HR Service
Delivery
Charter
1
Payroll
Team
HR
Admin
Team
MIS
Team
Policies,
ER &
Projects
Team
HR
Teams
in the
Colleges
Professional
Services HR
Team
OSD
OSHEU (sits in HR) Pensions (sit in Finance) Equality and diversity Research careers Development Leadership & Management development Staff Development Organisational Development PCUTL
Work to the Service Charter standards Employee Records Contracts of employment Renewals HR Admin Terminations
UK Visa and Immigration
Support the HR Charter HR for IS HR for HR Support and advice for departments and divisions
• Work to the Service Charter standards
• Payroll
• Benefits
• Pension (with finance)
• PAYE
• NI
• Sick and Maternity
Work to the Service Charter standards Managing data Report production Statutory Reporting FOI requests System Admin
Support the HR Charter
Compensation and Benefits
Employee Relations Policy Development Projects Support the HR Charter HR Support and advice for schools and colleges
2
Payroll
Team
HR
Admin
Team
MIS
Team
Policies,
ER &
Projects
Team
HR
Teams
in the
Colleges
Professional
Services HR
Team
OSD
OSHEU (sits in HR) Pensions (sit in Finance) Equality and diversity Research careers Development Leadership & Management development Staff Development Organisational Development PCUTL
Work to the Service Charter standards Employee Records Contracts of employment Renewals HR Admin Terminations
UK Visa and Immigration
Support the HR Charter HR for IS HR for HR Support and advice for departments and divisions
• Work to the Service Charter standards
• Payroll
• Benefits
• Pension (with finance)
• PAYE
• NI
• Sick and Maternity
Work to the Service Charter standards Managing data Report production Statutory Reporting FOI requests System Admin
Support the HR Charter
Compensation and Benefits
Employee Relations Policy Development Projects Support the HR Charter HR Support and advice for schools and colleges
3
Introduction
The Human Resource (HR) Service Centre aims to provide a comprehensive service across the University, aligning activities to ensure we support “The Way Forward” ambition by delivering a reliable service that is on time and accurate.
“On Time and Accurate”
The purpose of this Service Charter is to outline the key services that will be provided and the quality standards we commit to in terms of service delivery.
Our commitment to continuous improvement
In this document we outline our commitment to deliver within set timescales. In addition we have identified what excellence looks like to ensure we continuously drive the service improvement to support our ambition in The Way Forward strategy.
“Our overall aim is to delight those who use the HR service”
The HR Service Centre commits to support the University to deliver The Way Forward by supporting activities that ensure the:
“Right People in the Right Place at the Right Time”
We commit to review our delivery standards and Service Charter at regular frequencies in addition to the formal annual review this will ensure we are continually improving and striving for excellence together with benchmarking our performance against external organisations that operate best practice HR.
HR Service Centre delivery targets
The HR Service Centre commits to deliver the following agreed targets and principles:
Employee transactions conducted by the HR Service Centre are implemented timely and accurately
Reports requested from the MI team are timely and in the format requested
Outside agencies receive mandatory reports from MI by the agency deadline or regular schedule and in the format required (example: HESA)
4
Recruitment activities will be supported in a timely way ensuring suitable attraction strategies are implemented
Employee payroll deductions and taxes are remitted to the appropriate agency/vendor accurately and timely
Newly hired or newly benefits-eligible employees have up-to-date and accurate information
Provide support for all HR queries
Provide an efficient and effective support service to the University
Our Team
The HR Service Centre consists of three areas which are HR Administration, Payroll and Management Information (MI).
The service standards committed to by the HR Service Centre reflect the service provided at the point that a request is submitted to the HR Service Centre through one of the mechanisms detailed below (email, phone or hard copy). Whilst we have outlined the minimum time required to submit information, local processes at School / College / Professional Service level need to be factored in before submission to the HR Service Centre.
HR
Admin
Payroll
5
Our service and contacting us
Opening HoursHR Service Centre opening hours are 9.00 a.m. to 5.00 p.m. Monday to Friday For appointments, please telephone 02920 874897
Our email addresses
For requests regarding payroll:
salaries@cardiff.ac.uk
For all other requests:
people@cardiff.ac.uk
To raise a service issue, please mark the email “Service Issue” in the subject line and send to:
serviceissue@cardiff.ac.uk
Our telephone number
02920 879777 (Internal ext: 79777) Our Address Human Resources Cardiff University 10th & 11th Floor 30-36 Newport Road Cardiff, CF24 0DE
HR Technology Systems
Kenexa is our e-Recruitment system. Core is our integrated HR & Payroll systemNote – access to Core is restricted during certain periods to secure payroll runs. These dates are published on relevant pages of the intranet:
https://intranet.cardiff.ac.uk/staff/directories/teams/view/67700-people-service-centre
VSM is our Service Management System which generates a unique reference number
for each request. This system operates using a tracking mechanism for all requests made of the team.
