HR Customer Support Consultant (UK)

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Who We Are

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since our inception in 2014, we\’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally – Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

The EH Way

• We are Mission First – everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
• We are Remote First – we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
• We are AI First – we are committed to using AI to accelerate our mission; AI is not just a tool, it\’s a fundamental part of how we operate, innovate, and scale
• We are Apolitical – we do not take a position on political or social topics, unless it relates to our Mission
• We Live by Our Values – we role model our values 100% of the time
• We Expect High Performance – we set a high standard and we\’re not satisfied with being average

Job Overview

HR Support Consultants are partners to our clients and are responsible for gathering information and ensuring their continued support and success after implementing our Employment Hero HR product.

Key Focus Areas

• Supporting customers post go-live by resolving HR-related queries with care, speed, and accuracy
• Driving confident HR platform adoption and usage by offering proactive guidance and compliance expertise
• Contributing to ongoing product and process improvements using customer feedback and insights
• Reducing HR support escalations by providing effective first-touch resolutions and knowledge-sharing

Responsibilities

• Provide support to clients after they \’go-live\’, walking them through updates needed or troubleshooting in various ways (award interpretation, platform configuration)
• Respond to HR related queries from internal support team members and external clients via email, phone and the Employment Hero platform
• Take on client and team HR escalations for our customers
• Assist with requirements gathering to run post mortems and run internal support team workshops
• Assist with troubleshooting and client queries; coordinate with internal teams for successful delivery
• Work closely with team of Support Consultants and lead the HR platform adoption to meet each client\’s specific requests
• Help build and continually improve documentation, and embrace new & existing technologies to improve service delivery
• Be creative, aiming to simplify and improve processes to help team operations run more efficiently and increase client happiness

Qualifications

• A background in HR or related field is important
• Experience working in SaaS and customer support is preferred
• Previous experience in setting up, implementing or administering HRIS/HCM systems
• A confident and engaging communicator who is comfortable building relationships with a variety of people
• Well-organized approach to your work; can juggle multiple priorities and deadlines
• An attitude that always puts your customer\’s needs first
• The ability to identify issues or problems early on and work collaboratively with your team to remove roadblocks and fix problems
• Strong and polished verbal and written communication skills
• High level of emotional intelligence and maturity

Benefits

• Work remotely, with the flexibility to own your time and impact
• Access cutting-edge tools to amplify your work, knowledge and outputs
• Work with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• Own ESOP (employee share options) in one of the world\’s fastest-growing tech companies
• Access to a wide range of benefits – a very generous paternity leave policy, subsidised egg freezing, a WFH office expense budget, and outstanding learning & development opportunities

Legal

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: employmenthero.com/legals/applicant-policy/

Seniority Level

Associate

Employment Type

Full-time

Job Function

Human Resources

Industries

Technology, Information and Internet