People Services Advisor - Transactional

Amey; Liverpool; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Career Development

Pension scheme

Holidays 24 days + BH

Flexible benefits

Cycle2work

Gym membership

Community involvement days

Job summary

Amey is seeking a People Services Advisor to join the Transactional HR team in Liverpool. The role is permanent, full-time with hybrid working and standard 37.5 hour weeks, 09:00–17:00, Monday to Friday.

You will manage 1st line HR queries, support Tier 2/3 teams, and ensure service levels and quality standards are met while delivering excellent customer service.

Qualifications

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

Responsibilities

• 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

Skills

Communication

Attention to detail

Customer service

Organisational skills

HR knowledge

Stakeholder management

Education

CIPD qualification (desirable)

Tools

SAP

SuccessFactors

ASM

Job description

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
• First class customer service skills
• Ideally experience within a HR environment or Customer Service environment
• Strong IT skills
• Previous experience with HR systems would be desirable (SAP, Success Factors, ASM)
• Excellent stakeholder management skills
• 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
• Holidays - Minimum 24 days holiday + Bank Holidays
• 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.

To find out more take a look at our website www.amey.co.uk

Application Guidance

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.

We reserve the right to close this vacancy before the closing date should we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.