About this role

In HR Shared Services (HRSS), the employee experience is at the heart of everything we do. We strive to deliver HR processes flawlessly, and provide a high quality and responsive HR Operations service to our associates. As a member of Associate Support in HR Shared Services, you’ll be joining the team behind the Ask HR service - the front door to HR for our associates.

You’ll support our people leaders to manage their teams by advising on our employment policies, processes and practices. Your role is to respond and resolve queries quickly, to a high quality, and with heart.

Delivery of exceptional customer service is crucial to this role – you will be passionate about delivering an outstanding experience every time, and you’ll thrive on helping our associates be the best they can be. The goal is to resolve their issue first time but if you can’t, you’ll escalate it and take personal ownership for getting their question resolved correctly and as quickly as possible.

You’ll enable our associates and people leaders to help themselves by directing them to the tools, resources and information available to them and if these aren’t good enough, you’ll have the power to change them. This is a great role for someone with existing HR experience (and/or an HR qualification) who wants to develop their knowledge and experience in HR operations and employee relations.

What you’ll do

• Manage a high caseload of complex queries and manage associate related administration, following our defined processes and work instructions

• Use your knowledge and experience of HR policies to support or lead on cases and administration

• Work with associates via email (or on the phone) to resolve their questions

• Escalate associate cases where needed but take ownership to resolve the case as quickly as possible and keep the associate updated so they continue to have a positive experience

• Identify and implement opportunities to improve the associate experience

• Be the voice of the associate to drive change and highlight the impacts of process/policy changes

• Work closely and communicate regularly with the HR Operations, HR Shared Services and wider HR teams to make sure we deliver a joined up, co-ordinated HR service to our associates

• Deliver Ask HR service excellence every time and meet the expectations of every single associate you interact with by answering queries quickly, effectively and with heart

What we’re looking for

• Existing HR experience (and/or an HR qualification) and ideally experience of HR immigration work/tasks

• Experience in, and demonstrable passion for outstanding customer service

• Commitment to a high quality output

• Exceptional written and verbal communication skills with a talent for delivering sometimes complex information in a clear, concise and understandable manner (in plain English, no HR jargon here)

• Effective questioning skills which help you get to the nub of the associate’s question (and understand if there’s more to it)

• Organised, diligent, focused and able to work through your own case load and meet agreed service levels with escalation when appropriate

• Attention to detail to minimise the risk of errors which adversely impact our associates

• Prepared to challenge the status quo and identify and drive through improvement opportunities which improve the experience of our associates

Where and how you'll work

This is a permanent position and can be based in our Nottingham offices.

Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.

We're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.

The number of days you spend in the office will usually be led by the type of work you’re doing, and the hybrid working patterns of the people you partner most closely with.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s in it for you

• Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies

• OutFront – to provide LGBTQ+ support for all associates

• Mind Your Mind – signposting support and promoting positive mental wellbeing for all

• Women in Tech – promoting an inclusive environment in tech

• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

If you require a reasonable adjustment, please contact [email protected] All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.