About the role

The purpose of this role is to provide an invaluable service to our colleagues in BT, covering the whole colleague lifecycle, delivering high quality HR advice, guidance, and support with outstanding colleague experience.

You will provide a first contact resolution approach dealing with a mixture of HR queries, HR System Support & problems across the whole colleague lifecycle which requires you to, where possible, action the solution live while on the call or chat. You are expected to support our colleagues through different contact methods including phone lines, live chat, and case system. Our aim is understanding our colleague’s priorities and using your knowledge & experience to create the right solutions for them, you will work with all areas of the company and will need to demonstrate excellent communication and stake holder management skills.

What you will be doing

•Acting as the first point of contact for managers, employees and other HR team members providing clear, trustworthy advice on HR policies, processes, and tool/systems.
•Identifying business development needs.
•Using HR information systems to access, input, and compile data.
•Ensure we deliver a resolution at the point of first contact if possible.
•Proactively own the query to ensure a resolution will be found ensuring expectation are managed.
•Ensure continuous self-education on HR Processes, policies, and systems to have an in-depth but broad knowledge of BT HR.
•Strive for efficiency and continuously identify improvement opportunities to enhance the colleague experience.
•Working closely with other internal teams to support and resolve problems where possible

Essential Skills / Experience

•Handle difficult conversations and emotionally sensitive situations with professionalism and empathy.
•Consistently exceed colleagues' service expectations, particularly when resolving complex issues, by delivering a responsive and supportive experience.
•Use active listening and effective questioning to identify issues and provide clear, accurate solutions, communicating confidently and professionally both verbally and in writing.

Desirable Skills / Experience

•Maintain confidentiality and handle HR documents, systems and sensitive information with discretion.
•Collaborate effectively with colleagues to deliver a high-quality service, meet SLAs and proactively overcome challenges.
•Demonstrate adaptability and confidence when using HR systems and other internal technologies.

Benefits

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.