Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Job Title: People Support Administrator

Location: Warwick/Mondays and Tuesdays on site

Contract Type: 6 months

Role Purpose

To act as the first point of contact for employees and external providers, delivering high-quality customer service and administrative support across a range of People Support activities. This role is focused on ensuring a positive employee experience through effective query resolution, accurate administration, and proactive support across onboarding, offboarding, payroll, benefits, recruitment, and employee records.

The role involves handling employee enquiries through multiple communication channels including phone, live chat, and ticketing systems, resolving issues efficiently and empathetically, maintaining accurate records, and supporting key business processes. The successful candidate will contribute to continuous improvement initiatives while ensuring compliance with company policies, procedures, and data protection standards.

Key Responsibilities

• Act as the first point of contact for employee and external provider queries, delivering professional, timely, and customer-focused support.
• Provide administrative support across a range of People Support functions including onboarding, offboarding, payroll, recruitment coordination, employee benefits, and general HR administration.
• Respond to and manage enquiries through phone calls, live chat, email, and ticketing systems, ensuring issues are resolved within agreed service levels.
• Maintain and update employee records accurately within HR systems and internal databases.
• Support the administration of employee time and attendance records, ensuring accuracy and compliance with company procedures.
• Assist with annual business activities including salary review processes, benefits administration, and employee communications.
• Investigate and resolve employee queries relating to systems, policies, processes, and general People Support matters.
• Escalate complex or unresolved cases appropriately, ensuring clear and accurate documentation is maintained.
• Support complaint handling and difficult conversations professionally and empathetically to achieve positive outcomes.
• Identify recurring issues and recommend improvements to processes, systems, and employee guidance materials.
• Assist in maintaining and updating knowledge base articles and self-service resources to improve employee self-service capability.
• Ensure all activities are completed in line with company policies, GDPR, confidentiality, and data protection requirements.
• Work collaboratively with internal teams and external providers to ensure a seamless employee support experience.
• Carry out additional administrative and support duties as required by management.

Skills & Capabilities

• Strong customer service and administrative experience within a fast-paced environment.
• Excellent communication skills, both written and verbal.
• Ability to manage multiple tasks and prioritise workload effectively.
• Strong attention to detail and accuracy in record management and data handling.
• Confident handling employee queries and resolving issues professionally and empathetically.
• Good problem-solving and organisational skills.
• Experience using HR systems, ticketing platforms, and Microsoft Office applications.
• Ability to work collaboratively across teams and build positive working relationships.
• Understanding of confidentiality, data protection, and GDPR principles.
• Comfortable working with processes, procedures, and service level agreements.
• Proactive approach to continuous improvement and enhancing customer experience.
• Adaptable and flexible with changing business needs and priorities.

Experience & Qualifications

• Previous experience in customer service, administration, HR support, employee services, or shared services environments.
• Experience working with HR systems or case management/ticketing systems is desirable.
• Experience handling employee queries, complaints, or administrative processes.
• Good understanding of data protection and confidentiality requirements.
• Experience in a high-volume support environment would be advantageous.
• Knowledge of payroll, onboarding, recruitment, or employee life cycle administration is beneficial but not essential.

Apply now!

Please be advised: if you haven't heard from us within 48 hours, then unfortunately your application has not been successful on this occasion. We may, however, keep your details on file for any suitable future vacancies and contact you accordingly.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.