The Role of HR & Employment Relations Advisor

Are you ready to take the next step in your HR career? We're looking for an HR professional to deliver commercially focused advice over the phone to BrightHR clients who have access to our 24/7 HR support service. If you hold an HR qualification and have some experience in the field, this is a fantastic opportunity to build your expertise and advance your career. The ideal candidate will have a solid understanding of employment legislation and a strong commitment to providing exceptional client service.

About Us

With over 4 years of success in Canada, BrightHR has gained a reputation for excellence. A track record of results that speaks for itself, the multi-award winning BrightHR software supports one million users globally!! BrightHR is a cloud-based HR management solution suitable for small to midsize businesses. The platform provides a dashboard that helps businesses manage employee holidays, attendance, leave, shifts and documents. The award-winning SaaS platform helps businesses manage all aspects of employee relations from Vacation, attendance, scheduling, documents & much more. We also provides businesses with market leading advisory support for HR and OHS alongside access to new to market risk assessment & training platform

With an unrivalled track record of incredibly strong year on year growth of its subscription model business, BrightHR supports over 50,000 organizations globally. Part of the global Peninsula Group, with 14 companies and a group turnover in excess of $500m, there is substantial financial backing for further expansion, acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual.

Day-to-Day Duties and Responsibilities

• Deliver high quality, solution focused HR advice to clients in a productive and efficient manner, primarily over the phone or via virtual meetings as needed
• Respond to a wide range of HR queries, including absence management, disciplinary action, workplace violence and harassment, and terminations
• Take ownership of cases through to resolution, building strong relationships and rapport with clients at every touchpoint
• Conduct welcome calls with new clients to introduce BrightHR services and explain how the advice line operates
• Promote BrightHR products and services where relevant, supporting client retention and engagement through value added conversations
• Identify opportunities to upsell additional services, such as customized documentation or health and safety support, by understanding client needs and highlighting relevant solutions
• Prepare employment documentation in line with BrightHR policies and procedures
• Direct clients to relevant resources in the BrightBase document library to support the advice given
• Maintain confidentiality and compliance by handling all client information in line with data protection and BrightHR standards
• Accurately record all advice and client interactions using Salesforce and other internal systems
• Follow internal protocols for managing and escalating complex or high risk cases
• Meet defined KPIs and service level agreements (SLAs) by managing call volume effectively, delivering exceptional customer service, and aiming for first-call resolution through clear, practical advice
• Proactively gather and encourage client feedback through various channels to support continuous service improvement and enhance BrightHR's online reputation
• Collaborate with internal teams (e.g., software support, client care, documentation, sales) to ensure a seamless client experience and address cross functional queries or needs
• Identify recurring client issues or trends and share feedback with management to support service improvements or updates to internal resources
• Proactively stay up to date with employment legislation and HR best practices, continuously developing your own knowledge and skills through ongoing training and self-directed learning

What you Bring to the Team

• CHRP/CPHR designation required, or candidates actively working toward certification will be considered
• Proven ability to work effectively under pressure in a fast paced, target driven environment
• Excellent verbal and written communication skills with a strong customer service focus
• Demonstrated ability to manage multiple priorities and organize workload efficiently
• Self-motivated and highly organized self-starter, able to work independently while positively motivating and collaborating with colleagues to deliver exceptional service
• Previous experience in a KPI- or target driven environment is highly desirable, ideally within a shared service center or client-facing role
• Strong problem-solving skills with a commercial mindset, able to provide practical, solution-focused advice
• Comfortable using CRM systems such as Salesforce and other digital tools to manage client interactions and accurately record data
• Commitment to ongoing professional development and staying current with HR legislation and best practices