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Date: Wed, 21 Dec 2016 11:13:30 +0000
From: Sarah Stainton <sarah@sarahharvey.com>
To: Diana Thomas <ladydiana112@yahoo.com>
Subject: HR Co-ordinator role with Jaguar Landrover Order no 31452
Organization: Sarah Harvey Ltd
In-Reply-To: <20161218203336.62E3740DFE@app03>
References: <20161218203336.62E3740DFE@app03>
Message-ID: <2891226f8c37e9dff1c26301a21cc22c@sarahharvey.com>
X-Sender: sarah@sarahharvey.com
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Hi Diana

It was good to speak to you this morning...at last!
Please see below the job specification for the HR consultant role order 
number 31452 with JLR.  Please can you reply to this email to confirm 
that you are happy for me to put you forward?  Please can I also have 
your date of birth to be able to put you on their system?
As discussed, I will also need to see a copy of your right to work in 
the UK.

Regards

Sarah

Division: Human Resources
Location: 10 - Whitley(WHIT)
Position Description:
The Opportunity Acting as an integral member of the HR Direct team, you 
will be responsible for providing front line HR support to Jaguar Land 
Rover employees across the UK and International HR Managers. You will be 
responsible for providing consistent and best practice HR advice whilst 
adhering to SLA¿s and maintaining good customer satisfaction feedback. 
This role is at the front end of the new HR Direct service that has 
recently been launched and is a great opportunity for an individual 
wishing to progress with their HR career.
Skills Required:
3 KEY SKILLS REQUIRED: 1)HR generalist experience 2)Ability to work in 
a fast paced environment, working with a proactive approach to change 
3)Excellent communication skills - spoken and written
Skills Preferred:
Key Performance Indicators 1)Speed of Answer of Telephone Enquiries to 
Contact Centre 2)First Contact Resolution of Tickets received by Contact 
Centre 3)Considered responses given to Email and Portal responses 3)Case 
Resolution to Tickets received Key Accountabilities and Responsibilities 
1) Is first point of contact for customer, answering customer queries 
(telephone and email) on policy and procedures 2)Responsible for 
building rapport with customers, accurately understanding customer 
query, and delivering excellent service to customers by dealing with as 
many customer queries as possible on first contact 3)Executes 
transactions on behalf of the employee 4)Triages customer requests and 
queries, applying judgement to hand over complex queries to the complex 
query management team or specialist queries to Professional Services 
5)Effectively utilises the ticketing tool by creating, accurately 
recording and managing customer requests 6)Promotes the use of customer 
self service by coaching customers to utilise portal 7)Responsible for 
documenting and escalating issues and problems as they arise 8)Redirects 
non HR queries as required 9)Undertake any other work as directed by 
their line manager in connection with their job as may be requested from 
time to time Key Interactions 1)All Jaguar Land Rover UK employees 
2)Trade Unions 3)International HR Managers 4)Other supporting functions 
i.e. Payroll, Business Protection, IT, Company Vehicles, Manpower 
5)Other HR functions ¿ HRBP, CoE 6)Internal HR Direct teams ¿ Tier 1 
Service Operations and Tier 2
Experience Required:
Essential: 1) Excellent communication skills ¿ both spoken and written 
2) Strong generalist HR experience of at least 3-4 years including 
working knowledge of key HR practices such as disciplinary, grievances, 
absence management and recruitment 3) Strong ability to organise self to 
ensure prioritisation of workload to meet SLA¿s 4) Ability to work in a 
fast paced environment with a proactive approach to change 5) Relevant 
degree or equivalent experience preferred 6) IT Literate including 
strong working knowledge of Microsoft Word, PowerPoint and Excel
Experience Preferred:
Desirable: 1) SAP Proficient including use of PB, PA and PPOSE 2) 
Working knowledge of ticketing systems ¿ preferably CloudforService 
(C4S)
Education Required:
CIPD qualified or working towards qualification

Sarah Stainton
Senior Consultant
Sarah Harvey Ltd
37 Chandos Street,
Leamington Spa
CV32 4RL
Tel 01926 450545