Colleagues are the heart of BT Group, and BT wouldn't be the same without them. This role matters as you will be the Subject Matter Expert (SME) to complete HR processes and transactions, supporting our colleagues throughout the colleague lifecycle. The purpose of this role is to provide invaluable service and deliver high-quality HR advice and support with outstanding colleague excellence.
As a SME, you will be responsible for providing advice to colleagues for queries received, including those with increased complexity, and support in resolving any escalations. This could be via case management systems, inboxes, emails, SharePoint, front door applications, Workplace site, or other channels. You will be involved in resolving issues that do not always have a standard process to follow. You will need to pull on your knowledge and skills to resolve issues while aiming to understand our colleagues' priorities and create the right solutions for them.
This role requires you to support teams and your Team Leader. You will manage escalations and exceptions, be the point of contact for the business area you support, check through any errors, and solve issues along the way. A SME plays a large part in contributing to the wider HR Transformation agenda by applying a continuous improvement lens to the work completed.
You will have the opportunity to support all areas of BT Group:
* Openreach
* Consumer (including EE & PlusNet)
* Networks
* Digital
* Corporate
* BT Business
What you'll be doing:
* A trusted colleague, providing consistent, high-quality service while being flexible to work across boundaries.
* Supporting your team leader in driving operational success.
* Identifying and highlighting trends to support continuous improvement.
* Reviewing current processes and implementing improvements to enhance efficiency.
* Monitoring standards, addressing shortcomings, and working on solutions to prevent them in the future.
* Supporting your colleagues with a coaching mentality.
* Participating in the design and provision of solutions for insight-driven improvements.
* Regularly conducting quality checks of workstreams and providing training or coaching when required.
* Ensuring your skills and experience are maintained across workflows and systems, with a focus on self-improvement.
* Supporting our offshore colleagues in GBS to ensure effective collaboration.
Confidentiality: Understand the need for confidentiality of colleagues' data at all times.
Collaboration: Work effectively and efficiently with colleagues to deliver a first-class service, be seen as personable, and support each other to achieve SLAs and overcome problems with a coaching mentality.
Continuous Improvement: To continually look at ways of improving processes and procedures within the HR function.
IT Competency: Able to learn how to use internal systems quickly and efficiently.
Colleague Experience: Delivering a service that goes above and beyond our colleagues' expectations, always interacting in a positive way.
Problem Solving: Ability to unpick issues by identifying the cause and proposing a solution.
Communication: The ability to clearly articulate, both in writing and verbally, advice or a resolution in a way that our customers will understand.
BT is part of BT Group, along with EE, Openreach, and Plusnet. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We value diversity and celebrate difference. We embed diversity and inclusion into everything that we do. It's fundamental to our purpose: we connect for good.
From day one, you'll get stuck into tough challenges, pitch in with ideas, and make things happen. But you won't be alone: we'll be there with help and support, learning and development. This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses.
At BT, we entertain, educate, and empower millions of people every single day. We're a brand built on connecting people - whether that's friends, family, businesses, or communities. Working here, you'll receive an attractive salary and a range of competitive benefits, but more than that, you'll be joining an ambitious organization with a culture of togetherness, collaboration, and inclusivity.
Benefits include:
* 22 days annual leave (plus bank holidays)
* Generous pension scheme
* BT Share Plan
* Discounted BT products including TV, Broadband, and Mobile
* Flexible working arrangements
#J-18808-Ljbffr