within the team.

Key Responsibilities: Problem Solving & Continuous Improvement

• Identify recurring issues or process pain‑points and proactively suggest improvements or self‑service opportunities.
• Support the development and publication of self‑help guides, FAQs, and knowledge articles to improve customer autonomy and reduce repeat demand.
• Participate in root‑cause investigations and continuous improvement activities in partnership with colleagues across Employee Services.

Key Responsibilities: Collaboration & Stakeholder Engagement

• Liaise with Level 2 specialists (Manager Advice, HR Service Delivery, Payroll, TA/Onboarding) and third‑party providers to progress cases efficiently.
• Ensure handoffs to specialist teams follow clear, complete and compliant escalation protocols.
• Work collaboratively within AskHR to help meet shared targets, including SLA performance, quality scores and service experience measures.

Essential: Skills & Experience

• Strong customer service orientation with the ability to handle high‑volume enquiries professionally and calmly.
• Good understanding of HR processes across the employee lifecycle (new starter processes, contractual changes, leave, absence, benefits, off‑boarding).
• Strong verbal and written communication skills, articulating guidance clearly to a non‑technical audience.
• High degree of accuracy, attention to detail and disciplined record‑keeping.
• Ability to manage competing priorities and maintain service levels in a fast‑paced environment.
• Strong Excel and general IT skills; confidence navigating multiple systems simultaneously.

Desirable: Knowledge & Experience

• Working knowledge of SuccessFactors (Employee Central, Onboarding, etc.) or similar HRIS platforms.
• Experience working in a shared service, ticketing or service centre environment.
• Familiarity with case management systems, workflows, and SLA‑based service delivery.
• Understanding of basic employment law and HR policy frameworks.

Behaviours

• Customer‑centred mindset resolving issues constructively, courteously, and with empathy.
• Ownership and accountability taking responsibility for seeing issues through to resolution.
• Proactive anticipating issues, identifying improvements, and contributing ideas to enhance service delivery.
• Team‑oriented works collaboratively and supports colleagues to achieve collective goals.
• Professional integrity handles sensitive information confidentially and acts with discretion.
• Adaptive and willing to learn embraces new systems, processes and changes in demand.

Qualifications

Essential

• GCSE (or equivalent) in English and Maths.
• Demonstrable experience in a customer service, administrative or HR support role.

Desirable

• Working towards CIPD Level 3 Foundation Certificate (or willingness to study).
• Customer service or HR administration qualifications.

Why Join QinetiQ?

As we continue to grow into new markets worldwide, there has never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges. As a QinetiQ employee, you will experience a unique working environment where teams from different backgrounds, disciplines and experiences collaborate widely and openly. Through effective teamwork, you will get to discover new ways of solving complex problems in a diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Visit our website to learn more about our inclusive workplace culture: QinetiQ Careers.

Our Benefits

• Matched contribution pension scheme, with life assurance.
• Competitive holiday allowance, with the option to purchase additional days.
• Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance.
• Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and more.
• Support for the Armed Forces community by honouring the Armed Forces Covenant and maintaining our Gold Award standard in the Defence Employer Recognition Scheme.
• Volunteering opportunities – helping charities and local community.

Our Recruitment Process

We want to make sure that our recruitment process is as inclusive as possible and we aspire to bring out the best in our candidates by creating an environment where everyone feels valued, heard and supported. If you have a disability or health condition that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments. Many roles in QinetiQ are subject to national security vetting. Applicants who already hold the appropriate level of vetting may be able to transfer it upon appointment. A number of roles are also subject to additional restrictions, which means factors such as nationality or previous nationalities may affect the roles that you can be employed in.

For further information on National Security Vetting, please refer to our National Security Vetting page.