Head of HR Advisory Contact Centre
Our client, a global blue chip organisation in Surrey has an exciting opportunity for someone to join them to lead their HR Advisory contact centre. AS part of an extensive global HR Shared Services transformation, this role will lead an innovative, value-adding HR advisory service delivered to HR colleagues, line managers and employees across EMEA & APAC regions. Where the HR function and all employees are the customer, this team handles all first line support, escalation and query resolution for HR enquiries and issues. Early adopters of the latest technology, the first and second line support are delivered online through portal, instant messaging, their 'bot' (artificial intelligence) and then the service delivery team. The HR query management team are expected to identify, understand and resolve more complex issues, using their mix of expertise, judgement and contextual knowledge to support a great customer experience. This is not a transactional / administrative service centre. As the leader of this large function, you will be able to demonstrate that you are passionate about enablement through technology - pro-actively thought-leading in this space, staying ahead of market trends and identifying potential new technologies that could continue to enable and improve the service.A deep knowledge in customer experience processes, tools and systems will be essential, with the ability to analyse metrics and provide insight into current and future needs, adapting and improving the service in an agile and responsive way. You will stay abreast of leading practice, understand market trends and benchmarking to drive continual innovation and support the ongoing global transformation strategy for HR service delivery. The successful candidate will need a HR background with experience in a service / contact centre environment or leading a HR advisory team, gained in a complex, global, matrix context. Experience of change and transformation, with a demonstrable track record of thought leadership and driving innovation and building high performing, customer obsessed teams.