People Services Advisor (24 Month FTC)

Northern Powergrid; Shiremoor; On-site; GBP 32,000 - 42,000; Full time

Job summary

Northern Powergrid is seeking an experienced HR Admin Team Leader to support the People Services Manager in delivering accurate, efficient and customer-focused HR support. You will coordinate workload, coach the team, and ensure data integrity within Oracle HCM while collaborating with Payroll.

The role requires strong IT skills, experience in HR administration and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Experience in HR administration or shared services with supervision.
• Experience implementing HR processes and policies.
• Experience delivering process improvements to streamline ways of working.
• Ability to manage tight deadlines with competing priorities.
• Experience in fast-paced customer service.
• Proficient IT skills – Microsoft Office.
• Experience of working in a unionised environment.

Responsibilities

• Coordinate day-to-day team activity and assist with workload allocation.
• Act as escalation point for non-standard HR matters.
• Provide guidance and coaching to team members to ensure consistent service.
• Review and drive efficiency in HR Admin processes and SOPs.
• Coordinate with Payroll to flag changes before payroll cut-off.
• Maintain data accuracy in Oracle HCM and collaborate with HR Systems.
• Support the development and deployment of updated Oracle HCM features.
• Run HR reports and resolve data anomalies in Oracle HCM.
• Establish KPIs and monitor service levels to deliver excellent customer service.
• Provide regular updates on team performance and risks to the People Services Manager.
• Act as continuity point during absences and peak workloads.
• Foster relationships with the People and Change directorate and wider business.
• Guide managers on administration of their teams and reduce errors.
• Support ad-hoc HR projects and process improvements.

Skills

Team leadership

HR administration

Process improvement

Time management

Customer service

HR policies

Data accuracy

Tools

Microsoft Excel

Oracle HCM

Job description

The role provides support to the People Services Manager, helping to oversee the daily operation of the People Services function and ensuring the team delivers an accurate, efficient and customer-focused service. This includes supporting workload allocation, monitoring priorities and service levels, coaching team members, acting as an escalation point for complex queries and helping to maintain strong controls, data accuracy and continuous improvement across People Services.

Key Responsibilities:

• Acting as support to the People Services Manager by coordinating day-to-day team activity, assisting the co-ordinators with the allocation of workload, monitoring priorities and ensure agreed service levels are achieved
• Providing first-line team leader support by acting as the escalation point for non-standard people/HR matters and queries, using effective judgement to identify when wider People Team input is required on complex cases
• Providing day-to-day guidance, support and coaching to People Services team members, helping to resolve queries, build capability and maintain consistency in service delivery
• Reviewing streamline Standard Operating Practices and contributing to driving efficiency and clarity for customers, promoting a culture of continuous improvement within the HR Admin function
• Collaboratively working with the Payroll team to ensure they are notified of any changes before payroll cut-off
• Responsibility for the administration and accuracy of inputs to the Oracle HCM system, working closely with the HR Systems team to ensure the accuracy and integrity of all People related information
• Support the team and wider business with the development and implementation of an updated Oracle HCM system
• Running and analysing HR reports, particularly from Oracle HCM, with ultimate accountability for flagging and resolving anomalies to ensure HCM data is accurate and valid
• Establishing and measuring the People Services Team against an effective set of KPI metrics, ensuring performance meets all agreed service levels to deliver excellent customer service
• Providing the People Services Manager with regular updates on team performance, service pressures, escalations, risks and opportunities to improve ways of working or customer experience
• Supporting the People Services Manager by acting as a point of continuity for the team during periods of absence, peak workload or competing priorities, ensuring service delivery remains effective
• Develop and maintain collaborative and productive working relationships with the People and Change directorate and wider business
• Be a senior point of contact for employee queries for matters concerning leavers, contract changes to terms and conditions and absence management
• Coach and guide People managers to effectively manage the administration of their teams, reducing business led errors and double handling
• Supporting the People Services Manager and wider People team with ad-hoc HR projects, process changes and service improvement activity as required

Skills, Knowledge, Experience & Qualifications:

• Experience of providing team leader, supervisory or deputy support within an HR Administration, HR Shared Services or customer service environment, with a demonstrable track record of supporting effective service delivery
• Experience of implementing HR processes and policies
• Experience of delivering process improvements to streamline current ways of working
• Experience of managing to tight deadlines with competing priorities, whilst ensuring the team deliver to their deadlines
• Have worked in a fast-paced customer service environment
• Strong IT skills – well versed in Microsoft packages inc. excel, word, PowerPoint
• Experience of internal HR systems and packages
• Operated within a unionised environment