HR Customer Service Advisor

Location: Ripon

Yorkshire and Humberside

Other information: 37.5 hours per week

Salary: £Competitive

Job Title: HR Customer Service Advisor

Location: Ripon

Contract: Permanent

Hours: 37.5 hours per week, Monday – Friday between 8am -5.30pm


The role:

To work as part of a team of HR Customer Service Advisors within the HR Shared Service Centre. The role will respond to first line HR queries from the customer base into the Service Centre (circa 6,500 employees), therefore the role is extremely fast paced and customer facing.

Handling all queries effectively and within the KPI’s and Targets identified and agreed. Ensure effective Customer Service across the customer base and in relation to all tasks and enquiries handled.  To assist the HR Customer Service Manager in identifying efficiencies, processes and improvement that can be made to the HR Service Desk to facilitate continuous improvement.

Manage a range of non contentious employee relations cases such as disciplinary, absence management, misconduct, underperformance, probationary period reviews and flexible working requests.


Key responsibilities:

  • To be the first point of contact for the customer base into the HR Service Centre (People Centre) – answering first line calls and emails.
  • Providing committed HR advice in issues such as disciplinary, conduct, capability, payroll, recruitment, learning and development, health and safety, organisational change and employee relations matters.
  • Recording all queries on to a HR Case Management system to drive efficiencies, data analysis and measure performance standards to shape the continuous improvement agenda
  • Identification and escalation of complex enquiries to the relevant Specialist areas, as per defined procedures.
  • Case management of non contentious employee relations cases, making recommendations, giving support and advice to managers and ensuring compliance in line with the relevant company policy and legislation
  • Provide reactive support and advice to line managers on all HR related policies and procedures including discipline, absence management, probationary periods, underperformance and flexible working requests
  • Development of working relationships with the customer base and other areas of HR to ensure a high level of customer service is provided at all times whilst acting with integrity and confidentiality
  • Provide guidance and support to all employees on using a variety of HR systems and programmes
  • Ensure that all enquiries are dealt with effectively and in line with all SOPs (Standard Operating Procedures) and KPI’s – maintain and improve Service Delivery
  • Have input to and be pro-active with ideas of ways in which the Customer Service Team can contribute to continuous improvement
  • Develop and maintain productive and collaborative relationships with employees, line-managers and third parties demonstrating professional competence and credibility
  • Any other relevant ad hoc duties as and when required, to support the HR function within the business


You will have:

  • A background in HR with the relevant professional knowledge of Employee Relations, employment law, HR Policy and Procedure, and payroll support.  The successful applicant must be confident in their ability to support these areas knowledgably. (training will be given in all Wolseley Company policies, procedures and systems)
  • Must have experience of working on a support desk or as part of a customer services team, dealing with telephone and email enquiries to a busy central / shared service or  high volume administration environment
  • Extensive experience in a customer service / customer facing role
  • Strong IT skills – ability to use a variety of applications, databases and call management systems, analyse data and produce high quality reports and management information, with direction and support from HR Customer Service Manager
  • Ability to work on own initiative and as part of a team
  • Experience of effectively assessing customer’s needs and responding to customer demands, in a pressurised environment
  • Must be able to make decisions on how best to deal with all types of enquiry and be confident in doing so
  • Excellent interpersonal skills, across all levels of an organisation
  • Must be a confident communicator, particularly on the telephone – must be able to impart information to others effectively
  • Must be able to deal with difficult customer enquiries in an effective way and assess ways in which to resolve lower level issues the customer may have
  • High levels of numeracy and literacy; able to extract and manipulate data, analyse information and provide feedback to mixed groups of individuals
  • Strong written and verbal communication skills; must be able to draft appropriate, legally compliant letters and correspondence in response to ER issues.
  • High level of attention to detail – accuracy is paramount
  • Demonstrated confidentiality
  • Ability to prioritise workloads and work to strict deadlines
  • Positive approach to customer service and the ability to build strong working relationships with customer base
  • Be proactive in service delivery and be able to contribute to improvements to systems & procedures
  • The role is likely to suit anyone looking to progress a career or currently working towards formal HR qualifications such as CIPD


About Wolseley:


Wolseley is FTSE100 Company and the world’s largest trade distributor of plumbing and heating products and a leading supplier of building materials. The company is organised into trading brands, serving distinct customer groups. The brands are market leaders with outstanding reputations for supplying professionals in the construction market.


Wolseley UK also invests heavily in people through a company-wide training structure focused on developing core skills, and offers an award-winning pension and rewards package.


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