ER Advisor

Interserve PLC
West Bromwich
08 Aug 2017
19 Aug 2017
Contract Type
Full Time
Position Overview

To provide comprehensive specialist HR advice & guidance to managers and staff on a wide variety of operational employment related issues, ensuring that the service standards and operational performance targets are met.

To be an advocate of Interserve HR policy and practice in support of the Company's values.

To strive for service excellence and work with HR Operations management team to identify and implement service improvements.

Please note from January 2018, employees based at Intersection House, West Bromwich will relocate to our new site, Ingenuity House, Bickenhill Lane, Solihull.


  • Provide 3rd line query handling and specialist HR advice in relation to HR policy, practices & procedures.
  • Proactively manage case work on Salesforce, escalating issues as needed to the ER Specialist or HR Manager Advisory Services.
  • Case management of complex T&C queries, employee relations matters, lifecycle events, redundancies and performance management.
  • Act as the initial point of escalation from the Assistant ER Advisors.
  • Support line managers remotely, with the proactive management of ER cases - advising, influencing and coaching on how to proceed following best practice and ensuring compliance with employment law.
  • Check high risk ER letters before they are issued, including outcome letters. Draft letters when required.
  • Ensure queries and requests from customers are responded to efficiently, accurately and in accordance with the Interserve Support Services policy and agreed service standards.
  • Conduct ER policy reviews and make recommendations for improvement.
  • Create and analyse reports on ER Advisory activity to lead to service improvements.
  • Provide information and recommendations to the ER Specialist and HR Manager Advisory Services to develop and implement new services, policies and procedures.
  • Be aware of the business continuity plan for the part of the business you work in.
  • Works collaboratively as member of the HR Service Centre function to deliver high quality service to customers: regular communication and information exchange required.
  • Build relationships with the wider HR team and highlight significant trends in their business areas.
  • Liaison with ER Specialist and HR Manager Advisory Services for referral of complex/high risk ER cases.
  • Ensure all hard and soft copy personnel records are maintained & secure, complying with obligations under the Data Protection Act
  • Ensure that the HR Service Centre work area is clean, secure and well maintained.

What we are looking for

  • Educated to degree level is highly desirable (this does not have to be a HR degree).
  • CIPD qualified desirable but not essential.
  • Shared service centre experience preferable.
  • Good working knowledge of current employment law.
  • HR advisory experience, a good working knowledge of theory and best practice.
  • Accurate keyboard skills and data entry experience.
  • An understanding of HR systems would be an advantage.
  • Experience or working in a unionised environment preferable.
  • Strong customer service focus, with excellent written and telephone communication skills.
  • Well organised, with ability to work to tight deadlines and excellent attention to detail.
  • Ability to work well in a team and to work on own initiative.
  • Cooperative and willing to assist others.
  • Strong understanding and respect for confidentiality.
  • Proficient IT skills including MS Word, MS Excel and MS Powerpoint.
  • Quality orientation - Shows awareness of goals and standards. Follows through to ensure that quality and productivity standards are met.
  • Action orientation - Demonstrates a readiness to make decisions, take the initiative and originate action.
  • Planning and organising – Organises and schedules events, activities and resources. Monitors timescales and plans.
  • Specialist knowledge - Understands technical or professional aspects of work and continually maintains technical knowledge.
  • Problem solving and analysis - Analyses issues and breaks them down into their component parts.
  • Makes systematic and rational judgements based on relevant information.
  • Interpersonal sensitivity - Interacts with others in a sensitive and effective way. Respects and works well with others.
  • Resilience - Maintains effective work behaviour in the face of setbacks or pressure. Remains calm, stable and in control of themselves.
  • Oral communication - Speaks clearly, fluently and in a compelling manner to both individuals and groups.

Additional Job Board Text

Interserve's vision is to redefine the future for people and places. We are one of the world's foremost support services and construction companies, operating in the public and private sectors in the UK and internationally. We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the UK and is listed in the FTSE 250 index. We have gross revenue of £3.6 billion and a workforce of over 80,000 people worldwide.

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