People Supporter HR contact centre - National Trust : Job Details

We’re recruiting a People Supporter to join our team at the National Trust.

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, recruitment to absence and 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 encounter.

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’ll be an expectation for you to attend the office 2 days a week. However, there’s flexibility on where you’re based at other times. You’ll be required to work at a National Trust location for 40-60% of your working week. This’ll be discussed in more detail at interview.

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 take a proactive approach to owning and resolving the queries and issues that they face.

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.

You can view the full role profile for this role in the document attached. You don't need to have all 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. But we'd love to hear from you if you have: 

• A good understanding of People policy and procedures and willing to learn.
• Well-developed interpersonal skills utilised in a high-volume contact centre environment. 
• Good IT skills and experience of using an HRIS (Oracle or similar).
• High attention to detail and the ability to interpret data
• Ability to find solutions and use established processes to find pragmatic answers
• Experience of providing People advice and guidance to a range of levels of managers and employees
• Process/service improvement experience

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.