Junior HR Service Centre Advisor / HR Operations Assistant

Job Description:

Job Title: Junior HR Service Centre Advisor / HR Operations Assistant

Corporate Title: Officer

Location: Chester

Company Overview:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Location Overview:

Find us in the city of Chester, a destination renowned for its culture, history and beauty. Working at Bank of America Chester offers a far-reaching global career for a world‑renowned organisation, whilst being ideally situated against the backdrop of the rolling North Wales hills and the banks of the serene River Dee.

Role Summary

The Junior HR Service Centre Advisor provides first‑line support to employees, former employees, HR colleagues and third parties through telephone, web chat and online enquiry channels. The role focuses on delivering excellent customer service, resolving routine HR and payroll queries and supporting the administration of HR processes while building knowledge and experience within a service centre environment.

Key Responsibilities

Customer Service Support

• Respond to employee enquiries via phone, web chat and online forms, aiming to resolve queries at first contact where possible.
• Escalate complex or sensitive matters to senior colleagues as appropriate.
• Deliver a professional, helpful and customer‑focused service at all times.

HR Administration

• Process employment verification letters and professional qualification applications accurately and within service level expectations.
• Update employee records and maintain clear case notes in HR and case management systems.

HR & Payroll Support

• Provide guidance on basic HR policies, procedures, payroll queries and system navigation.
• Use available knowledge resources to research and answer employee queries accurately.

Team Support

• Contribute to team coverage across phone and web chat schedules.
• Take part in training, knowledge sharing and continuous learning across the team.
• Build knowledge in a designated subject matter area under supervision.

Essential Experience & Skills

• Experience in a customer service, administration or contact centre environment.
• Clear communication skills, with the ability to interact professionally with employees at all levels.
• Good Microsoft Office and general IT skills.
• Careful, accurate approach with good attention to detail.
• Ability to manage workload in a busy service environment.
• Willingness to learn HR processes and systems.
• Ability to work effectively as part of a team while taking ownership of individual tasks.
• Understanding of confidentiality and handling sensitive information.

Desirable

• Previous HR administration experience.
• Exposure to HR systems such as Workday, or case management tools such as Salesforce.
• Knowledge of HR processes within a corporate or financial services environment.

Benefits of working at Bank of America:

UK

• Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your partner
• Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons
• 20 days of back‑up childcare including access to school holiday clubs and 20 days of back‑up adult care per annum
• The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a wellbeing account, travel insurance, critical illness etc.
• Access to an emotional wellbeing helpline, mental health first aiders and virtual GP services.
• Access to an Employee Assistance Program for confidential support and help for everyday matters
• Ability to donate to charities of your choice directly through payroll and the bank will match your contribution
• Opportunity to access our Arts & Culture corporate membership program and receive discounted entry to some of the UK’s most iconic cultural institutions and exhibitions.
• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local community.

Bank of America:

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind‑set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of sex, gender identity or gender reassignment, marital or civil partner status, race, religion or belief, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio‑economic background, responsibility for dependants or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.

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