Colleague Services Advisor Salford, North West England, England
Job description
Key Capabilities
Summary
We know it’s our people make us who we are! Our colleagues are extraordinary, that’s why we have an outstanding and passionate Colleague Services Team to make sure we partner well with the business and collaborate as a function to deliver a brilliant people proposition.
M&S is going through rapid change, and here in Colleague Services it’s our time to really make an impact through Cloud technology with our new MyHR Oracle implementation. Your naturally curious nature and the desire to put people and the company first will ensure you think ahead, anticipating and predicting to get the right solutions for our colleagues and the business.
As a member of the Colleague Advisory Team, you will be supporting colleagues by responding to more complex pay queries via the phones and resolving processes relating to all things pay, recruitment, discount and MYHR!
You’ll take responsibility for escalating queries via the appropriate route and sharing insight into query trends to maintain an overall positive colleague experience.
We offer all our new colleagues 2 weeks of substantial training to help you have the best start to your new role!
Working pattern
Our Colleague Services Support Centre is open Monday to Friday, 8am – 6pm. A full-time contract will see you working 37.5 hours a week and covering a rotating shift pattern (8am – 4pm and 10am – 6pm). There will be a requirement for you to work some bank holidays and weekends but these will be shared evenly with the rest of your team.
Our weekend working rota operates on a 1 in 3 weekend day. Both Saturday and Sundays we operate 9-5pm.
Any days scheduled for the weekend means you would get a day off in lieu during the week.
We operate a hybrid working model of 2 days in the office usually a Monday & Friday each week, the rest from home. There is a requirement to work from the office during busier pay weeks and this is usually 3-4 days per week however, you will be given notice of this.
Please note this role is a 4 month fixed term contract
What’s in it for you
Being a part of M&S is exactly that – becoming a part and playing your part. We’re an inclusive, dynamic, exciting, and always evolving business built on core values.
Here are some of the benefits we offer that make working for M&S just that little bit more special…
- 20% Colleague discount on most things from furniture, fashion and food.
- A first-class welcome to M&S with a tailored induction and a wide range of training schemes to help with your learning and development. Having options to progress is something we’re proud of at M&S.
- 29 days holiday including bank holidays!
- Amazing perks and discounts via our M&S Choices website. Including GymSave – that offers up to 25% off Gym Memberships and the option to become an M&S Shareholder using our ShareSave & ShareBuy Schemes
- Charity Volunteer Day – A paid day away from work to support your chosen charity.
- A very generous Defined Contribution Pension Scheme and Life Assurance
Every colleague at M&S has access to a fantastic range of wellbeing support – this includes access to our 24/7 Virtual GP, PAM Assist to support you & your family & free access to the UnMind App as well as many other schemes
What you’ll do
Your key accountabilities will include:
- Responding to pay, Time & Attendance and MYHR (our internal HR system) queries from colleagues and line managers over the phone and also those raised via (written) service requests.
- Supporting the Team Leaders and Senior Advisors in delivering an excellent colleague experience by handling your workload to deliver daily services and ensure a high quality as standard
- Identifying and implementing workable solutions to any risks and raising those as appropriate
- Sharing pay queries insight with Managers to drive operational improvements and identify training needs for yourself and the team.
- Collaborate with peer group to ensure queries are responded to within the appropriate team.
Who you are
Your skills and experience will include:
- Strong communication skills
- Comfortable speaking over the telephone
- The ability to use MS office
- Customer service skills and understanding of the importance to provide an excellent colleague experience
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