Colleague Services, HR SME

Colleagues are the heart of BT Group and BT wouldn't be the same without them and that is why this role matters. You will be the Subject Matter Expert to complete HR processes, and transactions and generally support our colleagues through the whole colleague lifecycle. The purpose of this role is to provide an invaluable service to our colleagues in BT and delivering high-quality HR advice and support with outstanding colleague excellence. You will be one of HR Services Subject Matter Experts (SME), responsible for providing advice to colleagues for queries received, including those with increased complexity and support in resolving any escalations. This could be via case management system, inboxes, emails, SharePoint, front door applications, Workplace site or other channels. As a SME you will be involved in resolving issues that do not always have a standard process to follow. You would need to pull on your knowledge and skills to resolve, while aiming to understand our colleague's priorities and use knowledge & experience to create the right solutions for them. This role requires you to support teams, as well as support your Team Leader. You will manage escalations & exceptions and be the point of contact for the business area you support, check through any errors, and solve issues along the way. A SME plays a large part in contributing to the wider HR Transformation agenda by always applying a continuous improvement lens to the work completed. You will have the opportunity to support all areas of BT Group:

• Openreach
• Consumer (including EE & PlusNet)
• Networks
• Digital
• Corporate
• BT Business
You will create great working relationships with & build specialist knowledge. Allowing us to deliver an even better colleague experience. What You'll Be Doing
• A trusted colleague, providing consistent, high-quality service while being flexible to work across boundaries.
• Supporting your team leader in driving operational success.
• Identifying and highlighting trends to support continuous improvement.
• Reviewing current processes and implementing improvements to enhance efficiency.
• Monitoring standards, addressing shortcomings, and working on solutions to prevent them in the future.
• Supporting your colleagues with a coaching mentality.
• Participating in the design and provision of solutions for insight-driven improvements.
• Regularly conducting quality checks of workstreams and providing training or coaching when required.
• Ensuring your skills and experience are maintained across workflows and systems, with a focus on self-improvement.
• Supporting our offshore colleagues in GBS to ensure effective collaboration and a winning combination.
  
  Confidentiality: Understand the need for confidentiality of colleagues' data at all times
• Collaboration : Work effectively and efficiently with colleagues to deliver a first-class service, be seen as personable & support each other to achieve SLAs & overcome problems with a coaching mentality
• Continuous Improvement: To continually look at ways of improving process and procedures within the HR function.
• IT Competency: Able to learn how to use internal systems quickly and efficiently.
• Colleague Experience: Delivering a service which goes above and beyond our colleagues' expectations. Showing your colleagues how important they are by always interacting in a positive way.
• Problem Solving: Ability to unpick issues by identifying the cause and proposing a solution.
• Communication: The ability to clearly articulate, both in writing and verbally, advice or a resolution in a way that our customers will understand.
  
  BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. We value diversity and celebrate difference. 'We embed diversity and inclusion into everything that we do. It's fundamental to our purpose: we connect for good.' We all stick to the same values: Personal, Simple, and Brilliant. From day one, you'll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won't be alone: we'll be there with help and support, learning and development. This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

At BT, we entertain, educate, and empower millions of people every single day. We're a brand built on connecting people - whether that's friends, family, businesses, or communities. Working here, you'll receive an attractive salary and a range of competitive benefits, but - more than that - you'll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.
• 22 days annual leave (plus bank holidays)
• Generous pension scheme
• BT Share Plan
• Discounted BT products including TV, Broadband and Mobile
• Flexible working arrangements