People Services Advisor - Transactional

ameygroupi; Liverpool; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Amey is seeking a People Services Advisor to join our Transactional HR team in Liverpool. This permanent, full-time role offers hybrid working and a 37.5 hour week (Mon-Fri, 09:00-17:00).

You will deliver first-line triage and query management for Amey employees and support Customer Services as required. Key responsibilities include handling queries within SLAs, escalating complex cases to Tier 2, and working closely with Tier 3 and other stakeholders to improve service delivery.

Qualifications

• HR experience or customer service background.
• Excellent communication, written and verbal.
• Attention to detail and highly organised.
• Experience with HR systems (SAP, SuccessFactors, ASM) desirable.

Responsibilities

• Deliver best practice in line with legislative requirements and Amey values.
• Assist HR Managers, Tier 2 QA and Tier 3 KAM with queries and tasks.
• Support efficient, cost-effective service operating model.
• Act as 1st Line Query Management for transactional cases from Amey employees.
• Support Customer Services on employee requests as needed.
• Escalate complex cases to Tier 2 when required.
• Deliver excellent customer service and respond to cases professionally.
• Triages and resolves cases within SLAs and QA standards.
• Collaborate with Tier 2 and Tier 3 teams to resolve queries.

Skills

Communication skills

Attention to detail

Highly organised

Customer service experience

HR systems knowledge

Education

CIPD qualification

Tools

SAP

SuccessFactors

ASM

Job description

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Title: People Services Advisor - Transactional

Requisition ID: 12639

We have a fantastic opportunity for a People Services Advisor to join our Transactional team within HR supporting our Group Business unit. This is a permanent, full-time role that will be based in Liverpool. This role will offer hybrid working.

The purpose of the role is to undertake operational delivery of the People Services 1st Line Triage & Query Management Triage (Tier 1) for Amey, supporting the function of People Services within service level agreement and key performance indicators.

The standard hours of work are based on 37.5 hours per week, Monday - Friday, 09:00 - 17:00.

Work-life balance and flexibility are key for our success. We empower our people to make choices that are right for them, with hybrid, part-time and flexible work patterns. And with a network of offices across the UK, we’re open to discussing working options that suit you.

You will be responsible for:

• Delivering best in practice in accordance with legislative, policy and governance requirements, and ensure that Amey’s values are always reflected.
• Assisting HR Managers, Tier 2 Quality Assurance and Tier 3 Key Account Management teams with queries, daily tasks and out of scope projects delivery.
• Supporting an efficient, cost effective and customer orientated, service operating model.
• Acting as 1st Line Query Management for all transactional cases received in People Services from Amey Employees and transferred from Customer Services.
• Acting as support for Customer Services on all employee related requests and queries as and when required.
• Escalating complex cases to Tier 2 (Quality Assurance) as and when required.
• Delivering excellent customer service, responding to cases in a professional manor.
• Triaging and resolving assigned cases within the indicated Service Level Agreement and in line with Advisor Quality Standards.
• Working closely with Tier 2 (Quality Assurance) Team to resolve complex queries and escalations within Service Level Agreement.
• Working closely with Tier 3 (Key Account Management) Team to support normal functioning
• Ensuring collaborative working and support with all relevant stakeholders
• Supporting continuous service improvement with People Services

We want to hear from you if you have:

• CIPD qualification would be desirable
• Excellent communication skills, both written and verbal
• Great attention to detail
• Ideally experience within a HR environment or Customer Service environment
• Previous experience with HR systems would be desirable (SAP, Success Factors, ASM)
• Highly organised

What we can offer you

When you join us, we can offer flexibility, career development, a choice of benefits and support that help you through all life’s ups and downs. It’s the reason why Investors in People put us among the top 1% of employers and we have a competitive reward and benefits program

• Career Development - Exceptional development and progression plan
• Pension - Generous Pension scheme which we will contribute to
• Choices - Our flexible benefits scheme is tailored by you, including buying additional annual leave, cycle2work scheme, charity giving and gym membership
• Save with Amey - Our online voucher portal gives you access to thousands of discounts from leading retailers to help you save on shopping, days out, or nights in. It includes healthcare, free GP service, dental vouchers
• Social Value - You’ll get 2 Community Involvement Days each year to volunteer for a charity of your choice and further opportunities to support fundraising initiatives

We embrace difference and support individuals to work in ways that work best for them.

We are committed to working sustainably and by working in partnership with the communities we serve, so people and the planet are protected.

Who is Amey?

• We are at the heart of modern Britain, helping the economy to grow by designing, maintaining and transforming the nation’s strategic assets.
• Our 11,000 people are behind the critical services the country relies on every day.
• Our unique engineering and operations experience, together with data driven insight from our consulting business, delivers better results for our clients.
• We are trusted partners of Government - both national and local - managing assets and complex projects that are vital to the sustainable growth of the country.

Amey is committed to Inclusion and Diversity. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. Please contact our recruitment team at [e-mail] to discuss any access needs, reasonable adjustments or additional support that may be required at any point during the recruitment process.