HR Services Coordinator (Ref: 21562)

Job summary

Job description

Job Title: HR Services Coordinator

Grade: EO

Business Group: People Group

Contract Type: Fixed Term – 24 months

Directorate: MOJ People and Capability

Team: Service Improvement and Assurance

Location: National

People & Capability Group

People and Capability is here to support the organisation by enabling its people to be the best that they can be. We are continuously reviewing and enhancing the services we provide across the Ministry of Justice (MoJ) to ensure the delivery of high-quality services for our customers.

As a department, we are going through a period of significant transformation and our people services are at the forefront of enabling that change. MoJ People and Capability is a team of 1,400 committed and capable professionals delivering people services across the Justice family. At the heart of delivering these services, are our people.

Information about the MoJ and its priorities can be found at www.gov.uk/government/organisations/ministry-of-justice/about

About the Role

This is a non-operational role based at 102 Petty France or a National MoJ office location, undertaking specific work to support the effective running of the MOJ People & Capability, People Services and the efficient coordination of a range of outsourced human resource services we have responsibility for delivering to employees of the Ministry of Justice.

The role is line managed by a Band B within the function and requires occasional national travel to meet with stakeholders, suppliers and other departments. The role works across multiple HR Services workstreams and may receive direction from a range of managers within the function.

This role has no line management responsibility.

The HR Services Coordinator role provides support and coordination of a range of outsourced human resource services & contracts under the responsibility of the MOJ People & Capability Group. Outsourced services this role helps coordinate include but are not limited to: Shared Services, Occupational Health, Employee Assistance Programme (EAP), Employee Benefits, Ill Health Retirement (IHR), and Business Travel and Agency Workers.

The post-holder will be required to manage their own work and to work without close supervision and may work in a different geographical location from their manager.

The post holder will support the coordination and continuous improvement of HR Services delivery, ensuring queries, issues and requests are managed effectively and resolved in a timely manner.

Main Activities / Responsibilities

The job holder will be required to undertake the following duties and responsibilities:

The post-holder is required to make adjustments to daily tasks/work based on urgent incoming work and be able to prioritise and complete work accordingly.

The outsourced human resource services and contracts this role will be primarily involved with (but may vary over time) include working with one or several of the following: payroll and support services provider, Ill Health Retirement services (including a number of suppliers who deliver these IHR services), Occupational Health and EAP (including psychological support services, Employee Benefits services, Business travel (air, train and hotels for staff), Vehicle Hire services, Agency Worker services, the HR Services Portal (ServiceNow) and agency workers. The post holder will support the effective coordination of these services by managing enquiries, escalating issues, maintaining records, liaising with internal and external stakeholders, and contributing to continuous service improvement.

The job holder will be required to carry out the following responsibilities, activities and duties:

General

• Confidently manage and coordinate the function’s shared mailboxes in line with agreed processes / protocols ensuring all work is completed in a timely manner. This includes scrutinising emails, checking rules/processes/policies and precedents and apply these to particular circumstances to decide what action to take. Action often includes escalating the email to the responsible third-party suppliers as necessary, case managing the email and close the case when satisfactorily resolved.
• Manage and coordinate HR Services queries, cases and requests through to resolution, ensuring stakeholders are kept informed and appropriate records are maintained.
• Manage the effective handling of official correspondence in line with agreed processes / protocols, including drafting responses for senior managers and case management of communications and queries until resolved.
• Coordination of meetings between various internal and external stakeholders, including management of electronic calendar invitations and providing support during meetings by taking minutes and updating Action Logs and other meeting documentation.
• Develop and keep maintained contacts lists and distribution lists for communication activities and projects and confidently take these forward autonomously – reporting progress to senior managers.
• Develop and maintain effective working relationships with internal stakeholders and external service providers, supporting the resolution and escalation of service-related queries and issues where required.
• Develop a working knowledge of online systems related to HR related contracts and the regulations which govern them (e.g. data protection) in order to provide guidance and advice to internal stakeholders and action system-based requests independently (e.g. setting user account permissions to the correct levels as defined by Senior Managers).
• Carry out project and business change coordination and support tasks and maintain registers, trackers and associated documentation.
• Support the production, analysis and maintenance of management information, reports and data requests to support decision making and service delivery.
• Complete payment assurance tasks, including checking supplier invoices and escalating any discrepancies in line with agreed processes.
• The post-holder will also be required to provide cover for other HR Services Coordinators during periods of leave, including organising handover activities autonomously.

Specific

Working closely with the relevant senior manager in the team and relevant contracted third-party suppliers, the post-holder is required to:

• Coordinate our management of the delivery of payroll and support services.
• Coordinate our management of occupational health, employee assistance, psychological support, ill health retirement and associated services.
• Coordinate the management of employee benefits services and associated supplier queries, ensuring issues are tracked, investigated and resolved in a timely manner.
• Coordinate and manage delivery of a new process for staff retirements on the grounds of ill health to make sure that staff going through this process have their applications handled efficiently in line with set policy and procedures in a timely manner.
• Coordinate our management of the delivery of business travel, vehicle hire and agency worker services.
• Coordinate our management of any “in house” services (not outsourced).

The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The Job holder is expected to accept reasonable alterations and additional tasks of