Shared Service Support in KNOWLEDGE SERVICES

Bank of England; Leeds; On-site; GBP 24,000 - 26,000; Full time

Job summary

An established industry player is seeking a passionate individual for a dynamic role in customer service within their HR function. This position involves engaging with staff queries and service requests, ensuring efficient resolution and collaboration with various teams. The successful candidate will thrive in a fast-paced environment, utilizing their excellent organizational and communication skills to enhance the service desk experience. Join a forward-thinking organization that values diversity and inclusion, and be part of a team dedicated to making a meaningful impact in the workplace.

Benefits

Non-contributory pension scheme

Discretionary performance award

26 days annual leave

Private medical insurance

Flexible working arrangements

Qualifications

• Broad understanding of service desk function and organizational structure.
• Excellent customer service and relationship-building skills.

Responsibilities

• Manage and resolve queries on the AskHR Service Desk.
• Collaborate with Talent Acquisition Partners for scheduling interviews.

Skills

Customer Service Skills

Organizational Skills

Communication Skills

MS Office Skills

Initiative

Job description

Shared Service Support in KNOWLEDGE SERVICES

Shared Service Support in KNOWLEDGE SERVICES

Shared Service Support in KNOWLEDGE SERVICES

Job Description

Location: Leeds only.

This is an exciting and varied job opportunity for someone with a passion for customer service who is keen to develop an understanding of the work within the HR function. The job holder will work on the AskHR Service Desk which is part of the People Directorate. AskHR is the first point of contact for Bank staff queries and service requests.

Reporting to the AskHR Team Leader, the job holder will undertake a variety of different tasks. This is a lively and fast paced role, with job holders encouraged to think on their feet and use their initiative.

AskHR receive on average 1200 requests or queries each month on a far-ranging number of topics. Once fully trained the job holder will be encouraged to resolve 90% of their cases without the need for referral. Cases they are unable to answer will be referred to senior members of the team or the centres of expertise within the People Directorate.

The successful candidate will:

• Ensure queries and service requests are answered accurately, within Service Level Agreements and are recorded in the case logging system.
• Liaise with Talent Acquisition Partners and hiring managers to schedule interviews with recruitment candidates.
• Find opportunities for improvement and contribute to recommendations for change (particularly where this will reduce demand).
• Adhere to best practice and policies.
• Become familiar with HR/People policies and current issues.
• Collaborate closely with other teams in the directorate that AskHR support and report back on issues or initiatives.
• Engage with partners and employees across the business.
• Carry out additional ad hoc duties such as preparing references, assessing and logging Work From Abroad notifications and carrying out Joining/Moving/Leaving activities.
• Suggest topics to be added to the Knowledge Bank and highlight any updates required to existing topics.
• Attend and contribute to key meetings.
• Act as a point of contact, representing the team within the directorate and wider Bank.
• Increase understanding of colleagues, through sharing knowledge.

Role Requirements

Minimum (Essential) Criteria

• Possesses a broad understanding of the service desk function and the Bank's organisational structure.
• Excellent customer service skills and ability to build effective working relationships with staff at all levels.
• Strong organisational skills, driving tasks to completion.
• Flexible approach and ability to swap between tasks at short notice.
• Ability to use initiative and make decisions based on good judgments.
• Ability to execute instructions and request clarification when needed.
• Ability to prioritise and manage deadlines, including excellent queue management skills.
• Ability to communicate clearly to staff at all levels and convey the necessary information.
• Ability to work independently and as part of a team.
• Enthusiastic and self-motivated with a 'can do' demeanour.
• Excellent MS Office skills e.g. outlook, excel, word etc, and enter data accurately.

Desirable Criteria

• HR service desk or customer service experience.
• Operated or familiar with an automated call distribution system, with a call logging and monitoring system.
• Ability to quickly learn new systems and technology.

Our Approach to Inclusion

The Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve.

At the Bank of England, we want all colleagues to feel valued and respected, so we're working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it's by drawing on different perspectives and experiences that we'll continue to make the best decisions for the public.

