Talent Shared Services provides the most effective and efficient solution for Talent’s strategic and operational needs. We leverage our global strength and scalability to drive the HR related technology, projects and processes that allow EY to deliver against the changing requirements within our Talent organization to enable success. Talent Shared Services offers key services to EY’s Talent teams (global, area, region and country) within the business and delivers seamless and consistent HR operational services to the organization through a globally efficient network of Regional and Global Delivery Services centers.
The opportunity
In this role you will be responsible for providing first-line recruitment advice and guidance for the Student Hire Recruitment Helpline, aiming to respond to 80% of all telephone and email queries as ‘one and done’.

Your key responsibilities

  • You will provide high quality, first-line advice and guidance on recruitment queries directed to the Student Hire Recruitment Helpline and mailbox.
  • You will accurately record details of incoming calls and emails in a timely manner, tracking through to closure/client resolution.
  • You will produce weekly, fortnightly and monthly reports for query volumes, trends and productivity.
  • You will train and develop material for new team members and act as the first point of contact for them.
  • You will be proactive in escalating more complex queries to the EY Help HR Manager or specific cases to the relevant recruitment teams, giving all necessary details and documentation.
  • You will ensure knowledge of EYs external website and careers sections are maintained and take proactive steps to make appropriate improvements and recommendations.
  • You will build and maintain recognised levels of exceptional client service.
  • You will also build and maintain strong relationships with the central recruitment teams.
  • You will support the Experienced Hire Recruitment Helpline on an ad hoc basis.
  • You be flexible and support other teams during peak seasons to drive delivery and build skills.
  • You will ensure compliance with the Data Protection Act always.
  • You will commit to your own personal development and ensure your knowledge and skills are current.
  • You will contribute to wider TSS projects and initiatives where appropriate.
  • Skills and attributes for success
    We are interested in people with proven recruitment administration experience, ideally within a service delivery environment. As a successful candidate you will also have customer service experience and a strong telephone manner.
    To qualify for the role, in addition to the above, you must have:

  • Strong customer service experience and a professional telephone manner.
  • A high degree of accuracy and attention to detail in dealing with routine tasks.
  • Adaptable to new systems and changing demands of the business.
  • The ability to communicate confidently and operate appropriately within the organisation, particularly with key stakeholders.
  • Demonstrable initiative when problem solving, being self-sufficient and proactive when researching service line and industry knowledge.
  • The ability to influence challenging stakeholders, manage resistance and escalate as appropriate.
  • Excellent IT skills, particularly Excel.
  • Ideally, you’ll also be able to:

  • Demonstrate a successful track record of process improvements and best use of technology.
  • Show an interest in understanding EY’s service lines and extensive recruitment requirements at all levels across the business.
  • Have a good understanding of the wider student recruitment market and current challenges.
  • What we look for
    We are looking for a self-sufficient and proactive individual who is passionate about recruitment and recruitment services and who uses their own initiative when problem-solving. If you have an excellent telephone manner and thrive in busy environments, this role is perfect for you.
    What working at EY offers
    We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for
    flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. In addition, we offer:

  • Support, coaching and feedback
  • Opportunities to develop new skills and progress your career
  • The freedom and flexibility to handle your role in a way that’s right for you
  • EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities.

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