Job Description

You must submit a supporting statement with your application, without this, your application may not be shortlisted.

This is a 6 month fixed - term contract starting June 25 with the possibility of extension to 9 months at the end of the contract

Overview of Role -

The Enterprise Systems Analyst (HR) will play a crucial role in supporting King's College London's HR & Payroll digital services, which are used by approximately 10,000 users across the University. The role involves providing first-line support to users, assisting with registration, access, and troubleshooting issues via phone and email.

An awareness of the practices of both would be beneficial but not essential.

Full training will be provided for the software; however, the successful candidate will have a solid working background delivering quality customer service, ideally within a Customer Services contact centre or service desk environment.

Accountabilities

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This role will be focused on delivery of 1st line day-to-day support for candidates and users of the HR Digital Services throughout the employee lifecycle. In addition, the role-holder will be expected to support with Level 1 HR and Payroll queries and additional duties as determined by the Enterprise Systems Team Lead Leader (HR).

User Support:

Deliver first-line support for users of the PeopleXD HR and Payroll system, assisting with registration, access, and troubleshooting issues via phone and email.

Incident and Request Management:

Ensure all incidents and service requests are accurately logged, tracked, and resolved within agreed Service Level Standards (SLS's). Triage requests to appropriate resolver groups, including IT or HR, Payroll, Pensions, and Admin teams, and escalate issues when necessary.

To provide effective support the jobholder will also be required to:-

Log all calls and enquiries promptly and accurately in our service delivery tool (Helix) Assess queries effectively to determine their priority and respond in an appropriate and timely manner Escalate questions and issues to the Team Leader and/or relevant 2nd Line Specialists Transfer or redirect relevant requests to other resolver groups such as IT or the HR services Teams that support Payroll, Pensions and Admin. Always demonstrate excellent communication and customer service skills, whilst working within defined processes, and striving to achieve defined service levels. The role requires a high level of confidentiality and professionalism and will need to adhere to data protection guidelines.

Key skills and experience required -

(E) - Essential

(D) - Desirable

Excellent interpersonal skills needed with the ability to communicate well in a diverse work environment (E) Problem solving or diagnostic approach with a willingness to learn (E) Methodical approach, attention to detail, and a passion for continual service improvement (E) Proficient with Microsoft Office Suite including Word, Outlook, Excel (E) Desire to deliver excellent customer care via telephone, email or face to face (E) Effective time management skills; with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures (E) Service-oriented attitude and ability to maintain a positive attitude (E) Good listening skills and patience to work with all types of employees (E) High energy with the ability to organise/prioritise workload (E) Prior experience in a customer service environment, for example a customer contact centre or service centre (D) Previous experience in Payroll, HR, Finance (D) Proficient documentation skills; able to fully document operational requirements, proposed solutions, processes, and data flows effectively (D) Proficient with call logging or service desk systems e.g. Helix (D) Knowledge of HR systems and using HRIS database and reporting applications, ideally PeopleXD (D) Ability to adapt and understand new technologies, and a drive to seek out emerging industry best-practice (D) ITIL Foundation Certificate (or other Service Management qualification) (D) Full Driving Licence (D) or the ability to get to the Quintdown office within 60 minutes, using public transport or other means (E)

Equality, diversity and inclusion -

We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed.

This is in line with KCL.

Flexible Working Requests -

For all our roles we are open to discussing the possibility of part time work, reduced hours, hybrid working and flexible start and finish times. Unfortunately, we cannot promise to agree to your original request, but we do promise not to judge you for asking and to consider the possibility.

Employee Benefits -

Hybrid Working - Minimum of 5 days per month in the office 10% Performance related bonus 30 days holiday and a maximum of 8 public holidays (pro-rata) this includes 2 Wellbeing days per year. Sick pay 4 Discretionary Christmas Closure Days Contributory pension scheme Life Assurance cover Service time - 3 Volunteer days per year Free onsite parking & Bike racks Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements) BHN Extra Discounts CycleScheme TechScheme Opportunities for formal training and professional certification Free access to Linkedin Learning Free access to Future Learn short courses Potential for internal promotion and advancement
Job Type: Temporary

Additional pay:

Performance bonus
Benefits:

Additional leave Company pension Cycle to work scheme Employee discount Work from home
Schedule:

Monday to Friday
Application question(s):

This role is based in Cornwall, South West of England and there is an expectation that you will be required to be in the office 5 days a month. Can you fulfil this? What is your annual salary expectation for this role? What is your current notice period? (In weeks) Are you aware this role is a 6 month fixed term position with the possibility of extension to 9 months at the end of the contract starting in June 2025?
Work Location: Hybrid remote in Newquay TR8 4DS