HR Support (Level 3)

Business understanding

Understands the structure of the organisation; the products and services it delivers; the external market and sector within which it operates; where their role fits in the organisation; the ‘Values’ by which it operates and how these apply to their role.

HR Legislation and Policy

Basic understanding of HR in their sector and any unique features. Good understanding of HR legislation and the HR Policy framework of the organisation. Sound understanding of the HR Policies that are relevant to their role. Knows where to find expert advice.

HR Function

Understands the role and focus of HR within the organisation; its business plan / priorities and how these apply to their role.

HR Systems and Processes

Understands the systems, tools and processes used in the role, together with the standards to be met, including the core HR systems used by the organisation.

Service Delivery

Delivers excellent customer service on a range of HR queries and requirements, providing solutions, advice and support primarily to managers. Builds managers’ expertise in HR matters, improving their ability to handle repeated situations themselves where appropriate. Uses agreed systems and processes to deliver service to customers. Takes the initiative to meet agreed individual and team KPIs in line with company policy, values, standards. Plans and organises their work, often without direct supervision, to meet commitments and KPIs.

Problem solving

Uses sound questioning and active listening skills to understand requirements and establish root causes before developing HR solutions. Takes ownership through to resolution, escalating complex situations as appropriate.

Communication & interpersonal

Deals effectively with customers/colleagues, using sound interpersonal skills and communicating well through a range of media eg phone, face to face, email, internet. Adapts their style to their audience. Builds trust and sound relationships with customers. Handles conflict and sensitive HR situations professionally and confidentially.

Teamwork

Consistently supports colleagues /collaborates within the team and HR to achieve results. Builds/maintains strong working relationships with others in the team and across HR where necessary.

Process improvement

Identifies opportunities to improve HR performance and service; acts on them within the authority of their role.  Supports implementation of HR changes/projects with the business.

Managing HR Information

Maintains required HR records as part of services delivered. Prepares reports and management information from HR data, with interpretation as required.

Keeps up to date with business changes and HR legal/policy/process changes relevant to their role.  Seeks feedback and acts on it to improve their performance and overall capability.

Honesty & Integrity

Truthful, sincere and trustworthy in their actions. Shows integrity by doing the right thing. Maintains appropriate confidentiality at all times.  Has the courage to challenge when appropriate.

Flexibility

Adapts positively to changing work priorities and patterns when new tasks need to be done or requirements change.

Resilience

Displays energy and enthusiasm in the way they go about their role, dealing positively with setbacks when they occur. Stays positive under pressure.