HR Service
Phone
Hard
copy
6
Reference number is generated immediately an email is received, or work request logged
The work request is checked at the time of processing and if incomplete the originator will be advised within the target SLA stated
If the information needed to complete a work request is incomplete or incorrect, an email will be sent to the originator outlining the information needed to
progress this, and that request will be kept open for a further 2 working days. When the information is completed the SLA clock will be reset. If the originator does not complete the additional information required then the request will be closed and an email sent to the originator confirming the status as closed
*Note – these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System
7
Service Level Commitment
Where timescales are given in days, this is working days
Request Type Action by School/ College or
Employee (notice required)*
Target SLA
by HR Excellence HR Output Comments / Notes
R E C R U ITMEN T Redeployment advert
Submit approved requisition with both English and Welsh tabs completed
3 days 48 hours
Advert posted on redeployment portal
All roles must be advertised on
redeployment for one week
External advert (standard)
Review any redeployment applicants and confirm completed by e-mail (within 2 days from
redeployment closing date)
3 days 48 hours Advert posted on
standard websites
Standard advertising locations are Cardiff University, Universal Job Match (Job Centre), and
jobs.ac.uk (Grade 5+)
External advert (non-standard)
Review any redeployment applicants and confirm completed by e-mail (within 2 days from
redeployment closing date and at least 5 days prior to
publishing deadline) To meet the relevant publishing deadline N/A Advert posted on standard websites and in requested publications
Advert will be placed automatically be placed in the standard advertising locations (see above)
NOTES
All requisitions will be advertised in external publications for 4 weeks as standard to ensure requirements for UKVI are met. Any request to advertise for a shorter period will be approved by the College HR Manager as part of the standard approval process through the e-recruitment system.
Information on deadlines for commonly used publications can be found at:
*Note – these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System
8
Request Type Action by School/ College or
Employee (notice required)*
Target SLA
by HR Excellence HR Output Comments / Notes
N E W S TA R TE R New starter contract (no CoS)
Submit completed appointment form through Kenexa (at least
10 days before required start date)
5 days 48 hours
Contract produced and issued to new starter
New starter includes internal secondments and new jobs within CU
New starter contract (CoS required – in-country)
Submit completed appointment form through Kenexa stating need for CoS (at least 30 days
before required start date)
10 days 5 days
Contract issued with CoS number (College HRM to assign CoS) N/A New starter contract (CoS required – out-of-country)
Submit completed appointment form through Kenexa stating need for CoS (at least 10 days
prior to the next 5th of the month)
5 days 48 hours
Contract issued with CoS number (College HRM to assign CoS)
UKVI deadline for
CoS request of 5th of
every month, contract request must be submitted with at least 10 days’ notice to meet this deadline or roll over to next month
Visa check
Employee to make
appointment with HR Service Team to present documents (appointment to be no later
than day before start date)
1 day N/A
Document check undertaken in line with UKVI
requirements
Start date will be delayed until day after documents provided, if not provided before intended start date
Contract
commencement
Employee to return contract and required forms, School to obtain references
(by 3rd of effective month)
By 9th of effective month N/A Record commenced and approved for payment in Core
Start dates on or after the 20th will not be eligible for payment in the month they
commence but will receive pro-rated payment for all work in their second month
*Note – these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System
9
Request Type Action by School/ College or
Employee (notice required)*
Target SLA
by HR Excellence HR Output Comments / Notes
H O N O R A R Y / E M E R IT U S Honorary Title (Category A)
Submit completed Honorary Title Nomination Form, approved by College PVC/COO, and CV 15 days 5 days Honorary Title confirmation letter issued N/A Honorary Title (Category B)
Submit completed Honorary Title Nomination Form, approved by College
PVC/COO, references and CV
15 days 5 days Honorary Title confirmation letter issued N/A Emeritus Title
Submit Emeritus Form approved by College PVC / COO 15 days 5 days Emeritus Title confirmation letter issued N/A
*Note – these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System
10
Request Type Action by School/ College or
Employee (notice required)*
Target SLA
by HR Excellence HR Output Comments / Notes
C O N TR A C T RE N E WAL S Contract renewal (FTC or OERF)
Submit Fixed Term Review Record, Appointment Form and financial approval (at least 35 days before
commencement of new contract) 10 days 5 days Renewal letter issued to employee If documents are
received after the 3rd
of the effective month, employee will be treated as a rehire and processed in the next pay period
Where 35 days cannot be met due to external funding constraints this may result in the individual having to be treated as a re-hire in line with legal
requirements of HMRC and the
employee. Where this
happens, the employee will receive a P45, which will need to be returned.
