Officer - People, Enquiries & Advice
Organisation: The National Trust for Scotland
Salary: £24,252 - £25,877 pro-rata, per annum
Who we are
We’re a forward-looking People Department that supports our organisation’s Strategy through support for our volunteers (2300) and employees (1200) – whether as individuals or as managers. Our organisation can seem complex since its workforce is deployed all across mainland- and island-Scotland, in all sorts of workplaces (from cottages to castles, mansions to mountains, gardens to great estates, tearooms, shops, offices – and everything in between), but our work aims to be fair and consistent no matter where and who our people are. We strive to make people processes simple and accessible so that our people can just “get on with the job” but be robust enough to give meaningful management information to help with strategic and tactical development and decision-making. We enjoy connecting with each other for our work and for social activity: we take our work very seriously, but we like to have fun too.
What this job is about
The job focusses on three key areas:
1. It actively promotes the use of self-service products for managers/individuals to self-serve to address most day-to-day enquiries relating to people (volunteer + employee) life-cycle matters or ad hoc issues;
2. It delivers a first-contact/front-line ‘service desk’ for people management enquiries which cannot/have not been addressed through self-service products, triaging and distributing enquiries to the relevant sections/individuals within the wider People Department;
3. It provides general administrative support to the Enquiries & Advice team (and as required, the wider People function)
What we want you to be responsible for
Actively promote the use of self-service products for managers/individuals to self-serve to address most day-to-day enquiries relating to people (volunteer + employee) life-cycle mattersor ad hoc issues. This will include, for example:
o Static online self-serve products such as the A-Z, FAQs, links to other (external) useful materials;
o Interactive online self-directed learning products;
o Learning products (“toolbox talks”) and supporting materials that can be downloaded and used by managers/teams/individuals to increase their capability to self-serve.
As required, participate in the development of these products.
• Deliver a first-contact/front-line ‘service desk’ for people management enquiries which
cannot/have not been addressed through self-service products, that triages and distributes enquiries to the relevant sections/individuals within the wider People Department. This will include, for example;
o Face-to-face/telephone interactions to:
re-direct to self-serve, or
respond using scripts and FAQs, or
giving low-level immediate advice, or
direct to the relevant section/individual in the wider team;
o Logging and analysis of incoming queries to identify ‘hot-spots’ (whether by topic or organizational unit) to help the Lead Consultant shape products and/or inform wider organizational development/effectiveness.
• As an active user, support the general maintenance of the Trust’s HRIS such that its data is accurate and reliable, and it seamlessly drives and reflects people transactions and management information (MI). This will include inputting data/transactions to support the currency of data within the system.
• As required:
o support general administration of the function, e.g. diary management, meeting arrangements, note-taking, document and file management;
o support devolved projects/activities;
o participate in internal and external meetings
o work collegiately with (particularly) the Policy & Operations function to support any peaks and troughs in their work-load.
• Support Lead Consultant & Consultants with delivering specialist advice that enables managers and individuals to resolve more complex and non-routine/cyclical people issues (in effect, ‘casework’ advice on matters of performance, behaviour, attendance, and family-friendly). This will include, for example:
o Assessing organisational risk of situations and potential solutions with support of Lead Consultant & Consultants as appropriate;
o Guiding individuals and manager to the most appropriate options for resolution – including local and informal resolution ahead of any formal processes Lead Consultant & Consultants;
o Managing any formalised cases with rigour and pace towards a business-acceptable outcome, and ensuring all case administration is documented and up-to-date at any given time with support of Lead Consultant & Consultants;
o Logging and analysing of cases to identify ‘hot-spots’ (whether by topic or organizational unit) to help the Lead Consultant shape products and/or inform wider organizational development/effectiveness.
Application Deadline: Friday 19/08/2022