EY Help HR Contact Centre Advisor - Senior Associate - 12 months secondment - Birmingham

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

Key Responsibilities

• Provide a clear explanation of HR policy to employees and counsel managers on a wide range of subjects.
• Make decisions and apply commercial judgement in dealing with HR policy issues such as parental leave and flexible working.
• Appropriately guide employees and line management to navigate the 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 to the EY Help HR Counsellor Advice Team or to the EY Help HR Team Leader.
• Ensure comprehensive knowledge of the HR Intranet and share best practice with stakeholders.
• Identify trends or repeated queries and issues arising from HR policy or procedure for the UK TSS and wider HR team.
• Maintain recognised levels of ‘excellent’ customer service.
• Ensure compliance with the Data Protection Act at all times.
• Contribute to UK TSS and HR projects and initiatives.
• Commit to personal development and complete appropriate learning and development activities to keep skills current.
• Keep abreast of EY HR policy and process developments.

Skills and Attributes for Success

• At least one year’s HR professional experience (ideally gained in a large corporate organisation).
• Knowledge of employment law and HR processes.
• Ability to demonstrate business knowledge, initiative and pro‑activity.
• Previous experience within a service delivery environment managing customer relationships in a front‑line role, particularly providing advice by telephone, is essential.

Qualifications

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

Desired

• Experience working within a shared services centre environment.

Benefits

• Competitive remuneration package rewarded for individual and team performance.
• Access to a comprehensive Total Rewards package supporting flexible working and career development; benefits include holidays, health and wellbeing, insurance, savings and discounts.
• Support, coaching and feedback from engaging colleagues.
• Opportunities to develop new skills and progress your career.
• Freedom and flexibility to handle your role in a way that’s right for you.