2 jobs found

HR Consultant 12-Month Contract 25 per hour Hybrid - 2-3 days per week in the Whitley office, Coventry The Opportunity My client is seeking an experienced HR Consultant to join a dynamic HR Direct Contact Centre team on a 12-month contract . This is a hybrid role, combining remote working with 2-3 days per week on site at the Whitley office . As the first point of contact for employees and managers, you'll play a critical role in delivering accurate, timely, and employee-focused HR guidance across a wide range of people-related queries. If you enjoy fast-paced environments, problem-solving, and making a direct impact on employee experience, this role offers the perfect platform. The Role Working within the HR Direct Contact Centre, you will manage and resolve HR queries covering areas such as recruitment, performance, reward, absence, and employee relations. Queries are received via email, portal, and virtual assistant, with outbound calls made where deeper discussion is required. You'll also support daily operational activity, including absence reporting and managing inbox queries, ensuring all interactions meet agreed service levels and quality standards. Key Responsibilities Act as the first point of contact for UK-based employees and managers on HR policies and procedures Diagnose queries effectively, identify relevant policies, and guide employees and managers on correct application Coach managers using sound employment law knowledge to ensure consistent and compliant decision-making Manage HR cases through to resolution within service level agreements Respond to enquiries via email, portal, virtual assistant, and outbound calls where required Build rapport and trust to fully understand and resolve employee issues Maintain strong working relationships across the wider HR community and business Support operational delivery of transactional and administrative HR processes Contribute to the development, maintenance, and deployment of HR policies Pull and manage absence reporting and oversee non-employee query inboxes Work collaboratively within the HR Direct team to deliver a high-quality service Knowledge, Skills & Experience Essential Proven experience in an HR advisory or employee relations role Strong generalist HR knowledge, including disciplinary, grievance, absence, and performance management Good working knowledge of UK employment law Excellent written and verbal communication skills Degree-qualified or equivalent practical HR experience Strong IT skills, particularly Microsoft Word, PowerPoint, and Excel Desirable Experience working in a high-volume HR Contact Centre Stakeholder management and process improvement experience Project management experience (planning, risk management, delivery) Experience using HR systems such as SAP and SuccessFactors Familiarity with ticketing systems (e.g. Cloud for Service) Experience managing chat or virtual assistant escalations About You Results-driven and resilient, with the ability to perform under pressure A natural problem-solver with a pragmatic, solutions-focused mindset Confident communicating complex information clearly and empathetically Organised, proactive, and capable of balancing short-term priorities with long-term thinking A collaborative team player who builds credibility and trust quickly If you're an HR professional who thrives in a fast-moving, employee-focused environment and enjoys delivering high-quality advisory support, this contract role offers an excellent opportunity to make a real impact.

Job Title: Support Ticket & Case Escalation Consultant Location: Hybrid, Farnborough (3 days in office) Salary: Competitive Job type : Full time, Permanent Working Hours: 40 hours per week, Monday-Friday Application Deadline : 22nd May 2026 At rpc UK, we partner with leading automotive and retail organisations to drive performance across their networks. We are looking for an insight-driven professional to support ticket management, escalation handling, and continuous improvement initiatives for our client operations. You will play a key role in enabling our clients to reduce support demand, resolve issues faster, and build more resilient support processes across their network. This role combines operational excellence with advisory capability leveraging data, retail insight, and stakeholder collaboration to enhance service performance, resolve systemic issues, and reduce support demand across the network. Key Responsibilities: Oversee and optimise the management of support tickets within UK local queues, with a focus on Business and Financial Services within a retail network. Ensure full visibility and ownership of ticket pipelines, including cross-functional dependencies, to drive timely and effective resolution. Apply a structured, performance-driven approach to prioritisation and workload management, aligned to client SLAs and business objectives. Own the end-to-end escalation process, ensuring high-priority issues impacting retailer performance are resolved swiftly and effectively. Act as a key interface between retailers, central support teams, and client stakeholders-facilitating clear communication and alignment. Proactively identify escalation patterns and advise on preventative measures to minimise future disruption. Strengthen collaboration across the support ecosystem to improve responsiveness and accountability. Analyse support ticket data to uncover trends, recurring issues, and performance gaps across the retail network. Translate insights into clear, actionable recommendations that support both operational and strategic decision-making. Contribute to the development of guidance, training materials, and process enhancements to improve retailer capability and reduce ticket volumes. Support wider performance initiatives aligning with European targets and driving measurable impact in the UK market. About you: Key Skills & Experience: Experience in a consulting, advisory, or performance improvement role, ideally within automotive and customer support environments Strong understanding of support operations and the challenges faced by frontline teams Excellent stakeholder management skills, with the ability to influence both clients and internal teams Analytical mindset with the ability to convert data into meaningful business insights Structured problem-solving approach with a focus on delivering measurable outcomes Strong communication and presentation skills, with a client-centric mindset Benefits: Private Healthcare Medical Cash Plan Life Assurance Please click APPLY to submit your CV and Cover Letter for this role. Candidates with the experience or relevant job titles of; Case Escalation Specialist, Support Ticket Assistant may also be considered for this role.