Advisor Opportunities in HC Customer Services Team Birmingham

PricewaterhouseCoopers (PwC) operates a Shared Service model to deliver high quality, professional and customer driven Human Capital (HC) to the UK firm (c15000 employees).

Within this model HC Customer Service undertakes a variety of HC transactional processes to agreed Service Level Agreements to support the strategic needs of the business.

HC Customer Service :

HC Customer Service comprises a number of teams (c120FTE) and supports a broad range of HC services including: Customer Care Responsive / Proactive Recruitment Services (experienced hire, temporary staff, contract and student recruitment, Inbound and outbound international assignments and professional qualifications) Pay and Benefits Learning Administration, Employee Data Management Life Events (Choices, Leavers, Maternity, Flexible Working, etc.)

We now haveopportunities in our Choices team at Advisor level.

The role of Advisor within HC Customer Service is central to delivery of HC transactional services; Advisors should expect to become involved in a variety of transactional processes and cross centre activities. Team Working:

• Actively participate in team activities such as meetings and brainstorming sessions
• Actively take part in all relevant training available to advisors
• Continuously strive to share and expand knowledge and experience through focused multi-skilling
• Be involved in the Induction of new members to the team as appropriate, including supporting work shadowing and on-the-job training
• Demonstrate a willingness to support to team processes and activities across the centre and follow through on relevant actions
• Support completion of ‘youmatter’ surveys and contribute to the ongoing development of the ESC people engagement agenda

Customer Service Delivery & Standards:

• Provide a high level of customer service to employees, Business contacts and external providers in line with agreed processes and associated Service Level Agreements (SLA’s).
• Fully understand the processes and SLA’s associated to the team’s core activities and also the impact of the team’s work on the ESC and the wider HC community
• Deliver required services to the business in a timely manner andin accordance with the defined process framework, including achievement of SLA’s/KPIs within defined quality standards
• Highlight any issues, errors or complaints to the Expert Advisor and or Team Leader and escalate to the any customer service issues and work outside of agreed policy and procedures

Process Management and Continuous Improvement:

• Ensure any suggestions for improvements are brought to the attention of the Expert Advisor and/or Team Leader Assist in the implementation of agreed process improvements both on the team and across the wider centre
• Provide where necessary any feedback around processes to the Expert Advisor/Team Leader
• Support process management by timely completion of personal timesheets

Change Management:

• Provide support to change management – by ensuring that all changes to standard processes and/or changes to ways of working have been authorised through the ESC change control process.
• Provide assistance as required in support of business change including User Acceptance Testing (UAT), procedure writing and process mapping.

IT Systems:

• Support and assist with systems maintenance activities (e.g. timely archiving) as directed to ensure systems are running to optimum performance.

Risk Management and Business Continuity:

• Alert any risks to the Expert Advisor and/or Team Leader in a timely manner
• Support as required risk management and business continuity activities
• Ensure a good knowledge of and adherence to compliance policies - e.g. Clear Desk Policy, Data Protection Act, etc.

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