ER Advisor - Defence-People Services 1

ER Advisor
Office based -  Clyde
Full time, 6-month Fixed Term
Salary - Up to £30,000 per annum dependent on experience

Here at Serco, we are looking for an ER Advisor who will be the first point of contact for employees for individual consultation meetings relating to the contract restructuring activity. You will complete a high-volume consultation meeting in a busy, complex and fast paced unionised environment. You will be required to capture and track all requests and queries raised in the consultation meetings and manage re-assignment of queries to the ER Case Manager as required to provide effective case management.

As part of this you'll:

• Provide a professional and compassionate consultation experience for impacted employees with no people manager support present, ensuring adherence with policies consistent with employee standards, legislation and guidelines.
• Manage end-to-end and timely closure of consultations, utilising the ER Admin and escalating concerns to the ER Case Manager.
• Ensure all activities are accurately logged on the People Services case management system, updated regularly and documents stored in employee files as required by Serco.

• Work with sensitive data in line with data protection legislation.
• Demonstrate a high level of empathy and patience using the customer first approach.

• Use defined procedures, knowledge base and policies when providing service to the employee/partner. Follow through on commitments and take responsibility to achieve results.
• Maintain the appropriate level of process knowledge, customer satisfaction, and quality metrics.  Utilise all available knowledge sources, procedures and tools available to maintain a level of professionalism.

• Reflectively learn and model new methods of best practice and approaches.
• Highlights any required knowledge base improvements to ER Management Lead.

What you'll need to do the role:

• Numerate and literate, with GCSE`s in Maths and English grade A-C or equivalent.
• Must be able to demonstrate experience in Employee relations within a Customer Service Environment.
• CIPD is desirable but not essential.
• Have excellent communication skills, be flexible and friendly, with a high level of self-motivation & initiative.
• Required to manage time effectively in order to complete heavy workload and meet deadlines.
• Proactive, resourceful and efficient, with a high level of professionalism and confidentiality.
• Strong knowledge of MS Office, including Word, Excel, and Outlook.
• Be able to work in a high-pressure environment,
• Ability to hold SC security clearance is essential.

Why Serco:

Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement, and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer: 

• Flexible working available.
• Up to 6% contributory pension scheme
• Free onsite parking.
• 25 days annual leave plus bank holidays pro rata.
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.
• A company passionate about diversity and inclusion.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.