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REQ ID: 113056
JOB TITLE: HR Assistant - Contact Centre
SALARY: 24600 - 30000
POSTING END DATE: 7th February 2023


Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.



What to expect


This is a HR Assistant role based at Whitley, Coventry - the team operates hybrid working therefore working remotely from home for some of the time. The role sits within the Contact Centre within HR Direct which acts as the first point of contact for general HR queries from all Jaguar Land Rover colleagues and managers.


You’ll be responsible for dealing with employee queries relating to HR transactions and policy in an accurate and timely manner.  These sorts of queries mainly relate to updating personal details, identification and escalation of critical queries that require immediate attention of other HR specialist teams, offboarding/employee resignation notifications, stand in / step up for roles, and Attendance Management document processing. You’ll also responsible for the management of the Un associated inbox which is a repository for non-employee queries raised from non-JLR email addresses.  


You’ll also work with the HR Assistant Team Lead on process optimisation for the Contact Centre Team, documenting process guides and work instructions to streamline processes and work with our offshore partner in India as well as progressing automation opportunities.


You’ll will manage employee queries via the JLR ticketing system for questions raised by email and via the People Portal.  You’ll also manage escalated queries which come through from the JLR HR Virtual Assistant AskHR – questions which have not been programmed to be answered by the virtual assistant.


Key Accountabilities and Responsibilities


•    Assisting with employee queries to ensure all transaction and administrative processes are executed accurately and in line with the relevant service level agreements.
•    Answering all incoming queries within a specified time to ensure Service Levels are met
•    Utilising active questioning skills to understand the root cause of the employees' questions and escalate to the relevant Tier 2 team or Contact Centre Consultant team as required if the question resolutions exceeds a transactional or policy awareness requirement.
•    Ensuring employee return to work (RTW) interview documents are validated against the attendance management process and alerting managers where an RTW document has been completed incorrectly.  
•    Contributing to the continuous improvement of HR systems and practices by raising issue & improvement tickets within the system (SAP C4S) 
•    Managing operational workload to ensure all Contact Centre processes are executed accurately as per the service level agreements
•    Undertaking any other work as directed by their line manager in connection with their job as may be requested 


What You’ll need


•    Previous experience of working in HR Customer Service role 
•    Experience of processing high volume HR queries at speed and with accuracy
•    High computer literacy and ability to learn quickly to navigate a number of different IT platforms




Bring all this to the home of premium innovation, and you’ll find the opportunities to further your career with a world-class team, a discounted car purchase and lease scheme for you and your family and membership of a competitive pension plan.  All this and more makes Jaguar Land Rover the perfect place to continue your journey. 

This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At Jaguar Land Rover, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage.

Please be aware that we may close this vacancy for applications before the stated deadline if we receive a high volume of interest. We strongly advise you to submit your application as early as possible.

Jaguar Land Rover is committed to equal opportunity for all.


At Jaguar Land Rover, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work, and reach their full potential.


Find out what to expect at each stage of the process along with some hints and tips.

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We look after our employees by offering a host of benefits and investing in their talent through award-winning training.

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