EY Help HR Advisor - Contact Centre, Permanent, Birmingham

Location: Birmingham

The opportunity

In this role you will play an important part in the EY Help HR team. You will spend most of your time offering high quality first-line HR advice and guidance, on a wide range of queries via our HR helpline, email or chat function. Your key mission will be to advise on HR policy and practice relating to employment with EY. You will work with many internal teams in the TSS to resolve a range of queries including pay and benefits issues.

Your key responsibilities

• Provide a clear explanation of HR policy to employees and counselling managers on a wide range of subjects
• Make decisions and apply commercial judgement in dealing with HR policy issues e.g. parental leave, flexible working etc.
• Appropriately guide employees and line management to help them navigate through the various People/HR intranet pages
• Record details of incoming calls, emails and chats in a timely and accurate manner, tracking through to closure/client resolution, using ServiceNow
• Escalate queries requiring ongoing case support as appropriate to the EY Help HR Counsellor Advice Team or to the EY Help HR Team Leader, as appropriate
• Ensure own comprehensive knowledge of the HR Intranet and share best practice with stakeholders
• Contribute to UK TSS and wider HR team by identifying trends or repeated queries or issues arising from HR policy or procedure
• Build and maintain recognised levels of ‘excellent’ customer service
• Ensure compliance with the Data Protection Act at all times
• Contribute to UK TSS and wider HR projects and initiatives
• Commit to own personal development and completion of appropriate learning and development activities to ensure capability and skills are current
• Take responsibility for keeping abreast of EY HR policy and process developments

Skills and attributes for success

We are looking for people with a minimum one year’s HR professional experience (ideally gained in large corporate organisation) with knowledge of employment law and HR processes. As a successful candidate, you will have the ability to demonstrate business knowledge as well as use of initiative and pro-activity. Previous experience within a service delivery environment including management of customer relationships in a front line role, particularly providing advice by telephone. This is an excellent Generalist role with progression opportunities into Employee Relations and case management.

To qualify for the role, you must have;

• A Level qualifications or equivalent (CIPD)
• Knowledge of operational HR systems
• Ability to work to and enhance prescribed HR procedures
• Excellent communication and interpersonal skills with an ability to influence and manage stakeholder relationships
• Be able to work under pressure during busy periods, in line with cyclical activities
• Be able to recognise and manage risk effectively

Ideally, you will also have:

• Experience of working within a shared services centre environment.

What we look for

We are looking for an enthusiastic individual with excellent communication and customer service skills. If you are a true team player, who commits to own personal development and flexibly supports other team members in response to work volumes, the role is perfect for you.

What working at EY Offers

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with My Reward you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.