HR Consultant - Contact Centre

Our OEM Client based in Whitley, Coventry, is searching for a HR Consultant – Contact Centre to join their team, Inside IR35. This is a contract position with a proposed end date of 28th June 2027. Umbrella Pay Rate: £28.43 per hour.

The Opportunity: This role is an HR Consultant role based at Whitley, Coventry - the team operates hybrid working therefore working remotely from home for some of the time and attending the office for 2-3 days a week. The role sits within the Contact Centre within HR Direct which acts as the first point of contact for general HR queries from all colleagues and managers. This employee focused role sits in the Contact Centre within HR Direct. The role is primarily to clarify and resolve employee enquiries relating to HR processes and policies, including (but not limited to) recruitment, performance, reward or employee relations matters. The role manages queries received via email / portal and escalations from the HR Virtual Assistant and will also make outbound calls where necessary to discuss queries with employees. The role is also responsible for the pulling of the absence report and management of the Un associated inbox as a daily task, the latter being a repository for non-employee queries raised from non-email addresses.

Key Performance Indicators:

• First Contact Resolution of Tickets received by Contact Centre – 85%.
• Considered responses given to Email, Virtual Assistant and Portal responses.
• Case Resolution to Tickets received in line with service SLA's – 5 days resolution: 90%.
• Quality of responses to meet ticketing audit requirements- 80%.
• Employee Satisfaction – 85% in ticketing and 95% in Virtual Assistant.

Key Accountabilities & Responsibilities:

• First point of contact for UK based employees, answering queries via outbound calling and email / portal / virtual chat on HR policy and procedures.
• Understand the employees query, identify the correct policy to suit their circumstances, help them understand the policy and then enable them to apply the policy to their circumstances.
• Utilise knowledge of employment law and JLR policy to coach managers in applying policies in the correct way and minimise risk to the business.
• Responsible for building rapport with employees to enable an accurate understanding of their query.
• Maintain effective relationships with the wider HR community and the business i.e. CoE, Shared Delivery HR, Business HR and employee base.
• Support operational management to ensure all transactional and administrative processes are executed accurately as per the service level agreements.
• Work effectively as part of the HR Direct operational team.
• Assist in the development, maintenance and deployment of policies under the HR Direct area.
• Undertake any other work as directed by their line manager in connection with their job as may be requested.

Key Interactions:

• All company UK employees, including Trade Union.
• Internal HR Direct teams – Tier 1 Service Operations and Tier 2.
• Contact Centre Consultants Team Lead.
• HR Manager – Contact Centre.
• International HR Managers.
• Other supporting functions i.e. Payroll, Business Protection, IT, Company Vehicles, Manpower.
• Other HR functions – HRBP, CoE.

Essential Skills, Knowledge and Experience Required:

• Previous experience of working in an HR employee advisory role.
• Degree qualified or equivalent experience preferred.
• Excellent communication skills – both spoken and written.
• Strong generalist HR experience including substantial knowledge of key HR practices such as disciplinary, grievances, absence management and performance.
• Good understanding of UK employment law.
• IT literate including strong working knowledge of Microsoft Word, PowerPoint and Excel.

Desirable Skills, Knowledge and Experience Requested:

• Ability to deliver results consistently in a fast-paced HR Contact Centre.
• Proven Project Management experience using Project Management techniques e.g. Project Planning, Risk Management etc…
• Experience of stakeholder management.
• Experience of process development.
• SAP proficient including use of PB, PA and PPOSE, and Success Factors proficient including use of Employee Central.
• Working knowledge of ticketing systems – preferably CloudforService (C4S).
• Experience of managing a high volume of queries.
• Experience of managing chat escalations from a virtual agent / chat bot.

Essential Personal Profile Required:

• An individual with a customer first mindset who is easy to do business with and makes people feel special, driven to deliver experiences that are personalised, transparent and dependable.
• An individual who is results driven, demonstrates tenacity, drive and perseverance, with the ability to deliver in a complex, highly demanding environment.
• An individual who is a problem solver.
• An individual with the ability to combine a short term, pragmatic focus with longer term planning.
• An individual who is resilient, energetic and enthusiastic, able to deliver results under pressure, whilst responding constructively to challenging new ideas and inputs.
• An individual who is able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style.
• A good communicator who can communicate complex ideas.
• An effective team player, actively leads, develops and supports team members.
• Resilient and enthusiastic, an individual able to deliver results under pressure.

Desirable Personal Profile Requested:

• An individual who enables speed in decision making through establishing alignment, clarity, appropriate resources and sense of urgency whilst bringing others along.