* Location: Dakota House, Weybridge, Surrey, KT13 0YP
Description
We are committed to the development of our workforce. This position is only available to applicants who already work for Surrey County Council. We thank you for your interest in our roles and would encourage you to review our vacancies which are open to all.
This role has a starting salary of £29,697 per annum, based on a 36-hour working week. This is a 12-month fixed term / secondment opportunity.
Are you passionate about delivering exceptional customer service? Do you thrive in a dynamic environment where you can make a real impact? If so, we have the perfect opportunity for you!
We are excited to be recruiting a Helpdesk HR Officer to join our fantastic team. This role is based at Dakota House in Weybridge and offers hybrid working.
Rewards and Benefits
* Hybrid working (60% from home, 40% from office – Located in Weybridge)
* 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service
* Option to buy up to 10 days of additional annual leave
* An extensive Employee Assistance Programme (EAP) to support health and wellbeing
* Up to 5 days of carer's leave per year
* Paternity, adoption and dependants leave
* A generous local government salary related pension
* Lifestyle discounts including gym, travel, shopping and many more
* 2 paid volunteering days per year
* Learning and development hub where you can access a wealth of resources
About the Role
As a Helpdesk HR Officer, you will be the first point of contact for both internal and external queries. You will play a crucial role in providing accurate information and resolving inquiries related to HR, pay, pensions, policy, recruitment, references, schools payroll services and more. You will:
* Respond to customer queries: Handle a high volume of queries from both internal and external customers via telephone and email. You will provide accurate information obtained from specialist IT systems or refer more complex enquiries to second-line support. Your ability to communicate clearly and effectively will ensure that all queries are resolved promptly and satisfactorily.
* Maintain Information Systems: Operate and maintain various information systems to ensure data consistency and integrity. You will be responsible for updating records and ensuring that all information is accurate and up to date.
* Develop Strong Relationships: Build and maintain strong working relationships with colleagues across the organisation. You will collaborate with various teams to ensure that all inquiries are handled efficiently and that customers receive the best possible service.
* Handle Sensitive Queries: Address sensitive queries with discretion and empathy. You will need to be resilient and adaptable, capable of managing difficult situations and providing support to customers who may be experiencing financial distress or other challenging circumstances.
Shortlisting Criteria
To apply, alongside your CV, you will be asked to answer the following questions:
* What does good customer service look like to you?
* How do you handle pressurised situations?
* What do you think are the most important behaviours in a successful team?
We will use your answers to these questions to shortlist, so make them count! Remember, we're looking for a friendly professional who can bring personality to the team.
To be considered for shortlisting for this position, your application will clearly evidence the following:
* Excellent Communication: You must have a clear and professional telephone manner, as well as strong written and oral communication skills. You must be able to demonstrate empathy and sympathy when handling sensitive queries. Your ability to convey information accurately and effectively is crucial in ensuring customer satisfaction.
* Problem-Solving: You will need to think on your feet and provide solutions to a wide range of queries. Your problem-solving skills will be essential in resolving issues quickly and efficiently, ensuring that customers feel supported and valued.
* Attention to Detail: Accuracy is key in this role. You must be able to handle detailed information and ensure that all data is correctly recorded and maintained. Your attention to detail will help prevent errors and ensure the integrity of our information systems.
* Resilience: The role can be demanding, with high volumes of work and tight turnaround times. Your resilience and ability to remain calm under pressure will be vital in maintaining a high standard of customer service.
* Team Collaboration: Working effectively with colleagues across the organisation is crucial. Your ability to collaborate and build strong relationships will help ensure that all inquiries are handled efficiently and that customers receive the best possible service.
Shortlisted candidates will be invited to attend a first stage interview remotely held via Microsoft Teams. We anticipate this will take place the week commencing 31/03/2025. Candidates who are successful at the first stage interview will then be invited to a final stage interview in person at our office in Weybridge at a later date.
Contact Us
Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.
For an informal discussion please contact Luke Luthi-Morrison via email.
This advert closes at 23:59 on 11/03/2024 with interviews to follow.
We look forward to receiving your application, please click on the apply online button below to submit.
Our Values
Our values are as important as our abilities and shape who we are as an organisation. Discover more about our values.
Our Commitment
Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applicants where:
* The candidate has evidenced the minimum criteria for the role through their application
* The candidate has chosen to share that they have a disability on the application form
Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role. We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.
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