Contact Centre Agent - HR
Interested in building a career in HR but looking for an
opportunity that gives you practical experience from day one?
Join our HR Operations team as a Contact Centre Agent and
play an important role in supporting police officers and police staff with
their HR enquiries. Working within a close-knit team of 8, you'll gain exposure
to a broad range of HR processes, systems and policies while delivering
excellent customer service to every individual you support.
You'll benefit from structured training, regular coaching
and a supportive environment where questions are encouraged and development is
prioritised. Whether you're bringing contact centre experience or looking to
build on existing customer service skills, this role offers an excellent
foundation for anyone interested in growing their HR career.
This role is
hybrid, with 2 days per week in the office (every Tuesday, plus one flexible
day agreed with the team). The contact centre operates between 7am and 6pm,
withmost shifts falling between 9am–5pm or 10am–6pm. Scheduled breaks,
wrap-around time, and flexibility are built in – taking the time
needed to resolve queries properly really matters to us.
What you'll be doing:
- Handling
inbound calls and email queries within an HR contact centre environment.
- Supporting
customers to navigate MyHR, including forms and guidance.
- Resolving
queries at first point of contact and escalating where appropriate.
- Processing
routine HR transactions accurately and in line with procedures.
- Maintaining
accurate records and updating databases for audit purposes.
- Contributing
ideas and identifying opportunities to improve processes and service
delivery.
What you'll bring:
- Confidence
and professionalism when speaking to customers over the phone.
- A
strong focus on delivering high-quality customer service and building
rapport.
- Excellent
communication and organisational skills.
- Attention
to detail and the ability to follow standardised processes.
- Basic
Excel skills and confidence using computer systems.
- A
positive, flexible, and team-focused approach to work.
It would be great if you had:
- Experience
using Oracle-based systems.
- Previous
experience in a contact centre, HR, or customer service environment.
- An
interest in developing a career within HR, including professional
qualifications such as CIPD or CIPP.
If you're interested in this role but not sure if your
skills and experience are exactly what we're looking for, please do apply, we'd
love to hear from you!
Loved reading about this job and want to know more about
the sector?
We’re a leading provider in the UK of re-imagined Business
Support Services powered by next generation technology. We combine the full
power of Sopra Steria’s Insight, Technology and Transformation capabilities to
deliver positive, meaningful and long-lasting outcomes for our clients. We’re
the partner of choice for organisations who are looking to tackle the most
complex problems with new solutions.
