Warning: This vacancy expired on 26th May 2008.

Job details

Our client, a major international telecommunications and technology group is seeking to appoint a Junior HR Business Partner as part of their HR team responsible for the provision of support and solutions to their Customer Services Division.

Purpose of Job

The role holder will work under the guidance of the lead Business Partner to support defined areas within the Customer Services directorate and be a key member of the department management team(s), providing people expertise on a range of HR matters. The core activities for this role are, day to day support and the delivery of best practice HR, input and at times leading on HR projects and supporting the roll out of company wide and Customer Service HR initiatives and programmes

Location

Based in London, supporting Customer Services Operations. Client group of c4000+ employees in Plymouth, Darlington and North Tyneside (regular travel estimated 2-3 days per week across all sites)

Main Activities:

•Coach, direct and offer support to line management on effective HR solutions, which support the achievement of business strategy and allow managers to improve their ability to manage their people
•Facilitate and co-ordinate the twice yearly performance review for a defined area within Customer Services. Work with the HR Support Assistant and Corporate HR to ensure the smooth completion of the process
•Weekly and monthly co-ordination, analysis and reporting on statistical and factual information (e.g. attrition, training, grievance and discipline cases). Identify trends and make recommendations
•Work with managers to identify performance problems and provide appropriate solutions through effective performance/capability management, coaching and direction to maximise potential and eradicate poor performance
•Manage professionally the people aspects of change associated with the evolution of the organization and ensure full co-ordination with other relevant business change programmes
•Work with Training department to ensure that training programmes for both front line representatives and supporting roles are up to date, relevant, delivering value and ensuring training effectiveness
•Provide coaching and support to line managers on all aspects of grievance and discipline issues and work with Case Management to provide business focused solutions to complex employee relations cases
•Work closely with the Resourcing and Scheduling teams to ensure that appropriate resource planning is in place. Monitor the use of temporary resources and ensure that effective resource pipelines are being used
•Act in a supporting capacity (and in some cases lead) on a range of HR projects. For example, these may include Talent Management, Succession Planning or Employee Engagement.

Knowledge/ Skills/ Experience

Essential:
•Proven experience in a generalist HR role
•Degree level education and CIPD qualification (or currently working towards it)
•A strong communicator
•Advanced excel, power point and word
•Accurate, analytical thinker comfortable working with numbers
•Ability to work autonomously, but also willing to take direction from senior team members
•Flexible outlook with a ‘can do' attitude
•Excellent presentation skills
•Ability to motivate and coach others

Desirable:
•Experience of working in a volume area
•Knowledge of the contact centre environment

Additional Notes

Passion for delivering excellent customer service and a strong personal drive and commitment to delivery of results

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