People Support Advisor - 6 Month FTC

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.

As a People Support Advisor, you will act as an advocate for the People Support team, demonstrating your broad knowledge of HR disciplines to support employees and managers across the business, handling incoming calls, responding to ‘tickets’ and emails with an emphasis on exceptional customer service. Where possible, you will handle queries through to resolution, otherwise triaging queries to the relevant specialist teams. You will be passionate about customer focus and be a keen HR Generalist.

Main Duties

• Provide best in class customer service, aiming to quickly resolve queries and issues, always striving to go the extra mile.
• Take ownership of the customer journey through active management of queries into the People Support centre.
• Seamlessly identify which business area the query relates to, ensuring that the customer experience is optimised.
• Ensure queries are actively manage through ticketing tool, providing best in class service and customer experience, whilst ensuring that advice adheres to policies and procedures.
• Be one point of contact for line managers, supporting them in all first line people management practices.
• Use multiple HR and Payroll systems to support the resolution of customer queries.
• Be knowledgeable of the business operation and the structure of the business, including key contacts.
• Demonstrate awareness of the roles of the other People Support teams.
• Maintain a working knowledge of HR policies and procedures.
• Be a subject matter expert on the IMS pages, supporting managers to find documents that they need.
• To proactively keep knowledge documentation up to date with changes as they happen.
• Work within SLAs, always focusing on the excellent customer journey.
• Be able to provide guidance on a broad range of key HR processes.
• Be aware of the Business Continuity Plan for the People Support team.
• To carry out work in a safe and diligent manner.
• To comply with all Health and Safety policies and procedures.
• To attend and fully participate in training and appraisal activities as required.
• To undertake additional duties in line with capabilities as required.

• Strong written and oral communication skills with the ability to communicate with people from different levels of the organisation and across the different lines of the business.
• Be able to demonstrate a proactive approach to delivering excellent customer service to all internal and external customers.
• Maintains effective work behaviour in the face of setbacks or pressure. Remains calm, stable and in control of themselves.
• Ability to multi task, work to deadlines, prioritise under pressure and use own initiative.
• Excellent team player with the ability to build effective team relationships and promote an environment of trust and flexibility.
• Ability to work effectively in a fast-paced environment. Resolution and results driven with a flexible and can-do attitude.
• Experience of working within a customer service environment. Risk awareness handling confidential information with due diligence.
• Shows awareness of goals and standards. Follows through to ensure that quality and productivity standards are met.
• Proficient in Outlook, Microsoft Word and Excel, SharePoint.
• HR experience, and a basic understanding of HR policy and procedures (highly desirable but not essential).
• An understanding of HR systems would be an advantage.