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HR Customer Service Representative

Siemens Public Limited Company

HR Customer Service Representative

Neg

Siemens Public Limited Company, Poole

  • Part time
  • Unknown

Job posting date not available, 28 Mar

Closing date: Closing date not specified

job Ref: None

Full Job Description

We are looking for a Customer Service Representative to join the team who look after the Customer Services Inbox dealing with fast track cases, complaints and quality issues. We are also responsible for handling and managing the USI tool (User Satisfaction Index) and we provide feedback to the HR teams on any praise and any issues found tohelps identify any improvements that could be made. We also help manage the SNN (Siemens Social Network) and send out communications to customers and staff updates on any issues.

What are my responsibilities?

- Assist the HR Customer Services Team Leader to ensure the smooth running of the service line; ensuring customer service excellence is at the forefront of all actions taken.
- Ownership, action and resolution of cases via C-ontact system, timely and accurately.
- Take responsibility for the management of customer escalations in the absence of the Customer Services Team Leader, ensuring all escalations are logged and dealt with.
- Continues to develop and implement quality assurance programme within the HR Delivery Centre.
- To evaluate operational processes, identifying possible quality gates and linkage to operational requirements.
- Contributes to continuous improvement processes in order to improve the quality of service provided and the individual customer experience.
- Maintains operational issues log. Liaises with customer representatives, ensuring appropriate communication regarding issue resolution for escalated matters.
- Leads investigations into escalations, carrying out root cause 8D analysis and works with management to establish preventative measures and longer term solutions.
- Undertakes responsibility for all USI Red Alerts (User Satisfaction Index). Ensuring all cases are dealt with within 24 hours and USI tool updated.

What do I need to qualify for the role?

- Experience of working in a contact centre or shared services, with a passion for customer service excellence
- Experience of working in a team
- Skilled in MS Office applications including: Word, Excel, Outlook
- Used to supporting a workflow Management System
- A demonstrable understanding of HR Administration processes.
- Customer facing experience is essential.
- Understanding the employee life cycle
- Flexibility required in terms of working hours and travel will be required.
- Experience and knowledge in a call centre and / or shared services environment would be valuable.
- Working knowledge of HR Administrative information systems (preferably SAP) would be desirable.

#LI-NV

Siemens provides innovative solutions to help tackle the UK's major challenges. Siemens has a significant presence throughout the UK, with 13 manufacturing sites and more than 25 major offices. Today the company employs over 13,760 people in the UK, including about 5,000 in the manufacturing sector. Last year's revenues were £3.36 billion. Electrification, automation and digitalization are the long-term growth fields of Siemens. In order to take full advantage of the market potential in these fields, our businesses are bundled into nine divisions and healthcare as a separately managed business.

Siemens offers a comprehensive reward package which includes a competitive basic salary, bonus scheme, generous holiday allowance and pension. Through our flexible benefits scheme you can select benefits that best suit your lifestyle, including private healthcare.

How do I apply?

We are looking forward to receiving your online application. Please ensure you complete all areas, of the application form, to the best of your ability as we will use this data to review your suitability for the role.

What else do I need to know?

Siemens is dedicated to quality, equality, and valuing diversity, and we welcome applications that reflect the diversity of the communities within which we work.

If you are appointed in to this role you will receive standard Siemens terms, conditions and benefits.