Job Introduction

The BBC's Birmingham based HR Service Centre are passionate about working with colleagues to put world-class creative content on the air. Whether it’s Strictly Come Dancing, the Radio One Breakfast Show or the latest must-watch boxset on BBC iPlayer, all employees will play a big part in helping the BBC to inform, educate and entertain our audiences.

Every day, the HR Service Centre provides services to over 20,000 colleagues and freelancers. We’re looking for outstanding people who…

• Take the initiative to ask questions to understand our colleagues needs
• Get energy from working with others, and taking a collaborative approach
• Like to make a difference; spotting ideas for improvement and being creative on a daily basis

Role Responsibility

• Ownership for the operational delivery of our service level agreements within the HR Services team as operational lead/jointly with other Senior HR Advisors
• Be a key contact for BBC Studios, supporting on driving process improvements, automation and efficiencies of service
• Use data and insights to drive performance, and understand how we keep a focus on continuous improvement within the team
• Act as a point of escalation for complex queries from the team, and be a subject matter expert for key processes
• Deliver a high standard of customer experience both in your own role, and that of the wider team
• Ability to respond to employee queries received into the team either by phone or email
• Using HR knowledge and experience to support responses to our employees on a variety of queries linked to the full employee lifecycle

Please see the attached Job Description for more information.

The Ideal Candidate

• Experience of working within a HR service delivery environment
• Ability to interpret and use data to drive performance
• Knowledge of using call handling systems, and management of availability and response levels
• Have up-to-date best practice and thought leadership in HR/specialist area
• Be able to analyse information rapidly and make informed judgments and provide advice on the best option to progress in line with established process
• Use standard procedures and common sense to solve problems and coach others in the standard processes within specialism; applying own judgement and criteria to adapt previous recommendations
• Be driven to achieve the right result despite challenging internal/external circumstances
• Be highly credible and build relationships with key stakeholders
• Have excellent attention to detail and accuracy; ensuring facts are correct, complete and consistent
• Be confident in the use of data and data analytical skills
• Be able to confidently challenge the organisation and/or seek support from HR leaders to address wider issues
• Consider any issues or opportunity from a number of angles, based on experience, intuition and knowledge of the organisation
• Understand how to handle, resolve and escalate enquiries; pass on information promptly
• Understand how to work effectively in a team to deliver

Package Description

Band: C
Contract type: 12 month fixed term contract or attachment
Location: Birmingham

We’re happy to discuss flexible working. Please indicate your choice under the flexible working question in the application. There is no obligation to raise this at the application stage but if you wish to do so, you are welcome to. Flexible working will be part of the discussion at offer stage.

• Excellent career progression â€“ the BBC offers great opportunities for employees to seek new challenges and work in different areas of the organisation.
• Unrivalled training and development opportunities â€“ our in-house Academy hosts a wide range of internal and external courses and certification.
• Benefits- We offer a competitive salary package, a flexible 35-hour working week for work-life balance and 26 days (1 of which is a corporation day) with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care, gym and much more.