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HR Shared Service Analyst, Officer (Camberley)

Camberley, , United Kingdom

Job Description:

Job Title: HR Shared Services Analyst

Line of Business: Global Human Resources / Shared Services

Corporate Title: Officer

Location: Camberley, UK

Here in our Camberley office we are looking for a Service Delivery Analyst to join our team. This position is within a contact centre environment with a strong emphasis on customer service. Enquiries come primarily through phone calls, but also via the online web chat system and via the online Ask HR form. Queries can come from current or former employees, HR or third parties on behalf of employees.  These queries will range across first contact payroll resolution, guidance on HR processes and HR system navigation, HR guidelines as well as administering Professional Qualification applications and providing employment verification letters.

Team Overview:

The EMEA HR Service Centre is a team of 10, usually based in the Camberley office but currently working from home.  The role is busy, varied and the team work closely together to keep our knowledge up to date and to also share workload to help meet sometimes conflicting priorities.

The team will respond to queries from all lines of business and also work with other HR teams as needed to provide timely responses to requests received.  The team is an established team and we believe strongly in providing an excellent service to our employees.

Within this role, there are always new things coming along which continues to extend our experience.  This role is a good opportunity for those with proven customer service and administration skills to move into their first HR role.

Role Responsibilities:

This position is within a contact centre environment with a strong emphasis on customer service.  Enquiries come primarily through phone calls, but also via the online web chat system and via the online Ask HR form from both current and former employees, HR and third parties on behalf of employees.

Key responsibilities are to ensure a positive experience for individuals contacting the HR Service Centre, investigating queries and providing resolution. These queries will range across:

  • First contact payroll resolution.

  • Guidance on HR processes and HR system navigation.

  • First contact support on HR guidelines as well as administering Professional Qualification applications and providing employment verification letters.

In addition, individuals within the team each also have a Subject Matter Area where they are required to build a higher level of knowledge, developing relationships with other HR teams and to provide support/training to other team members on queries or processes in these areas.

Knowledge / Experience:

  • Strong written and oral communication skills and the ability to communicate with people from different levels of the organisation and across the different lines of business.

  • General IT/MS Office skills are essential.

  • Experience of working within a customer service environment.

  • Accuracy and attention to detail: recording detailed notes in the call logging system and responding to all queries with accurate information.

  • Ability to work effectively in a fast paced environment, able to multitask and prioritise workload.

  • Able to investigate using a range of resources to find resolution.

  • Be risk aware when handling confidential information.

  • An overall knowledge and experience of providing an HR service within the financial services industry, preferably in a contact centre environment, is desirable.

  • Experience of using a case management system.

Competencies:

  • Exhibits a Positive Attitude.

  • Deliver Together.

  • Trust the Team.

  • Acts as a Customer/Client Advocate.

  • Demonstrates Integrity.

  • Demonstrates Flexibility.

  • Demonstrates Initiative.

  • Demonstrates Interpersonal Skills.

  • Takes Ownership.

Bank of America:

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgement is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Job Band:

H6

Shift: 

Hours Per Week:

35

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Job Title: HR Shared Services Analyst

Line of Business: Global Human Resources / Shared Services

Corporate Title: Officer

Location: Camberley, UK

Here in our Camberley office we are looking for a Service Delivery Analyst to join our team. This position is within a contact centre environment with a strong emphasis on customer service. Enquiries come primarily through phone calls, but also via the online web chat system and via the online Ask HR form. Queries can come from current or former employees, HR or third parties on behalf of employees.  These queries will range across first contact payroll resolution, guidance on HR processes and HR system navigation, HR guidelines as well as administering Professional Qualification applications and providing employment verification letters.

Team Overview:

The EMEA HR Service Centre is a team of 10, usually based in the Camberley office but currently working from home.  The role is busy, varied and the team work closely together to keep our knowledge up to date and to also share workload to help meet sometimes conflicting priorities.

The team will respond to queries from all lines of business and also work with other HR teams as needed to provide timely responses to requests received.  The team is an established team and we believe strongly in providing an excellent service to our employees.

Within this role, there are always new things coming along which continues to extend our experience.  This role is a good opportunity for those with proven customer service and administration skills to move into their first HR role.

Role Responsibilities:

This position is within a contact centre environment with a strong emphasis on customer service.  Enquiries come primarily through phone calls, but also via the online web chat system and via the online Ask HR form from both current and former employees, HR and third parties on behalf of employees.

Key responsibilities are to ensure a positive experience for individuals contacting the HR Service Centre, investigating queries and providing resolution. These queries will range across:

  • First contact payroll resolution.

  • Guidance on HR processes and HR system navigation.

  • First contact support on HR guidelines as well as administering Professional Qualification applications and providing employment verification letters.

In addition, individuals within the team each also have a Subject Matter Area where they are required to build a higher level of knowledge, developing relationships with other HR teams and to provide support/training to other team members on queries or processes in these areas.

Knowledge / Experience:

  • Strong written and oral communication skills and the ability to communicate with people from different levels of the organisation and across the different lines of business.

  • General IT/MS Office skills are essential.

  • Experience of working within a customer service environment.

  • Accuracy and attention to detail: recording detailed notes in the call logging system and responding to all queries with accurate information.

  • Ability to work effectively in a fast paced environment, able to multitask and prioritise workload.

  • Able to investigate using a range of resources to find resolution.

  • Be risk aware when handling confidential information.

  • An overall knowledge and experience of providing an HR service within the financial services industry, preferably in a contact centre environment, is desirable.

  • Experience of using a case management system.

Competencies:

  • Exhibits a Positive Attitude.

  • Deliver Together.

  • Trust the Team.

  • Acts as a Customer/Client Advocate.

  • Demonstrates Integrity.

  • Demonstrates Flexibility.

  • Demonstrates Initiative.

  • Demonstrates Interpersonal Skills.

  • Takes Ownership.

Bank of America:

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgement is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Learn more about this role

Full time

JR-20055754

Band: H6

Manages People:

Manager:

Talent Acquisition Contact:

Adrian Michal Zuber

Referral Bonus:

0

Street Address

Primary Location:
STANHOPE RD, Camberley, GU15 3BW