People Services Delivery Assistant in Aberford

We're looking for a customer-focused People Services Delivery Assistant to join our People Services Delivery team and play an important role in delivering a professional, responsive and high-quality service to colleagues and managers across the organisation. As a key member of the team, you'll sit at the centre of the colleague experience, helping to ensure people processes run smoothly, queries are resolved efficiently and colleagues receive the support they need throughout their employment journey. This role is ideal for someone who enjoys working in a fast-paced, service-driven environment and takes pride in delivering excellent customer service.

You'll be part of a collaborative People Services Delivery function that combines People Administration and Employee Relations support, providing exposure to a broad range of HR activities and people processes. The role requires strong communication skills, attention to detail and the ability to build positive relationships with colleagues and managers at all levels. As the first point of contact for many People-related enquiries, you'll play a key role in creating a positive experience for colleagues, providing clear guidance, signposting and support while helping ensure more complex matters are directed to the appropriate specialist teams.

You'll contribute to an efficient and customer-focused People Services Delivery function that values continuous improvement, teamwork and delivering consistently high standards of service across the organisation.

• Provide a professional, responsive and customer-focused People service, acting as a first point of contact for colleagues and managers and handling a high volume of telephone, online and system-based queries with accuracy, empathy and professionalism.
• Deliver clear advice, guidance and signposting on People policies, procedures and colleague lifecycle activities, helping colleagues and managers understand processes and access the support they need while ensuring a consistent approach across the organisation.
• Complete end-to-end HR administration activities, including processing new starters, contractual changes, employee transfers and leavers, ensuring all activities are delivered accurately, efficiently and in line with agreed service standards and deadlines.
• Prepare and issue employment documentation, including contracts of employment, variation letters, confirmation letters and other colleague-related correspondence, maintaining a high level of accuracy and attention to detail.
• Maintain accurate and up-to-date colleague records across People systems, ensuring data integrity, compliance with data protection requirements and effective management of confidential information.
• Respond to routine and low-level Employee Relations queries, providing guidance on policies, procedures and next steps where appropriate, whilst recognising when issues are more complex, sensitive or high risk and require escalation to an Employee Relations Specialist.
• Act as a key triage point for Employee Relations matters, gathering relevant information, assessing the nature of enquiries and ensuring cases are directed to the appropriate specialist quickly and efficiently to support a seamless colleague and manager experience.
• Work collaboratively with Employee Relations Specialists and the wider People Services team, ensuring queries, casework and administration activities are coordinated effectively and colleagues receive a joined-up service.
• Identify common themes, recurring queries and opportunities for improvement, contributing to the development of self-service resources, process enhancements and more efficient ways of working that improve both colleague experience and service delivery.
• Support a culture of continuous improvement and excellent customer service, helping to build an efficient, knowledgeable and trusted People Services Delivery function that meets the needs of colleagues, managers and the wider business.

• Excellent verbal and written communication skills, with the ability to explain policies, processes and people-related matters clearly and professionally to a wide range of audiences, adapting communication style to meet individual needs and circumstances.
• Confidence handling high volumes of telephone, email and system-based queries, building positive relationships with colleagues and managers at all levels while delivering a professional, responsive and customer-focused service.
• Strong organisational and time management skills, with the ability to prioritise competing demands, manage multiple tasks simultaneously and maintain high levels of accuracy in a fast-paced environment.
• Exceptional attention to detail and commitment to quality, ensuring information is recorded accurately, correspondence is produced to a high standard and People processes are completed correctly and compliantly.
• Strong IT and systems capability, including experience using HR, People or case management systems, with the ability to maintain accurate records, navigate multiple systems and use technology to support efficient service delivery.
• Experience handling confidential, sensitive and personal information, demonstrating discretion, professionalism and a sound understanding of data protection, confidentiality and information security requirements.
• Previous experience within a fast-paced HR Administration, People Services or Shared Services environment, delivering high-quality support across a range of People processes while working to agreed service standards.
• Experience working to service level agreements, performance measures and strict deadlines, with a focus on delivering a timely, accurate and reliable service to colleagues and managers.
• Strong problem-solving and analytical skills, with the ability to gather information, identify solutions, exercise sound judgement and know when issues should be resolved directly or escalated for specialist support.
• A proactive and continuous improvement mindset, able to identify recurring queries, process inefficiencies and opportunities to enhance self-service resources, improve customer experience and contribute to the development of a more effective People Services function.
• An understanding of Employee Relations processes and policies, with the confidence to respond to routine and low-level Employee Relations queries, provide appropriate guidance and signposting, and effectively triage more complex or sensitive matters to the relevant Employee Relations specialist.

Anchor is England's largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life. We're not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.

Our values Every one of us can make a difference to our residents and play a part in shaping homes and services around their needs. Our Anchor values of being Accountable, Respectful, Courageous and Honest apply to us all, whether you manage colleagues as part of your role or not. Displaying our values can influence those around us to do the same. We can all be leaders at Anchor and should all be driven by the same customer ethos.

A rewarding environment From health and happiness to finance and your career, we'll give you all the support you need.

• Health & happiness: Gym, fitness and wellbeing discounts, Mental health support, Flexible working options, Access to online GP appointments.
• Finance: Pension plan – contribute between 4% and 8% and we'll match it or better, Quick and easy pension transfer service, Savings and financial advice, loans, free life assurance, Discounts on shopping, holidays, phones, technology and more, Free Blue Light Card.
• Ongoing personal and professional development programme, Leadership Pathways online learning resources, Career progression and promotion opportunities.

To see our full range of benefits, check out our dedicated page.

Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other. We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members. We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others. We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge and Age Friendly Employer Pledge schemes.