HR Customer Support Consultant (UK)

Employment Hero; Birmingham; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading HR technology company in the UK is seeking an HR Support Consultant to assist clients after implementing their HR product. This role requires excellent communication skills and a background in HR or related fields, ensuring customers have support and guidance post-launch. The consultant will work remotely and contribute to product improvement through client feedback. A supportive environment with benefits like generous parental leave and development opportunities is offered.

Benefits

Generous parental leave

Subsidised egg freezing

WFH office expense budget

Learning & development opportunities

Qualifications

• Experience with HRIS / HCM systems is beneficial.
• Ability to manage multiple priorities and deadlines.

Responsibilities

• Support customers post go-live by resolving HR-related queries.
• Drive HR platform adoption and usage.
• Assist with troubleshooting and client queries.

Skills

Background in HR or related field

Experience in SaaS and customer support

Strong communication skills

Organizational skills

High emotional intelligence

Job description

Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

The EH Way

• We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
• We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
• We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
• We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
• We Live by Our Values - we role model our values 100% of the time
• We Expect High Performance - we set a high standard and we’re not satisfied with being average

This role

Our HR Support Consultants are partners to our clients and are responsible for gathering information and ensuring their continued support and success after implementing our Employment Hero HR product. In this role, you will be supporting our customers to ensure accuracy and correctness of HR compliance and legislative conditions of employment for our clients. Addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary.

Your key focus areas will be

• Supporting customers post go-live by resolving HR-related queries with care, speed, and accuracy
• Driving confident HR platform adoption and usage by offering proactive guidance and compliance expertise
• Contributing to ongoing product and process improvements using customer feedback and insights
• Reducing HR support escalations by providing effective first-touch resolutions and knowledge-sharing

This will include

• You will provide support to clients after they 'go-live' by walking them through updates needed or how to troubleshoot in a variety of ways, such as award interpretation and platform configuration
• You will respond to HR related queries from internal support team members and external clients via email, phone and the Employment Hero platform
• Take on client and team HR escalations for our customers
• Assist with requirements gathering to run post mortem's and run internal support team workshops
• Assist with troubleshooting and client queries; coordinate with internal teams for successful delivery
• You will work closely with your team of Support Consultants and lead the HR platform adoption to meet each client's specific requests
• You will help to build and continually improve documentation, and embrace new & existing technologies to improve the way we provide service, both for our customers and for our internal team of Support Consultants
• You will be creative, aiming to simplify and improve processes to help team operations run more efficiently and increase client happiness.

Who you are

• A background in HR or related field is important
• Experience working in SaaS and customer support is preferred
• Previous experience in setting up, implementing or administering HRIS / HCM systems
• A confident and engaging communicator who is comfortable building relationships with a variety of people
• Well-organized approach to your work. You can juggle multiple priorities and deadlines
• An attitude that always puts your customer's needs first
• The ability to identify issues or problems early on and work collaboratively with your team to remove roadblocks and fix problems
• Strong and polished verbal and written communication skills
• High level of emotional intelligence and maturity

What we can offer

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• You’ll also have access to a wide range of benefits that includes - a very generous paternity leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here employmenthero.com / legals / applicant-policy /

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.