HR Administrator

Serco Limited; Metropolitan Borough of Solihull; Hybrid; GBP 24,000; Full time

Job summary

A public services provider is looking for a skilled HR Administrator in Solihull to deliver exceptional customer service and effectively assist colleagues with HR processes. This role requires strong communication skills and experience in a customer service environment. Responsibilities include managing HR queries, supporting GDPR requests, and producing HR documentation. The position offers career development opportunities within a supportive environment. Key benefits include 25 days annual leave, pension options, and access to a range of employee support initiatives.

Benefits

25 days annual leave plus bank holidays

Up to 6% contributory pension scheme

Employee Assistance Programme

Career development training

Diversity and inclusion initiatives

Qualifications

• Proven experience in a customer service environment.
• Experience in HR Shared Services or phone-based support desirable.
• CIPD study or interest is desirable, but not essential.

Responsibilities

• Provide first-line HR support via telephone, email, and webchat.
• Manage GDPR requests and handle sensitive data.
• Produce employment references and HR documentation.

Skills

Customer service experience

Strong communication skills

Organizational skills

Attention to detail

Good working knowledge of Microsoft Office

Education

GCSEs in Maths and English or equivalent

Job description

HR Administrator

Location: Solihull/Hybrid - Requirement of 2 office days
9 Months FTC
Salary - £23,874.97

Are you passionate about delivering exceptional customer service and supporting people through key moments in their employee journey? Do you thrive in a fast-paced, people-focused environment? If so, Serco's HR Shared Services team wants to hear from you.

We're looking for a HR Administrator to join our MyHR team in Solihull. You'll be the first point of contact for colleagues across the organisation, helping them navigate HR processes, understand policies, and resolve queries with care, accuracy and professionalism.

This is a great opportunity to build a career in HR within a large, supportive organisation that offers clear progression pathways, ongoing development, and a strong culture of service excellence.

What you’ll be doing

As an HR Administrator, you’ll provide high-quality guidance and support across the full employee life cycle, working with managers, colleagues, external providers and internal HR teams.

Your responsibilities will include:

First-line HR Support

• Respond to HR queries via telephone, email and webchat, ensuring first‑time resolution wherever possible
• Provide clear guidance on HR policies, processes, self‑service platforms and employee life‑cycle events
• Manage high‑volume contacts in line with SLAs and service standards
• Assist with absence‑related queries and platform guidance and liaise with external partner

GDPR & Data Handling

• Support GDPR requests from initial receipt through to information collation for redaction
• Handle sensitive data confidentially and in line with data protection legislation
• Maintain accurate employee records and documentation via CRM and personnel files

Employee Reference & HR Documentation

• Produce employment and financial references for employees and third parties
• Create ad‑hoc HR letters for core HR processes

Shared Services Administration

• Support post handling, HR collateral updates and wider People Services admin
• Provide overflow support to the HR Advisory Team during peak demand

What you’ll need to succeed

• GCSEs in Maths and English or equivalent experience.
• Proven experience in a customer service environment
• Experience in HR Shared Services or phone‑based support (desirable)
• Strong communication skills, empathy and a genuine commitment to great service
• Ability to manage a high‑volume workload with accuracy and professionalism
• Strong organisational skills and attention to detail
• Good working knowledge of Microsoft Office and digital systems

CIPD study or interest is desirable, but not essential - we welcome people looking to grow their HR career.

Why Serco?

At Serco, we deliver essential services that make a real difference from supporting frontline public services to enabling government operations around the world. Our HR teams play a vital role in keeping our people supported, informed, and empowered.

We offer:

• 25 days annual leave plus bank holidays.
• Annual leave purchase scheme.
• Up to 6% contributory pension scheme
• A Serco benefits portal offering a wide range of discounts for major high street brands in Retail, Leisure & Hospitality.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Virtual GP and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.
• A company passionate about diversity and inclusion.