AskHR Administrator

Job Title:
AskHR Administrator
Job Type: Permanent, Fulltime
Job Location:
Boscombe Down, Amesbury, Wiltshire

Are you ready to be part of the future? At Qineti

Q, we are not just imagining tomorrow – we are creating it. From cutting‑edge defence technology to ground‑breaking innovations, our mission is to empower and protect lives. Join us as an AskHR Administrator at our Boscombe Down site, where you will work with the most brilliant minds and the latest technology.

Act as the first point of contact for all HR queries through the AskHR service, delivering accurate, timely, customer‑focused support across HR policies, processes and systems, including Success Factors. Ensure employees and managers receive high‑quality assistance, resolve issues at first contact whenever possible, and progress cases compliantly through the service model.

• Provide first‑line support to employees and managers across all contact channels (ticketing system, email, phone, in‑person drop‑ins).
• Log, triage and manage all queries within the AskHR case‑management system, ensuring accurate categorisation, documentation, and timely updates.
• Deliver clear, professional and solution‑focused guidance, consistently applying HR policies and procedures.
• Resolve issues at first point of contact whenever possible, escalating only when appropriate with full and accurate information.
• Maintain a high level of customer service and responsiveness at all times.

• Take ownership of enquiries from initial contact through to resolution, tracking progress and communicating to the customer.
• Ensure compliance with all organisational policies, including data protection, audit requirements and standard operating procedures.
• Support maintenance of HR knowledge content, work instructions and process documentation to keep them accurate, current and user‑friendly.
• Contribute to the reduction of aged tickets and help optimise workflow management within the team.

• Identify recurring issues or process pain‑points and proactively suggest improvements or self‑service opportunities.
• Support the development and publication of self‑help guides, FAQs, and knowledge articles to improve customer autonomy and reduce repeat demand.
• Participate in root‑cause investigations and continuous improvement activities in partnership with colleagues across Employee Services.

• Liaise with Level 2 specialists (Manager Advice, HR Service Delivery, Payroll, TA/Onboarding) and third‑party providers to progress cases efficiently.
• Ensure handoffs to specialist teams follow clear, complete and compliant escalation protocols.
• Work collaboratively within AskHR to help meet shared targets, including SLA performance, quality scores and service experience measures.

• Strong customer service orientation with the ability to handle high‑volume enquiries professionally and calmly.
• Good understanding of HR processes across the employee lifecycle (new starter processes, contractual changes, leave, absence, benefits, off‑boarding).
• Strong verbal and written communication skills, articulating guidance clearly to a non‑technical audience.
• High degree of accuracy, attention to detail and disciplined record‑keeping.
• Ability to manage competing priorities and maintain service levels in a fast‑paced environment.
• Strong Excel and general IT skills; confidence navigating multiple systems simultaneously.

• Working knowledge of Success Factors (Employee Central, Onboarding, etc.) or similar HRIS platforms.
• Experience working in a shared service, ticketing or service centre environment.
• Familiarity with case management systems, workflows, and SLA‑based service delivery.
• Understanding of basic employment law and HR policy frameworks.

• Customer‑centred mindset resolving issues constructively, courteously, and with empathy.
• Ownership and accountability taking responsibility for seeing issues through to resolution.
• Proactive…