Senior Helpdesk Assistant

Description:

Senior Helpdesk Assistant
£25,000 - £27,000pa plus £1,000 Market Premium
Hybrid/Kings Hill, Kent

This is a temporary position for up to 6 months

Do you have a customer focused approach and effective communication skills?

HRConnect have an exciting opportunity for a Senior HR Helpdesk Advisor on our HR Helpdesk, to support providing high quality HR and Payroll advice, guidance and deliver an outstanding customer experience.

The successful candidate will support in the expert handling across the team of all contact with customers via a number of channels, including calls, e-mails and live chat, ensuring the customer journey is seamless throughout. As well as being involved in the planning of the day to day workload and the teams schedule, you will be a key escalation point for first line staff dealing with the most complex and occasionally challenging cases.

In return we will offer you -

25 days holiday, plus bank holidays

Never work a birthday again! You receive an extra day off for it to enjoy however you wish!

Generous discount scheme, including gym and retail.

Life assurance cover

Health cash plan initiative

A culture of progression and development

Plus many more perks
Key duties -

Supervise the team of HR Helpdesk Advisors working with the Team Leader to ensure targets are met, including, monitoring and managing workload expectations, performance at individual and team level and service delivery

You will be expected to work closely with the team to achieve first line resolution to enquiries, ensuring the helpdesk take ownership of enquiries and seek resolution

You will the first point of call for escalated queries, and will be expected to handle and resolve more complex enquiries in line with service level agreements preventing any breaches

You will be expected to contribute to the delivery of the HR Delivery induction programme for newly appointed team members and encourage individual and team development for existing team members through identifying training needs and opportunities as required

You will manage workload, monitor calls and e-mail enquiries, to prevent breaches, allocating the resource effectively to ensure our SLA’s are met. You will contribute to the improvement of processes to ensure service delivery is maintained and enhanced

You will be expected to work alongside peers in the wider HR Delivery team to ensure knowledge for you and the team is kept up to date, and to increase the level of first line responses and decrease the amount of escalated enquiries
What we need from you –

Significant professional background within client servicing environments in delivering an outstanding client experience

Previous HR/Payroll experience, using and maintaining large databases

Strong customer service experience and skills

Track record of developing and managing successful relationships across large organisations

Ability to work to tight deadlines in a fast-paced working environment
About HRConnect

Part of the Commercial Services Group, HR Connect have an enviable history of success and are an award-winning HR services delivery team. The services they provide range from specialist education recruitment services and DBS services through to an Occupational Health Division, the team are focused on providing outstanding customer service and expertise in the form of Payroll, HR Administration and HR Advisory Services.

About Commercial Services Group

Commercial Services Group (CSG) is the largest, local authority-owned trading company (LATCO) in the UK, wholly owned by Kent County Council. CSG generates over £800m in revenue per annum and provides services to over 16,000 education and public sector customers globally.

CSG is striving to be recognised as the global leader in Education and Public Sector services, currently operating in 86 countries, with 1,800 staff across 25 trading brands, providing expertise ranging from: HR Services, IT Services, Energy, Education Resources, Procurement and many more