HR Service Agent in London

Reports to: HR Service Desk Lead EMEA

Location: London - Heathrow

Contract Type: Fixed Term (12 months)

Introduction to role

Vanderlande is the global market leader in baggage handling systems for airports and sorting systems for parcel and postal sectors striving to improve the competitiveness of our customers through Value Added logistic process automation.

The HR Service Agent is part of the HR Services organization and is acting as the first point of contact for employees where self-service is either unavailable or where the query cannot be resolved through self-service channels available. The HR Service Agent provides answers to frequent and/or simple questions related to e.g. HR policies, processes and systems and executes basic transactions unavailable through self-service. Complex queries are escalated to specialists.

Role Responsibilities

The HR Service Agent supports employees and managers in becoming more familiar with self-service channels. As a frontline HR employee, the HR Service Agent has an important role in delivering the desired service levels and Employee Experience. He or she safeguards a coherent employee experience and has deep focus on operational excellence and continuous improvement. CI and focus on quality uplift and Lean opportunities will take a approximately 50%of the role responsibility.

Your responsibilities and activities will include:

• Create a highly professional and effective first point of contact for all internal customers.
• Provide query resolution services to all employees on policies, processes and systems and escalate to specialists as and when required.
• Documenting inquiries through ticketing and case management solution.
• Meets defined SLA metrics for providing accurate, consistent and timely services.
• Perform back-office process execution, high volume transactions and align with WSS where required (if in scope, dependent on role Hire-to-Retire team).
• Responsible for executing processes in line with policies and standard operating procedures.
• Ownership of the onboarding and off-boarding process for employees.
• Provide guidance to employees and managers on self-service transactions, HR portal navigation, and policy interpretation to facilitate self-support.
• Supports ad hoc projects and activities related to People Services.
• Leverage data insights to continuously monitor effectiveness of service delivery and to elevate the employee experience.
• Develops new ways of working and drive continuous improvement within the People Services Team.
• Responsible for collaborating with People Services leads to understand and implement processes, focusing on employee experience and continuous improvement of employee life events.
• Responsible for identifying service issues, proactively proposing improvements and leading or supporting the implementation of changes.

Role Qualification and Skills

• To support People Services team as and when required for administrative support.
• Always looking to be proactive and support the team on delivery projects and initiatives.
• Good understanding of HR policies and procedures desired.
• CIPD Qualified desirable but not essential.
• At least 1 year’s experience in HR.
• Data driven.
• Strong written and verbal communication skills.
• Intermediate knowledge of MS Outlook, Excel and Word.
• Workday (HR system) experience essential.

What we offer

• 28 days of annual leave (excluding public holidays).
• Aviva Medical Cover.
• YuLife – Wellbeing membership with fast access to GP appointments, promotion of health and wellbeing along with daily quests to gain Yu coins that can be swapped for shopping vouchers.
• Achievers – Employee social recognition and rewards platform.
• A challenging work environment with lots of opportunities of career progression.
• Cycle to work scheme.
• Pension with Aviva.

Diversity & Inclusion

Vanderlande is an equal opportunity/affirmative action employer. Qualifies applicants will be considered without regards to race, religion, colour, national origin, gender, sexual orientation, age marital status or disability status. If you feel there is a barrier that potentially prevents you from applying, we are always happy to discuss or explore, any reasonable adjustments can be made to support your application.