Recruitment Helpline Advisor (Student Hire Team) in England - Birmingham, United Kingdom

at Ernst & Young

Human Resources
Minimum Qualification
Bachelor's Degree
Required Experience
5 - 7 years
Employment Type
Full Time
Male or Female

Job Description

The successful candidate will be responsible for providing first-line recruitment advice and guidance for both our Student and Experienced Hire help lines aiming to respond to 80% of all telephone and e-mail queries “one and done”. 


  • Provide high quality, first-line advice and guidance on recruitment queries directed to the Student and Experienced hire recruitment help lines and mail boxes. These include clarification on the application and selection process, general enquiries from potential candidates and guidance on the offer and on-boarding process.
  • Escalate more complex queries to the Recruitment Services Coach or specific cases to the Student or Experienced Hire Recruitment teams giving all necessary details and documentation.
  • Build and maintain recognised levels of ‘excellent’ customer service.
  • Build and maintain good relationships with the Central recruitment teams.
  • Ensure compliance with the Data Protection Act at all times.
  • Maintain own continuous professional development to ensure advice given follows current recruitment law principles.
  • Take responsibility for keeping up to date with the firm’s recruitment policy and processes.
  • Support the Recruitment Services team with ad hoc recruitment activity.
  • Ensure knowledge of EY external website and careers section are maintained and proactive steps are taken to make appropriate improvements and recommendations.
  • Responsibilities

  • Give clear interpretation of the firm’s recruitment policy and process, including the offer and on boarding processes.
  • Guide candidates through the EY careers website and coach them through the process.
  • Record details of incoming calls in a timely and accurate manner and tracking through to closure/client resolution.
  • Develop own comprehensive knowledge of the HR Intranet and share best practice with colleagues.
  • Support the Recruitment Services team on an ad-hoc basis; this could include screening applications, scheduling interviews or offer administration.
  • Contribute to HRSSC and wider HR team by flagging up repeated queries or issues.
  • Produce statistics on a weekly and monthly basis to monitor query volumes and trends.
  • Contribute to wider HRSSC and HR projects and initiatives.
  • Requirements


  • Experience of recruitment and administration processes (ideally gained in large corporate organisation).
  • Experience within a service delivery environment including management of customer relationships in a front line role.
  • Excellent interpersonal skills for customer liaison and the ability to establish and build strong working relationships.
  • Knowledge of operational recruitment systems would be preferred.
  • Qualified to GSE level or equivalent.
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