Summary
We are currently recruiting for a People Supporter to join our team.
The People Supporters form an integral part to our People Services Centre (PSC). They strive to deliver outstanding customer service every day, providing great advice, support and guidance to a range of queries from payroll to performance, from recruitment to absence, from policy to procedures.
So how do we deliver great customer service for first line HR support? We believe it's about being professional but pragmatic, being credible and accurate whilst also displaying empathy and emotional intelligence to the people you come into contact with.
What it's like to work here
We're bigger than you think, we're more complicated than we appear and we're larger scale than you'd imagine. We've got passionate people in all our teams, and we've got so much more we want to achieve. We're for ever, for everyone and we really mean that.
We don't want to stop at 5.5 million members and we want everyone to feel welcome and enjoy access to our places, so we need to reach new audiences in ways that are meaningful and relevant to them without losing the hearts and minds of those that are already with us.
Your contractual location will be our head office in Swindon and there will be an expectation for you to attend the office. However, there is flexibility on where you are based at other times. You will be required to work at a National Trust location for 40-60% of your working week. This will be discussed in more detail at interview.
What you'll be doing
You'll be on the front line for all calls coming into the PSC- whether from colleagues, managers, volunteers or external customers. We're looking for someone who can own and resolve the queries and issues that they face – not simply take a message and pass it on!
No matter what the question is, you'll provide advice and guidance – escalating to specialists where necessary - but with a brief to own the resolution for the customer wherever possible.
Who we're looking for
You can view the full role profile for this role in the document attached. You don't need to have all of the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what is possible in this role. For this position were looking for someone who has:
- A good understanding of, or ability to attain quickly, People policy and procedures and their application in a work context
- Competent in IT skills and experience of using an HRIS (Oracle or similar)
- A high attention to detail and the ability to correctly interpret data
- Well-developed interpersonal skills, preferably utilised in a contact centre environment
- A solution finder, can use established processes to find pragmatic answers
- Experience of providing People advice and guidance to a range of levels of managers and employees
- Experience working to challenging high volume targets
- Process/service improvement experience
The package
The National Trust has the motto ‘For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too.
- Substantial pension scheme of up to 10% basic salary
- Free entry to National Trust places for you, a guest and your children (under 18)
- Rental deposit loan scheme
- Season ticket loan
- EV car lease scheme
- Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
- Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
- Flexible working whenever possible
- Employee assistance programme
- Free parking at most Trust places
Click here to find out more about the benefits we offer to support you.