Senior People Services Administrator

We are looking for a Senior People Services Administrator to join our world-class London People Services Team, a team of skilled People professionals, responsible for providing service delivery for our UK & Ireland business which supports an employee population of over 11,000.

Job Purpose: 

The purpose of this role is to proactively deliver an exceptional People administration service to the UK & Ireland business; supporting the wider People team, employees, and line managers.

Key Responsibilities:

The People Services Administrator will provide People administration support to the UK & Ireland, completing all processes and becoming a Subject Matter Expert (SME) in TUPE and the administrative processes associated with this:  Responsibilities include, but are not limited to, the following:

Team Support

?         Supporting the Transition and Projects Manager with team coordination activities, including distribution and monitoring of workload;

?         Be the point of escalation for the HR Administrators for complex cases and query resolution, before escalating to the Transition and Projects Manager;

?         Providing day to day guidance and support to the People Services Administrators as required;

?         Delivering training to the People Services Administrators as required, including developing and maintaining training guides and checklists.

Enquiry Management

?         Taking ownership for the investigation and resolution of complex customer escalations/complaints and urgent exceptions;

?         Be the first point of contact for all TUPE queries, managing the enquiry from contact through to closure;

?         Evaluating cases as received and using judgement to ensure the case is managed in the best way possible, focusing on the customer experience;

?         Resolving the majority of enquiries immediately using scripts, FAQs, knowledge base articles, experience and training;

?         Providing accurate and timely information to managers and the wider People Team in relation to TUPE

?         Ensuring service is delivered in a controlled way by logging & tracking all queries & transactions in the case management system, ensuring the employee and/or line manager is provided with regular status updates;

?         Be familiar with service level agreements (SLAs) and ensure requests are responded to within the agreed SLA;

?         Escalating queries to the Senior People Services Administrators, People Services Team Leaders, Centres of Expertise, and People Business Partners, in line with the agreed escalation matrix.

Employee Data Management

?         Producing ELI (Employee Liability Information) as requested by the wider People Teams, ensuring all data is accurate and produced within SLA’s.

?         Reviewing ELI data provided as part of the TUPE In process for accuracy and completeness before entering into the PEOPLE System

?         Conducting data entry associated with TUPE processes, in line with SLA and payroll deadlines

?         Sending accurate and timely instructions to payroll for all pay-related changes as required;

?         Validating employee personal detail changes, including bank details, through the PEOPLE system, ensuring data has been entered in the correct format;

Document Management

?         Filing for all paperwork on online document management system

?         Processing invoices in a timely manner and coding accurately;

?         Other ad hoc duties as and when required e.g. filing, scanning, and notetaking at meetings.

Recruit and Deploy

?         Generating new joiner paperwork including offer letters and contracts in a timely and accurate manner;

?         Sending new hire pack and pre-boarding information to candidates and monitoring the return of documentation;

?         Ensuring all new starters have the right to work in the United Kingdom, verifying original documentation prior to start date and adding details to the People System;

Leavers

?         Providing relevant status updates to the People Business Partner and liaising with the line manager.

?         Processing all leaver information in line with the TUPE process

Cyclical Activities/PEOPLE Projects

?         Participate in various People Projects as required;

?         Actively supporting management in the identification and implementation of continuous service improvement initiatives.

Other

?         Proactively maintain relationships with the wider people team to ensure all contract changes involving TUPE are notified to the team in a timely manner

?         Providing support to the People Service Administrators in response to increase in service demand or absence.

Experience

?         HR Administrator experience, ideally in an HR Shared Services team;

?         Ideally educated to degree level or working towards CIPD;

?         Ideally has experience working with a Core People System, Peoplesoft desirable;

?         Ideally has experience working in a Shared Services environment, using a case management tool.

Skills

?         Sound judgement and decision-making skills;

?         Excellent analytical skills;

?         Excellent customer service skills and telephone manner;

?         High level of accuracy and attention to detail essential;

?         Exceptional written and verbal communication skills;

?         Good organisation, prioritisation and multi-tasking skills;

?         Strong interpersonal skills;

?         High level of PC/database skills, including Microsoft Office;

?         Ability to deliver to the required service standards in a customer focused environment

Competencies

?         Team Working/Role Model;

?         Communication and Service Delivery;

?         Initiative and Problem Solving;

?         Personal and Interpersonal.

ABOUT CBRE

COMPANY PROFILE           CBRE Group, Inc. (NYSE:CBG), a Fortune 500 and S&P 500 company headquartered in Los Angeles, is the world’s largest commercial real estate services and investment firm (in terms of 2015 revenue).  The Company has more than 70,000 employees (excluding affiliates), and serves real estate owners, investors and occupiers through more than 400 offices (excluding affiliates) worldwide.  CBRE offers strategic advice and execution for property sales and leasing; corporate services; property, facilities and project management; mortgage banking; appraisal and valuation; development services; investment management; and research and consulting.  Please visit our website at www.cbre.com