HRS Coordinator

Date: 9 Nov 2023

Location: Hemel Hempstead, GB, HP2 4TZ

Company: Britvic

At Britvic we’re on a journey to become the most dynamic soft drinks company. As one of the UK’s leading players in the FMCG market we pride ourselves on setting high standards, being courageous and pushing ourselves to think outside the bottle.


We offer consumers a range of family favourite and global premium brands such as Robinsons, Tango, J20, R Whites & London Essence. We exist to help people enjoy life’s everyday moments.


About the Role:
The HR Services Coordinator is responsible for the provision of customer focussed, comprehensive and pragmatic HR generalist advice and support to GB, Ireland and BTI (non-France) managers and employees through the flawless execution of all transactional employee life cycle activities ensuring that the end user experiences excellent customer service.

Key Responsibilities:


HR Service Delivery

  1. Responsible for the execution of all employee lifecycle HR processes & activities, covering reward, HRIS & payroll
  2. Have a thorough knowledge of Britvic Policies and procedures, so that appropriate levels of advice can be given to employees, line managers and key stakeholders
  3. Seek to resolve all customer queries at the first point of contact via a case management system
  4. Action workflow requests in a timely and consistent manner to agreed service standards and targets and identify issues and incidents and resolve / escalate and own follow up to ensure SLAs are adhered to and case has been resolved satisfactorily and can be closed.
  5. Owns all actions through to completion, if unsure proactively identify solutions and where required validates thought process
  6. Support the execution of business change and improvements where applicable, including development of tier 0 content
  7. Maintain and up-date HR information systems, ensuring the accurate recording of personal, employment, payroll and organisational and position information.
  8. Ensure that accurate records are kept in line with Data Protection and support on data privacy related cases such as subject access requests and right to erasure.


Customer Service

  1. Ensure the provision of fantastic customer service, which is tailored to line managers, employees, HR Centre of Excellences (CoEs) & HR Business Partners
  2. Own all customer queries through to completion e.g. if expert advice is needed, seek it & then own the message back to the customer
  3. Where escalation occurs, take ownership of learning from the CoEs or HRBPs to ensure that escalation on that subject doesn’t need to happen again as customer queries can be answered at first point of contact
  4. Seek opportunities to proactively contact customers, where trends or opportunities are highlighted
  5. Performance is measured by SLA delivery and customer satisfaction
  6. Ensure effective & efficient use of Success Factors


Continuous Improvement (CI)

  1. Always operate with a mind-set of seeking to make things better for the customer
  2. Proactively seek to highlight where processes can be improved & then take ownership of improving those processes
  3. Share learnings from escalations with peers to enable the continual development of the team
  4. Continuously learning & taking on new processes to support the development of a multi-skilled HR Services team
  5. To keep up to date with developments in employment legislation and human resources best practice, knowledge sharing within the team to ensure continuous development and improvement in the service offered


Compliance & risk management

  1. Ensure that processes are executed to documented standards
  2. Update HR data systems in an accurate and timely manner to ensure that the company can report accurately to internal and external stakeholders as required.
  3. Ensure that all advice & support provided is legally compliant, with clear audit trails in place
  4. Ownership of the accuracy of data entry into Success Factors 


Knowledge, Skills & Experience Required:



  1. The ability to work well under pressure and to tight time deadlines, as well as a flexible team player who can support the wider HR team as and when required
  2. Strong IT skills, including good knowledge of Microsoft Office
  3. Ability to take ownership of a task and see it through to completion
  4. Accuracy and attention to detail
  5. Organisation and Planning Skills
  6. Strong customer service focus
  7. Proven multi-tasking experience in a fast-paced environment
  8. HR Administration experience
  9. Deliver a ‘Right First Time’ approach, in dealing with all employee enquires taking actions where necessary.



  1. Experience of working an HR Services Environment. 
  2. Generalist HR background
  3. Payroll experience
  4. Success Factors/ SAP experience
  5. HR Case Management 



We believe we are stronger together and that’s why we’re committed to providing equal opportunities to all applicants and employees. We know that by building a truly inclusive environment where everyone feels celebrated, safe and respected - diversity and wellbeing will naturally thrive