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About Us
We are a small team of 8 People Services Advisors. If you want to be a part of a team that is fun, flexible, and dynamic, this is the team for you!
About LGSSC
Liberty Global Shared Service Centre (LGSSC) acts as a central specialty service supporting the wider Liberty Global group with specialisms in areas of Finance, Accounting, People, Legal & Systems. This central team supports a number of businesses across the Liberty Global footprint including Virgin Media.
About Liberty Global
It is an exciting time to join us on our journey as we continue to grow our services, offering a wide range of opportunities to experienced talent who embrace a culture of change and collaboration.
Liberty Global is one of the world’s leading converged video, broadband, and communication companies, with operations in six European countries under the consumer brands Virgin Media, Telenet, and UPC.
Why Join Us?
We’re always looking for great talent that wants to Grow With Us.
If you’re the kind of person who embraces change, challenges the status quo, and has a “sky’s the limit” attitude, then our place is your place. Come and join us!
Job Purpose
To deliver high quality and consistent Employee Services advice, support, and resolution to all employees, people managers, and outside parties across the end-to-end employee lifecycle spectrum, through the application of People/Shared Services policies and procedures with the purpose of making LGSSC a great place to work and delivering a great experience to our employees, in a way that improves their effectiveness day-to-day.
Key Accountabilities
Performance and Customer Services Delivery
- Deliver a quality, consistent, compliant, and professional service to all employees
- Resolve day-to-day employee and line manager service enquiries, issues, and complaints, identifying and escalating any issues and incidents as appropriate
- Ensure that all employee data is entered into associated Employee Services systems in a timely, accurate, and consistent manner, to agreed standards and targets
- Create and maintain documents, records, and data to agreed procedures and standards
- Ensure the contact management system reflects the nature of the query to ensure a high level of People/Shared Service satisfaction
- Action workflow requests in a timely and consistent manner
- Liaise with employees, managers, people team as required and to ensure smooth operation of transactional services and advice
- Ensure a high level of confidentiality is maintained in all aspects of work
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Process Management
- Ensure all corporate policies, standards, and agreed People/Shared Service processes are understood by employees, customers, and people team, rectifying any non-conformances as appropriate and making approved amendments where necessary
- Engage the employee and line manager on the right guidance process, signposting them and walking them through the right templates, materials, etc. to increase their understanding and capability to self-serve
Continuous Improvement
- Understand the needs of employees, line managers, and people team (internal and external) and continuously seek to improve people service
- Understand all relevant performance indicators and use performance information to continually improve services
- Contribute towards the overall LGSSC strategy, with a view to identifying means of improving performance. Assist in reviewing business processes as necessary.
Coaching and Training
- Coach and mentor any new colleagues
- Deliver training to new starters within the team
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Knowledge & Experience
PREFERRED EDUCATION/ QUALIFICATIONS:
- Must have a minimum L3 CIPD qualification
- An understanding of the HR employee lifecycle
- An interest in understanding employment law, its application, and best practice
- Strong telephone and email communication skills, capable of delivering advice, guidance, and managing challenging conversations over the phone at pace
- Experience of providing relevant advice on policy and process to line managers and employees is desirable
Skills & Abilities
- Managing stakeholder relationships - Engages stakeholders effectively, resolving issues first time and understanding drivers/needs
- Relationship Management - Ability to build and establish effective relationships in order to elicit information from key individuals and take ownership to effectively case manage
- Customer Service - Able to make sound decisions based on a broad view of the situation within an employee services environment. Able to take a holistic view of the customer journey. Deals with confidential or sensitive issues discreetly. Able to deliver to deadlines and manage conflicting work requirements
- Communication and presentation – Confident, articulate, and comfortable providing support. Ability to listen, understand, and interpret information over the phone and online via email
- Team working - Be a team player with the ability to motivate and work alongside others (remotely for the majority of time) and share best practice.
- Literacy and Numeracy – A high level standard of literacy and numeracy
Equal Opportunity Employer
Liberty Global is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people.
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