We welcome applications from individuals who work flexibly, including job shares and part time working patterns. We've also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they're needed.

For most roles where work can be carried out at home, we aim for colleagues to spend half of their time in the office, with a minimum of 40% per month. Subject to that minimum requirement, individuals and managers should work together to find what works best for them, their team and stakeholders.

Finally, we're proud to be a member of the Disability Confident Scheme. If you wish to apply under this scheme, you should check the box in the 'Candidate Personal Information' under the 'Disability Confident Scheme' section of the application.

Salary and Benefits Information

The salary for this role is Leeds, £24,540 - £25,560 per annum.

We encourage flexible working, part time working and job share arrangements. Part time salary and benefits will be on a pro-rated basis as appropriate.

In addition, we also offer a comprehensive benefits package as detailed below:

• Currently a non-contributory, career average pension giving you a guaranteed retirement benefit of 1/80th of your annual salary for every year worked. There is the option to increase your pension (to 1/65th) or decrease (to 1/105th) in exchange for salary through our flexible benefits programme each year. The Bank has the discretion to vary standard accrual rates and dial up and dial down rates at any time and to withdraw dial up and dial down options at any time.
• A discretionary performance award based on a current award pool.
• An 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.
• 26 days' annual leave with option to buy up to 12 additional days through flexible benefits.
• Private medical insurance and income protection.

National Security Vetting Process

Employment in this role will be subject to the National Security Vetting clearance process (and typically can take between 6 to 12 weeks post offer) and the passing of additional Bank security checks in accordance with the Bank policy. Further information regarding the vetting and security clearance requirements for the role will be provided to the successful applicant, and information about how the Bank processes personal data for these purposes, is set out in the Bank's Privacy Notice.

The Bank of England welcomes applications from all candidates, but as a UK Visas and Immigration (UKVI) approved sponsor, we have a responsibility to comply with the Immigration Rules and guidance. As such, our ability to employ individuals who require sponsorship for immigration purposes is limited. The Bank cannot guarantee that you and / or the role you are applying for will be eligible for sponsorship and that any application made to UKVI will be successful. Eligibility will therefore be considered on a case by case basis.

The Application Process

Important: Please ensure that you complete the 'work history' section and answer ALL the application questions fully. All candidate applications are anonymised to ensure that our hiring managers will not be able to see your personal information, including your CV, when reviewing your application details at the screening stage. It's therefore really important that you fill out the work history and application form questions, as your answers will form a critical part of the initial selection process.

The assessment process will comprise of two interview stages. (Amend and add brief details if relevant, such as interview/assessment dates or process for your specific role)

This role closes on 29 May 2025

Please apply online, ensuring that you complete your work history and answer ALL the application questions fully and in detail as your application will not be considered if all mandatory questions are not fully completed.

About Us

We are the UK's central bank - and we are a bank like no other; known by our peers for our world-leading thinking on policy and strategy.

Our mission is to promote the good of the people of the UK by maintaining monetary and financial stability. We seek to keep prices stable and people's money safe. We know our work matters to people, to families, up and down the UK. We are driven by curiosity and the desire to do important, challenging work.

It takes a great team to run the Bank of England. We rely on each other to play our part. We benefit from a collaborative culture and long-established flexible ways of working, supporting our colleagues balance their work and personal lives. We strive to be a place where people feel they belong and have equal access to opportunities, because different perspectives helps us make the best decisions for the public.

There's much to gain from working with us - from career defining work at the heart of the UK economy, being part of a fantastic team, and a rewarding compensation package.

Join us and find a bank like no other. Together, we can make a difference.

The Bank of England will use and protect the information you provide when you apply for a role with us, in line with our obligations under data protection law. This is so we can assess your suitability for the role and administer your application. If you're successful we'll use it to offer you a position and onboard you to join the Bank.

If you would like more details about how your information will be used and your information rights, please visit our recruitment privacy notice

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