HR Customer Service Advisor - Overpayments

GB Recruitment (England, Scotland, Wales); Milton Keynes; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading recruitment agency is seeking an HR Customer Service Advisor to manage overpayment recovery processes. The ideal candidate will have HR experience and strong stakeholder management skills. This role involves addressing sensitive issues and providing detailed advice while ensuring compliance and accuracy in record-keeping. This permanent position offers hybrid working and a variety of employee benefits, making it an excellent opportunity for professionals in HR.

Benefits

Private Medical Insurance

Discretionary bonus based on performance

Flexible working

Generous pension scheme

Free GP consultations

Discounts on retail and lifestyle

Loans and savings schemes

Qualifications

• Experience in HR, Payroll, or case-management environment.
• Ability to discuss sensitive information with professionalism.
• Strong stakeholder management skills.

Responsibilities

• Manage end-to-end overpayment recovery processes.
• Prepare and track correspondence to employees and stakeholders.
• Liaise with external partners to resolve balances.
• Ensure accurate record-keeping and compliance.
• Provide clear advice to stakeholders on overpayment processes.

Skills

HR experience

Customer service orientation

Excel proficiency

Attention to detail

Stakeholder management

Confidentiality

Organizational skills

Tools

Microsoft Office

Oracle/OSC

Job description

Overview

HR Customer Service Advisor - Overpayments
Grade: RCS M • Contract Type: Permanent
Location: Milton Keynes (MK4 3FU) • Hybrid working - 3 days in office

DHL, an award-winning leading supply chain business, seeks an experienced HR professional to act as a trusted advisor to the business, aligning HR activities to the business strategy in the overpayments area. With 37,000 employees in 400 operations across the UK & Ireland, we are a large, diverse organisation. Our HR function partners with managers to attract, develop and retain our people, covering areas from HR Business Partners to Compensation and Benefits, Employee Relations to People Services.

Core Responsibilities

• Manage the end-to-end overpayment recovery process, ensuring cases are progressed promptly and in line with agreed timescales and process.
• Prepare, issue and track all correspondence, including formal letters and emails to employees, third parties and internal stakeholders.
• Liaise with external partners to ensure accurate and timely exchange of information relating to outstanding balances.
• Work closely with Payroll to investigate and resolve complex pay queries, ensuring calculations, adjustments and recoveries are accurate.
• Maintain detailed and accurate case records, ensuring all documentation, decisions and financial information are properly recorded and stored in line with data protection and audit requirements.
• Update HR and payroll systems (including OSC) with case notes, status changes and financial details to ensure information is consistent and up to date.
• Monitor case pipelines and deadlines, escalating risks or delays where necessary to support compliance.
• Provide clear, consistent advice to managers, employees and other stakeholders on the overpayment processes and next steps.
• Support reporting and analysis, including producing case summaries, tracking recovery progress with the third party and highlighting issues for next step cases to senior managers.

What Do We Need From You? Experience & Skills

• Experience working in an HR, Payroll or case-management environment, ideally within a customer-focused or high-volume service setting.
• Comfortable discussing sensitive and sometimes emotive information with employees, demonstrating empathy, professionalism and the ability to navigate difficult conversations confidently.
• Confidence working with Excel and data sets, including the ability to track balances, reconcile data and identify anomalies.
• Experience providing accurate and timely pay or HR-related advice, with strong attention to detail.
• Strong stakeholder management skills with the ability to communicate clearly and professionally with employees, managers and external partners.
• Proficiency in Microsoft Office and experience using HR, payroll, or case-management systems (experience with Oracle/OSC is beneficial).
• Strong organisational skills, with the ability to manage multiple cases simultaneously, prioritise effectively and work to strict timelines.
• A clear understanding of the importance of accurate record-keeping, data integrity and compliance across the employee lifecycle.

Why Join Us?

• Private Medical Insurance
• Discretionary bonus based on performance
• Flexible working – alternative patterns available at interview
• Generous pension scheme with 8% employer contribution and 4% employee contribution
• Free confidential 24/7 GP consultations
• Retail and lifestyle discounts
• Loans, savings schemes and mortgage advice
• Visit https://careers.dhl.com/global/en/working-at-dhl-supply-chain to learn more

Who We Are

We’re the global leaders in supply chain management with 188,000 people in over 50 countries. Our teams work to deliver for our customers across industries including retail, automotive, healthcare and more.

Building an Inclusive Workplace

At DHL, we aim to create a workplace where everyone’s skills and experiences matter, and you can be your true self every day. We’re proud supporters of the Armed Forces Covenant and value the skills of ex-service personnel.

Applications are reviewed continuously, and the vacancy may close early. Please submit asap to ensure consideration.