Colleague Services HR Support

Job Description

Recruiter: Saloni Khandelwal

Hiring Manager: Aditya Jaiswal

Career Grade: F

This requirement is for a Portuguese language expert (CL‑F) with B2‑level proficiency

Why this job matters:

The job holder works as a key individual for any strategic and policy related changes from business to the employees, customers and stakeholders . The individual needs to provide excellent employee service and experience by responding to requests effectively and within defined SLAs via chat, calls and emails within compliant standards.

Key Responsibilities:

• Handle ad-hoc HR related customer queries and requests.
• Take personal ownership for resolving customer requests even if these sit outside HR Services remit by working beyond organizational and functional boundaries.
• To set prior expectations and take utmost accountability and ownership towards their respective defined KRAs and beyond excellence.
• To provide clear and compliant HR advice to line managers and employees on BT policies, processes, changes and tools.
• Aware of BT Security policies.
• To continuously deliver a brilliant customer experience in terms of care, knowledge and first contact resolution.
• Proactively own customer queries through resolution ensuring key performance indicators and SLA is achieved.
• Demonstrate a knowledge of HR policies and the HR practices.
• Demonstrate ways of working in line with the HR Services vision and values.
• Take an active role in buddying new starters to deliver a confident and credible HR service.
• Identify continuous improvement opportunities to drive HR efficiencies.
• Play a key role in change management by understanding the need for change and doing what is necessary to make the change a success.
• Investigate, report and address root cause of service failure. Implementation of interventions to recover and restore service
• To inhibit excellent inter-personal skills and work as a key team player becoming role models and taking proactive initiatives.
• A high level of confidentiality. Excellent interpersonal and customer-facing skills. Strong communication skills, both written and verbal. The flexibility and willingness to learn.
• Security Information understanding.

SKills required:

• This requirement is for a Portuguese language expert (CL‑F) with B2‑level proficiency

• Analytical skills.

• Contact centre handling expertise.
• Customer service handling skills
• Excellent communication and inter-personal skills.
• Promote shared services model.
• Team – player
• Proactive and adaptive to business changes
• Stakeholder management skills.

This requirement is for a Portuguese language expert (CL‑F) with B2‑level proficiency

Analytical skills.

Experience:

• HR operations experience – MBA HR
• Experience of working within a fast-moving environment/ability to multi-task and adapt to changes
• Knowledge of Data Protection Act, ICO guidelines and GDPR
• Introduction of Process Initiatives
• Should posses knowledge around HR policies

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.