HR Administrator in Solihull

Overview

Our People Services team sits at the heart of Serco's HR function — and this role is at the heart of that team.

As an HR Administrator, you'll be the first point of contact for employees, managers, and HR Business Partners across the business, handling a broad range of queries through our My HR portal, by phone, and via webchat.

From the day someone joins Serco through to the moments that matter throughout their career, your work touches every stage of the employee lifecycle.

This is a busy, people-facing role that rewards those who are organised, empathetic, and take genuine pride in getting things right.

• HR Enabling Services
• Full Time, 12 Month FTC

Responsibilities

• Serve as the initial triage point for HR Services tickets, assessing and routing queries to the right team in line with agreed SLAs and business rules
• Handle a broad range of HR administrative queries via telephone, email, and webchat — bringing queries to resolution at the earliest point of intervention
• Provide end-to-end support for GDPR requests, from initial receipt through to information collation, redaction, and timely completion in line with ICO guidance
• Support Absence Management queries — navigational support, pending calls, and acting as a point of escalation for our absence management platform
• Create Employment and Financial references on behalf of Serco employees, liaising with third parties including mortgage lenders and recruitment agencies
• Process new starter pension enrolment applications
• Provide frontline payroll support during peak periods, acting as first point of contact for incoming calls
• Produce and distribute Annual Pay Review letters and other employee correspondence
• Capture and track all customer interactions in the CRM system, ensuring records are accurate and up to date
• Support shared services administrative duties, including document management and uploading to employee records

Qualifications

• Proven experience in a customer service environment, ideally telephone or contact centre-based
• Experience working within an HR environment
• Confidence managing a high volume of queries while maintaining accuracy and meeting SLAs and KPIs
• Excellent communication skills — clear, confident, and empathetic across written and verbal channels
• Strong telephone etiquette and the ability to remain calm under pressure
• Good working knowledge of MS Office (Word, Excel, Outlook)
• Ability to handle sensitive and confidential data with discretion, in line with data protection legislation
• Strong organisational skills with the ability to manage competing priorities and meet deadlines
• GCSEs in Maths and English at grade A–C or equivalent

Desirable

• CIPD qualification, or working towards one
• Experience in an HR Shared Services or transactional HR environment
• Familiarity with absence management or HR case management platforms

Benefits

• Flexible working considered
• Pension – 6%
• Chance to contribute to innovation in the public services
• A company passionate about diversity and inclusion
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
• A wealth of career development training to suit your future aspirations.

These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.

• A safe and supportive culture.
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