AskHR Administrator

QinetiQ Limited; United Kingdom; Remote; GBP 31,000 - 42,000; Full time

Benefits offered by this job

Pension

Holiday allowance

Health insurance

Employee discounts

Armed Forces Covenant

Volunteer program

Job summary

QinetiQ Limited in Amesbury Wiltshire is seeking a proactive HR AskHR associate to provide first-line support for employees and managers across ticketing, email, phone and in-person inquiries, delivering accurate guidance and resolving issues at first contact where possible.

You will log and triage queries in the AskHR case-management system, support compliance with data protection and SOPs, and contribute to knowledge content and self-service resources to reduce repetitive demand.

Qualifications

• Experience in a customer service or HR support role.
• Knowledge of HR policies, processes and data privacy.

Responsibilities

• Provide first-line HR support to employees and managers across all channels (ticketing, email, phone, in-person).
• Log, triage and manage queries in the AskHR case-management system with accurate categorisation.
• Deliver clear guidance with consistent application of HR policies and procedures.
• Resolve issues at first contact where possible and escalate when needed.
• Assist with maintenance of HR knowledge content and process documentation.

Skills

Customer service

HR processes

SuccessFactors

Ticketing system

Data protection

Excel

Communication

HRIS

Education

GCSE English & Maths

CIPD Foundation (study)

Tools

SuccessFactors

Ticketing System

HRIS

Job description

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Location: Boscombe Down, Amesbury Wiltshire

Role Type: Permanent – Full Time, minimum 3 days per week onsite

Role ID: 20650

Role Purpose:

To act as the first point of contact for all HR queries through the AskHR service, delivering accurate, timely and customer-focused support across the full range of HR policies, processes and systems, including SuccessFactors. The role ensures that employees and managers receive high-quality assistance, issues are resolved at first contact wherever possible, and cases are progressed 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, and in-person drop-ins as required).
• 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, with consistent application of HR policies, procedures, work instructions, and employment practices.
• Resolve issues at first point of contact wherever possible, escalating only when appropriate with full and accurate information.
• Maintain a high level of customer service and responsiveness at all times.

Operational Excellence & Compliance:

• Take ownership of enquiries from initial contact through to resolution, ensuring progress is tracked and communicated 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 ensure they remain accurate, current and user-friendly.
• Contribute to the reduction of aged tickets and help optimise workflow management within the team.

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.

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.

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, offboarding, etc.).
• Strong verbal and written communication skills, with an ability to articulate 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.
• 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 – resolves issues constructively, courteously, and with empathy.
• Ownership and accountability – takes responsibility for seeing issues through to resolution.
• Proactive – anticipates issues, identifies improvements, and contributes 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:

• GCSE (or equivalent) in English and Maths.
• Demonstrable experience in a customer service, administrative or HR support role.
• Working towards CIPD Level 3 Foundation Certificate (or willingness to study).
• Customer service or HR administration qualifications.

This role is 37 hours per week based out site in Amesbury Wiltshire with a minimum average site attendance of three days per week.

Our Recruitment Process:

At QinetiQ we are committed to building an inclusive,accessibleand welcoming workplace where everyone feels valued and supported. We believe that a diverse mix of backgrounds, perspectives and experiences drives innovation and leads to better outcomes for our people,customersand communities. We encourage applications from all candidates and are a disabilityconfident committedemployer. If you have a disability or need any reasonable adjustments during the recruitment process, please let us know by emailing [e-mail] .One of our recruitment team will contactyou.

Please note that all applicants for this role must be eligible for SC clearance, as a minimum.

Many roles in QinetiQ are subject to national security vetting being completed, applicants who already hold theappropriate levelof vetting may be able to transfer it upon appointment. A number ofroles are also subject toadditionalrestrictions, which means factors such as nationality orpreviousnationalities may affect the roles that you can be employed in.

Why Join QinetiQ?

As we continue to grow into new markets around the world,there’snever 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’llexperience a unique working environment where teams fromdifferent backgrounds, disciplines and experiencesenjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork, and pulling together, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies; constantly discovering 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 read more about our diverse andinclusive workplaceculture. www.qinetiq.com/en/careers/life-at-qinetiq

Our Benefits:

• Matched contribution pension scheme, with life assurance
• Generous holiday allowance, with theoptiontopurchaseadditionaldays
• Options to joinHealth Cash Plan, Private Medical Insurance and Dental Insurance
• Employee discount portal:Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more
• We are proud to support the Armed Forces community by honouring the Armed Forces Covenant andmaintainingour Gold Award standard in the Defence Employer Recognition Scheme
• Volunteering Opportunities - helping charities and local community