Operations and Recruitment Administrator - Worklink - 95873 - Band 400

Job Summary

Worklink is the University of Birmingham’s on campus student casual work agency. The purpose of this role is to support Worklink in developing and maintaining a student casual work service, working to place students across a range of University departments and roles on campus and provide end-to-end administration support for student casual workers. 

The post-holder will provide end-to-end service administration support within the Worklink Team.  You will ensure that advice and guidance provided are professional and customer focused at all times within our agreed service standards. This role will operate from within an integrated casual work service, structured with a lean cell model to enable focused tasks and embedded knowledge which supports colleagues across our community, to better meet the needs of the University.  Within this structure there are recruitment, customer service and joiners and DBS functions which cover the end-to-end customer and hiring manager journey. The post holder will be flexible to work within each of these functions as work priorities change. 

The role will involve liaising with a range of University stakeholders, usually being the first point of contact for customers so a professional and customer service focused outlook is required. The post holder will be involved with all aspects of student casual recruitment and this will involve liaising with hiring managers, HR, Payroll, students and other stakeholders. 

This exciting role requires the ability to work both as part of a team and independently in a fast paced environment, using initiative, decision making skills and working to set deadlines. 

Main Duties

To convert University student staffing requirements into efficient and effective recruitment and resourcing solutions using the most appropriate processes and resources:

•    With the support of the Worklink leadership team, manage recruitment systems and processes, including job advertisements, registering candidates, issuing casual work offers to workers and all associated documentation and payroll processing of casual workers. 
•    Be responsible for self-allocation of workload utilising the service portal, ensuring that the response service standards are met.
•    Provide cover for both the reception area of Worklink and the telephones between 9am and 5pm, ensuring that all visitors are greeted and all telephone calls are answered
•    Effectively and efficiently, respond to email, telephone and face-to-face queries in a professional manner, taking responsibility for resolving queries and escalating appropriately. 
•    Working collaboratively with the Worklink leadership team and other team members to ensure all deadlines are met in relation to the recruitment and payment of casual student workers, supporting other functions as required. 
•    Ensure full compliance with employment legislation in relation to the engagement of students and verification of Right to Work documents.
•    Ensure full compliance with University of Birmingham’s internal policies and procedures.
•    Process casual assignments taking into consideration student weekly working hour restrictions, employment legislation and student status.
•    Processing of DBS checks and DBS risk assessments. 
•    Maintain recruitment records and data to support resource planning, costing and operational management.
•    Liaise with stakeholders including hiring managers, HR and Finance teams, Payroll and Student Services.
•    Work in partnership with other Worklink colleagues to ensure recruitment best practice is achieved
•    Work collaboratively with both the Admin coordinator and team colleagues in the prioritisation and handling of workloads, supporting others within Worklink and the wider casual work function as required
•    Deal with a full range of transactional work including but not restricted to responses to queries, production and chasing of casual work offers, processing new and ending casual work assignments, onboarding etc. 
•    Carry out any other duties as may be reasonably required for the delivery of the Worklink service.

Support Hiring Managers, students and other customers using the Worklink service
•    Be a point of contact for hiring managers before, during and after recruitment campaigns.
•    Develop sound customer relations, taking the time to understand needs and manage expectations.
•    Take responsibility for investigating, resolving queries and delivering a customer response even when wider support or expertise is required.
•    Attend Open Days and Induction events to promote the Worklink service to students. 
•    Resolve pay queries, advise on employment legislation and sign post students to other services as required.

Employment Legislation
•    Responsible for ensuring full compliance with employment legislation. Including:

            o    Completing Right to Work checks
            o    Ensuring working hours are kept within weekly limit when processing casual work assignments
            o    Checking student statuses
            o    Communication of employment legislation to hiring managers and students
            o    Escalation of any non-compliance issues

Support Worklink leadership team with Casual Recruitment
•    Provide front line advice and guidance on recruitment best practice including attraction strategies, timescales, assessment processes, employment legislation and pay rates.
•    Manage proactive recruitment and selection campaigns including shortlisting, conducting telephone interviews and organising assessment centres when required.

Self    
•    Contributes to regular team meetings, 1-1's and performance reviews ensuring that own skills are aligned to team, department and University requirements
•    Provide support and cover for other Worklink team members during demanding work-loads and absence as part of own personal development

Strive to improve performance through process improvement and change
•    Ensure own activity meets agreed SLAs, milestones and KPIs taking appropriate corrective action where required
•    Prioritise own work load and monitor the activities of work ensuring timely completion  
•    Audit own performance and quality against targets and policy requirements and take ownership to implement appropriate corrective action when required
•    Suggest improvements to Worklink processes and policy where necessary, and once approved implement improvements

Person Specification

•    Experience of operating in a front facing customer service role.
•    Experience of working in a recruitment role.
•    A strong customer service focus and proactive approach to resolve queries. 
•    Excellent communication skills, both written and verbal, and ability to adapt to a diverse range of customer groups (students, non-students, departments and schools, academics and employees, including senior managers).
•    Ability to work independently and manage own workload, including reacting to ever changing priorities within a fast-paced environment.
•    Excellent organisational and administrative skills.
•    Excellent IT Skills including Microsoft Office, and ability to learn new software and processes.
•    A proactive and innovative approach to problem solving, and ability to identify improvements to existing processes.
•    Proven ability to work professionally while under pressure to meet deadlines, and to be adaptable and flexible when faced with change.
•    Excellent attention to detail.
•    A team-working ethos and ability to flexibly meet team objectives.
•    Understanding of current Employment Legislation and the UK Higher Education.
•    Resilience when working under pressure.
•    Minimum GCSE (or equivalent) Grade C in English and Mathematics.
•    Able and willing to work flexibly. Normal office hours are between 8:30am and 5pm Monday to Friday, however some evening work will be required during peak periods, and occasionally events take place at weekends. This includes taking annual leave outside of the business critical period that runs from mid-September to December.

Shortlisted candidates will be required to complete a work-based test and competency-based interview as part of the process.

We value diversity at The University of Birmingham and welcome applications from all sections of the community’ 

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