Serco Plc
ER Advisor
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ER Advisor Hybrid – attached to the Solihull office - Twice a week on site.
Full time, Permanent
Circa £31,000 PA
Here at Serco, we are looking for an ER Advisor who will be the first point of contact for customers ensuring all employee relations inquiries are processed with high levels of service excellence. You will provide ER guidance, covering aspects of the employee life cycle and People Management processes in line with service level agreements and business rules.
As part of this you’ll:
- Provide an ER service to people managers on a range of human resources issues, employee life cycle procedures and policies consistent with employee standards, legislation and guidelines.
- Manage end-to-end and timely closure of employee relations cases (disciplinary, performance, absence, grievance, absence management etc.).
- 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.
- Provide effective advice to ensure that people management policy and guidance are in line with employment law, case law and best practice.
- Work with sensitive data in line with data protection legislation.
- Provide excellent customer service in all interactions with UK Serco employees, partners, alumni and applicants to provide provision of HR guidance and advice.
- Use defined procedures, knowledge base and policies when providing service to the employee/partner. Follow through on commitments and take responsibility to achieve results.
- Proactively reassign complex and problematic cases to the ER Case Managers, to ensure rapid resolution or escalate required issues to the management team.
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What you’ll need to do the role:
- Numerate and literate, with GCSEs 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.
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 considered
- Pension – 6%
- Chance to contribute to innovation in the public services
- A company passionate about diversity and inclusion
- 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, Simply Health Cash Plans, 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.
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A little bit about us:
At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.
Our inclusive recruitment commitment: We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.
Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).
For support with your application, please contact recruitmentuk@serco.com.
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