Human Resources Administrator in Amesbury

Are you ready to be part of the future? At QinetiQ, we’re not just imagining tomorrow we are creating it. From cutting-edge defence technology to ground-breaking innovations our mission is to empower and protect lives. Join us as an AskHR Administrator at our Boscombe Down site, in Amesbury, Wiltshire, where you will have the opportunity to work with cutting-edge technology in partnership with some of the most brilliant minds.

Role Purpose: To act as the first point of contact for all HR queries through the AskHR service, delivering accurate, timely and customer-focused support across the full range of HR policies, processes and systems, including SuccessFactors. The role ensures that employees and managers receive high-quality assistance, issues are resolved at first contact wherever possible, and cases are progressed compliantly through the service model.

Key Responsibilities:

• Customer Support & Ticket Resolution: Provide first-line support to employees and managers across all contact channels (ticketing system, email, phone, and in-person drop-ins as required). Log, triage and manage all queries within the AskHR case-management system, ensuring accurate categorisation, documentation, and timely updates. Deliver clear, professional and solution-focused guidance, with consistent application of HR policies, procedures, work instructions, and employment practices. Resolve issues at first point of contact wherever possible, escalating only when appropriate with full and accurate information. Maintain a high level of customer service and responsiveness at all times.
• Operational Excellence & Compliance: Take ownership of enquiries from initial contact through to resolution, ensuring progress is tracked and communicated to the customer. Ensure compliance with all organisational policies, including data protection, audit requirements, and standard operating procedures. Support maintenance of HR knowledge content, work instructions and process documentation to ensure they remain accurate, current and user-friendly. Contribute to the reduction of aged tickets and help optimise workflow management within the team.
• Problem Solving & Continuous Improvement: Identify recurring issues or process pain-points and proactively suggest improvements or self-service opportunities. Support the development and publication of self-help guides, FAQs, and knowledge articles to improve customer autonomy and reduce repeat demand. Participate in root-cause investigations and continuous improvement activities in partnership with colleagues across Employee Services.
• Collaboration & Stakeholder Engagement: Liaise with Level 2 specialists (Manager Advice, HR Service Delivery, Payroll, TA/Onboarding) and third-party providers to progress cases efficiently. Ensure handoffs to specialist teams follow clear, complete and compliant escalation protocols. Work collaboratively within AskHR to help meet shared targets, including SLA performance, quality scores, and service experience measures.

Skills & Experience:

• Strong customer service orientation with the ability to handle high-volume enquiries professionally and calmly.
• Good understanding of HR processes across the employee lifecycle (new starter processes, contractual changes, leave, absence, benefits, offboarding, etc.).
• Strong verbal and written communication skills, with an ability to articulate guidance clearly to a non-technical audience.
• High degree of accuracy, attention to detail, and disciplined record-keeping.
• Ability to manage competing priorities and maintain service levels in a fast-paced environment.
• Strong Excel and general IT skills; confidence navigating multiple systems simultaneously.
• Working knowledge of SuccessFactors (Employee Central, Onboarding, etc.) or similar HRIS platforms.
• Experience working in a shared service, ticketing or service centre environment.
• Familiarity with case management systems, workflows, and SLA-based service delivery.
• Understanding of basic employment law and HR policy frameworks.

Behaviours:

• Customer-centred mindset – resolves issues constructively, courteously, and with empathy.
• Ownership and accountability – takes responsibility for seeing issues through to resolution.
• Proactive – anticipates issues, identifies improvements, and contributes ideas to enhance service delivery.
• Team-oriented – works collaboratively and supports colleagues to achieve collective goals.
• Professional integrity – handles sensitive information confidentially and acts with discretion.
• Adaptive and willing to learn – embraces new systems, processes and changes in demand.

Qualifications:

• GCSE (or equivalent) in English and Maths.
• Demonstrable experience in a customer service, administrative or HR support role.
• Working towards CIPD Level 3 Foundation Certificate (or willingness to study).
• Customer service or HR administration qualifications.

Benefits:

• Matched contribution pension scheme, with life assurance.
• Competitive holiday allowance, with the option to purchase additional days.
• Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance.
• Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more.
• Volunteering Opportunities - helping charities and local community.

Our Recruitment Process: We want to make sure that our recruitment process is as inclusive as possible and we aspire to bring out the best in our candidates by creating an environment where everyone feels valued, heard and supported. If you have a disability or health condition that may affect your performance in certain assessment types, please speak to your Recruiter about potential reasonable adjustments.