Employment Service Senior Administrator

Coventry City Centre based – on site Monday to Friday 8.30 am-17.00 (1 hour for lunch) Temporary until 31st July 2025 We are currently supporting Coventry University to recruit for an Employment Service Senior Administrator. The Employment Services Team is responsible for delivering a comprehensive and seamless service across the employment lifecycle, post onboarding, for both UK and international operations. The team provides support through various channels, including telephone, email, and face-to-face interactions, using an effective ticket logging and HR information system. Main Duties and Responsibilities HR Administrative Support: * Provide a comprehensive HR administrative service to employees and managers across the Group, including those based overseas, for all employment changes, queries and contractual aspects of their employment from day 1 of employment * This service includes precise data entry into the HR system, confirming contractual entitlements, issuance of formal documentation and letters and ensuring the accurate recording of personal and employment information in line with legislative requirements (e.g. GDPR), Group policies, procedures and standards. * The Employment Services Senior Administrator handles complex cases ensuring timely and effective resolution. Customer Focused Service: * Deliver a customer-focused service by prioritising workloads and ensuring all enquiries, including those referred by the Employment Services Administrator, are resolved efficiently. Complex Enquiries and HR Processes: * Responsible for managing more complex HR processes, enquiries, and queries from employees and managers via in-person, telephone, email or online platforms taking prompt and effective action. * Accountable for ensuring the application of the correct processes and documentation to each case and delivering a quality service. * Act as a central point of escalation for Employment Services Administrators. Employment Services Administrators will refer more complicated issues, challenging queries, or non- routine tasks to senior administrators for resolution. Policy Compliance and Best Practice: * Deliver all services in accordance with best practices, legislative requirements, Group policies and procedures and in line with agreed service levels. * Responsible for highlighting and escalating concerns with processes and workflows and contributing to process improvements. * Support requests for information relating to internal and external audit processes. * The role will also serve as the go-to expert for the Administrators, guiding them through correct procedures and supporting continuous improvement initiatives. Advice on Processes: * Provide guidance to employees and managers on processes and employment terms and conditions and individuals' specific entitlements e.g. annual leave, sickness absence entitlements, parental leave and advise on processes as required to enable managers and employees to make informed decisions relating to their employment. Service Level Delivery: * Manage your own workload efficiently, including handling escalated queries and tasks referred by the Employment Services Administrators. You are expected to deliver on these responsibilities with minimal oversight, ensuring service levels are met or exceeded and that you contribute to a culture of excellence. Data Management: * Ensure the accurate input and maintenance of data within the electronic HR and Payroll database, adhering to agreed standards and workflows and document archive processes to ensure data integrity. * Undertake data cleansing activities as required. Project Support: * Participate in activities and projects that support the development and improvement of People Team service deliverables. Team Training and Development: * Collaborate and engage in continuous training and development as required. Compliance and Safety: * Ensure all work is conducted in compliance with employment legislation, HR best practice, Group policies and Health and Safety guidelines