People and HR Service Delivery – SME (Assembly, Bristol, United Kingdom)

Location

Bristol – Hybrid working 3 days in the office, 2 wherever.

Why this job matters

Colleagues are the heart of BT Group and BT wouldn’t be the same without them and that is why this role matters. You will be the HR Service Delivery Support overseeing the quality delivery of transactional activity both on and off shore.

The purpose of this role is to provide an invaluable service to our colleagues in BT and through analysis, identify improvements in delivery of a high-quality Colleague experience at all touchpoints.

You will be responsible for providing insight from data analysis, making suggestions and sharing your findings. You will also play a key part in  escalations using your investigation skills, playing back to the colleague and coaching knowledge gaps following route cause analysis.  Liasing with stakeholders and colleagues across the business when required,  to share your knowledge and expertise.

This role requires adherence to ICoFR controls in line with the quality checks carried out with the teams on/off shore.  

You will have the opportunity to support all areas of BT:

•Openreach
•Consumer (including EE & PlusNet)
•Networks 
•Digital
•Corporate
•BT Business

This means you will create great working relationships with colleagues for the area you support & build specialist knowledge of how they function, allowing us to deliver an even better colleague experience.

What you'll be doing

•Analysing data reports and feedback to identify improvement opportunities
•Supporting escalations through investigation, resolution and by applying root cause analysis to support knowledge gaps.
•Review current processes to identify and highlight continuous improvement opportunities including testing.
•Monitor standards through quality checking, identifying shortcomings and work on solutions to prevent this in the future.
•Mentoring and coaching on/off shore colleagues to deliver a great service.
•Quality Controls of ICoFR. 
•Liasing with relevant stakeholders.

The skills you'll need to succeed

•Understand the need for confidentiality of colleagues data at all times 
•Work effectively and efficiently with colleagues to deliver a first class service, be seen as personable & support each other to achieve SLAs & overcome problems. 
•To continually look at ways of improving process and procedures within the HR function 
•Able to learn how to use internal systems quickly and efficiently. Ability to learn and adapt to new software. Microsoft suite, such as MS Excel (formulas & data mining) form key tools for this role. 
•Delivering a service which goes above and beyond our colleagues expectations, especially when it comes to resolving problems. Showing your colleagues how important they are by always interacting in a positive way with a coaching mentality. 
•Ability to unpick complex issues, identify the cause and propose a solution with the ability to clearly articulate advice/resolution in a way that our customers will understand written and verbally.

Benefits

•BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
•From January 2025, equal family leave:  receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
•Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
•22 days annual leave (not including bank holidays), increasing with service
•24/7 private virtual GP appointments for UK colleagues
•2 weeks carer’s leave 
•World-class training and development opportunities
•Option to join BT Shares Saving schemes.