People Helpdesk Advisor (Temporary) - REQ02246

INTERNAL APPLICANTS MUST APPLY VIA MYSELF

We are looking for an enthusiastic, agile and customer focused individual to join the People Helpdesk within our dynamic Employee Service Centre based in Civic Centre, Motherwell. The role is based on a Hybrid contract, so you will have the flexibility and work-life balance to work at home as well as in the office.

Reporting to the People Helpdesk Senior Advisor, you will work within the People Helpdesk to provide high quality first-point of contact HR and payroll advice and guidance to both manager and employees alike on a wide range of enquiries via telephone, email and our new CRM System MyNL Portal. These duties will include data retrieval and/or input to on-line systems, such as iTrent, including the Recruitment Module.

Working in the People Helpdesk you will have an active role to play in responding to HR and payroll enquiries and applying procedure to resolve problems, whilst ensuring enquiries are dealt with timeously and appropriately to a set KPI. You will also support our customers to access our self-service portals and our HR website, assisting with updating its content. In doing this, you will build on and maintain recognised levels of excellent customer service and retain vital HR knowledge which can lead to fantastic career progression.

Educated to National 5 or equivalent and with a moderate level of relevant experience of working within a customer focused call centre or HR/Payroll environment, you will either have a detailed knowledge of HR policies and processes or have the willingness and enthusiasm to learn. You will have excellent interpersonal, communication and team working skills along with maintaining attention to detail and a high level of accuracy. You will be numerate and IT literate, with the ability to quickly learn the HR IT system iTrent and Microsoft applications, as well as our current enquiry management system Netcall. You will be able to develop rapport. with our employees and managers alike, as well as work closely with other departments within the Employee Service Centre to ensure the highest levels of customer service.

With exciting developments working towards the Council’s digital agenda, there will also be scope to work on an agile basis within our HR Transformation Team on different projects, such as training initiatives and process re-engineering our current operational procedures (depending on service needs).

You will be self-motivated with a diligent approach to customer service delivery and be able to plan and prioritise your own workload. With a full training programme in place, we are looking for someone with these key skills to add and develop to an already well-established team.

This is a 6 month temporary contract.

Working here at North Lanarkshire Council

If you’re considering a career with us, you’ll be keen to know what’s in it for you. We have a great package of benefits available, from health and wellbeing to finances and family. This includes 27 days annual leave and 6 public holidays*, and a wide range of benefits available to you find out more at work well NL. We also have a full package of learning and development through our learning academy LearnNL to help you reach your full potential and further your career.

For more information on local authority careers visit the myjobscotland career hub

North Lanarkshire Council are Happy to Talk Flexible Working, we operate a Smarter Working Policy.

Click here to see our Recruitment Charter.

*For all casual/sessional roles, you will receive 12.1% of your hourly rate for every hour worked in total recompense for annual leave, including public holidays. These rates will be indicated separately on your payslip. You will only be paid for the hours that you work.

We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description.

We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans and their families. We offer a guaranteed interview for service leavers, spouses, reservists and veterans, as long as they meet the essential criteria of the person specification/job description.

North Lanarkshire Council is committed to #KeepingThePromise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential or secure care) you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification/job description. This is one way North Lanarkshire is demonstrating our commitment to supporting Care-Experienced People.

The Plan for North Lanarkshire is to be the place to live, learn, work, invest and visit. The Council recognises that work is an important part of adult life and is critical to our wellbeing and shaping how we live. The Fair Work Convention’s Framework defines Fair Work as work that offers effective voice, fulfilment, opportunity, respect and security. We believe Fair Work can boost creativity, realise untapped potential and increase productivity. To find out more click on the link.

Alternative Application Packs can be requested in other formats for example, Large Print, Braille, and Audio. To request an alternative Application Pack please phone 01698 403151.

The following link contains our Easy Read documents which will help explain the process and what happens during the selection process: Easy Read – My NL