HR Service Centre

School/Department:                Human Resources

Job Category and Level:         Professional, Administrative & Support; Administrative Officer 3

Hours of Post:                          35 hours per week

The Purpose of the Role 

Human Resources, Trinity College Dublin wishes to appoint a HR Service Centre Supervisor to join the department to manage a comprehensive HR service to the University. 

The HR Service Centre provides dedicated front-line support on HR queries to over 4,000 employees. The role has direct responsibility for managing day-to-day HR Service Centre activities and processes relating to query management and resolution in a timely and professional manner, monitoring SLAs and KPIs, and ensuring excellent customer experience.

The role will have responsibility for the training and development of the Service desk team to the agreed standards of quality and customer service levels.

Context 

The HR Service Centre is responsible for answering queries from across the University on all HR matters, offering an increased level of service to resolve queries as efficiently and effectively as possible while working in close collaboration with other HR teams. The HR Service Centre is a front-facing team which interacts with the College community in-person, over phone and through email. 

At Trinity, we are committed to equality, diversity, and inclusion. We are ranked 3rd in the world for gender equality (Times Higher Education Impact Rankings 2020) and we hold an Athena SWAN Bronze award, recognising our work to advance gender equality. The University is actively pursuing a Silver level award, which it has committed to achieving by 2025. Trinity is committed to supporting the work-life balance and to creating a family friendly working environment. Trinity welcomes applications from all individuals, including those who may have had non-traditional career paths, those who have taken time out for reasons including family or caring responsibilities, and applicants with disabilities.

Person Requirements 

Qualifications 

• Third-level degree in HR or a business field, or 

• Studying towards a third-level HR qualification. 

• CIPD membership is highly desirable.