AskHR Helpdesk Representative (228637)

Job description

We are recruiting for a new team member to join our AskHR team, your role will involve working on our AskHR Helpdesk - answering calls from Siemens employees, and advising on HR policy issues, and responding to requests. This is a busy environment, where you will be supported by a great team, and an industry leading training program. To be successful in this role, you must be comfortable responding to a high number of queries and ideally have experience working in a contact centre environment.

What are my responsibilities?

·  To provide a professional and consistent first line support to users on all rules based queries, including contract issues, policies, procedures and processes and other areas.
·  To own the relationship & query between the enquirer and AskHR and to educate the enquirer on the benefits of self service through the Employee Services Portal / Self Service Tools as and when available.
·  To provide first line HR assistance to users via the call handling system, e-mail, and LiveChat.
·  To fulfill commodity queries and transactions immediately, advise on rules based HR issues, forward tickets for more complex requests or enquiries and to ensure service level adherence is delivered to all tickets.
·  Provide professional and courteous service while ensuring problem resolution and customer satisfaction.
·  Deliver and promote superior service in handling problems and complaints.
·  Promote strong service delivery ethos within AskHR and to 'own' the relationship & query between the caller and AskHR
·  Participate in departmental training activities including training programmes in support of new technologies, procedures and customer service initiatives and enhancements.
·  To ensure that the appropriate level of data quality is maintained on C-Ontact, SAP and the knowledge base.
·  To be the point of call for technical guidance to other team members and the wider operation and to coach and mentor new team members on the call handling application.
·  To perform other duties as assigned by the team leader or manager as and when required
·  Contribute to continuous improvement processes in order to improve the quality of service provided and the individual customer experience
·  Promote and encourage use of customer self service capabilities by proactively using contact opportunities to coach and educate customers on available self-service products as and when available
·  Actively participate in building successful customer relationships, seeking opportunities to gain customer insights on service delivery and to market GSS
·  Maintain an up to date working knowledge of customer requirements and HR and Shared Service environment, sharing knowledge and experience across the Service teams and via the expert knowledge databases
·  Work in a way that develops team working within AskHR, and act in a partnership with our customers to deliver efficient and effective support.

What experience is required?

·  Experience of working in a contact centre environment.
·  A demonstrable understanding of HR Administration and HR Advisory processes.
·  Must have customer facing experience and a passion for customer service excellence
·  Understanding and promotion of the Shared Service environment
·  Supports the induction and integration of new team members
·  Understanding of support requirements aligned to differing business cultures, policies and processes.
·  Working knowledge of HR administrative information systems (preferably SAP) would be desirable.
·  A limited amount of travel may be required for occasional off site courses.
·  Contact Centre Telephony
·  MS applications - including Outlook; Excel and Word

Siemens, the leading global engineering and technology services company, has been active in the United Kingdom for over 170 years. We provide innovative solutions to help tackle the UK's major challenges, across the key sectors of energy, industry, infrastructure & cities and healthcare. Siemens has a significant presence throughout the UK, with 12 manufacturing sites and more than 25 major offices.

*LI-CW

Siemens provides innovative solutions to help tackle the UK's major challenges. Siemens has a significant presence throughout the UK, with 13 manufacturing sites and more than 25 major offices. Today the company employs over 13,760 people in the UK, including about 5,000 in the manufacturing sector. Last year's revenues were £3.36 billion. Electrification, automation and digitalization are the long-term growth fields of Siemens. In order to take full advantage of the market potential in these fields, our businesses are bundled into nine divisions and healthcare as a separately managed business.

Siemens offers a comprehensive reward package which includes a competitive basic salary, bonus scheme, generous holiday allowance and pension. Through our flexible benefits scheme you can select benefits that best suit your lifestyle, including private healthcare.

How do I apply?

We are looking forward to receiving your online application. Please ensure you complete all areas, of the application form, to the best of your ability as we will use this data to review your suitability for the role.

What else do I need to know?

Siemens is dedicated to quality, equality, and valuing diversity, and we welcome applications that reflect the diversity of the communities within which we work.

If you are appointed in to this role you will receive standard Siemens terms, conditions and benefits.