Renewal acceptance
Employee to return signed contract letter and where necessary complete all subject to conditions
(by 3rd of effective month)
By 9th of effective month N/A Record commenced and approved for payment in Core
Where employee has signed the Fixed Term Review Record this will not be required. Renewal dates on or after the 20th will not be eligible for payment in the month they commence but will receive pro-rated payment for all work in their second month
*Note – these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System
11
Request Type Action by School/ College or
Employee (notice required)*
Target SLA
by HR Excellence HR Output Comments / Notes
E X TE R N A L SE C O N D M E N TS Secondment agreement
Submit secondment request and appropriate details of secondee
(15 days before start date of
secondment/extension) 15 days N/A Issue secondment agreement to external organisation N/A Agreement confirmation
External agent signs and returns secondment agreement
(10 days from receipt of
agreement) N/A N/A File confirmed secondment agreement N/A
*Note – these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System
12
Request Type Action by School/ College or
Employee (notice required)*
Target SLA
by HR Excellence HR Output Comments / Notes
C O N TR A C T CH A N G E S Confirmation of change
Submit Notification of Change form and associated financial / HR approval
(at least 10 days prior to start
of change) 10 days 5 days Issue letter confirming details of the change N/A Change acceptance
Employee to return signed contract letter and where necessary complete all subject to conditions
(by 3rd of effective month)
By 9th of effective month N/A Record commenced and approved for payment in Core
Where employee has signed the Notification of Change this will not be required.
Start dates on or after the 20th will not be eligible for payment in the month they
commence but will receive pro-rated payment for all work in their second month
*Note – these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System
13
Request Type Action by School/ College or
Employee (notice required)*
Target SLA
by HR Excellence HR Output Comments / Notes
A LL O WAN C E & S A LA R Y C H A N G E S Confirmation of change
Submit Notification of Change form (or other appropriate documentation) and associated financial / HR approval
(at least 10 days prior to start
of change) 10 days 5 days Issue letter confirming details of the change If received by the 3rd of the effective the
adjustment will be made for that month’s salary. If not, the adjustment will be held until the next month
Change acceptance
Employee to return signed contract letter and where necessary complete all subject to conditions
(by 3rd of effective month)
By 9th of effective month N/A Record commenced and approved for payment in Core
Where employee has signed the Notification of Change form this will not be required. Start dates on or after the 20th will not be eligible for payment in the month they
commence but will receive pro-rated payment for all work in their second month
*Note – these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System
14
Request Type Action by School/ College or
Employee (notice required)*
Target SLA
by HR Excellence HR Output Comments / Notes
M A TE R N ITY , P A TE R N ITY & A D O P TI O N Confirmation of entitlement
Employee provides statutory form (MATB1)/adoption matching certificate and CU request form
(Maternity – at least 15 weeks
before due date)
(Adoption – no later than 7
calendar days after confirmation of matching)
(Paternity – 15 weeks prior to
the baby due date or no later than 7 calendar days after confirmation of adoption matching) 15 days 10 days Issue confirmation of entitlement and leave Start date is confirmed by local admin updating Core with absence details – must be completed by
9th of effective month
for payments to be altered, otherwise payment changes will be held until the next month
Planned change of dates
Employee provides statutory notification of change
(4 weeks before new start
date) 15 days 10 days Issue confirmation of changed start date N/A Unplanned change of date
Employee provides notification of baby’s early arrival
(as soon as possible)
15 days 10 days
Issue confirmation of changed start date
*Note – these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System
15
Request Type Action by School/ College or
Employee (notice required)*
Target SLA
by HR Excellence HR Output Comments / Notes
O TH E R H R A D M IN ( N O T PA Y R E LA TE D ) Employee confirmation
Employee sends email request confirming details and date required
(15 days before required)
15 days 5 days Issue confirmation
to employee e.g. mortgage references, statement of earnings, visa confirmation letters, insurance claim information, jury service, special leave requests
External confirmation
External agent sends email request confirming details and date required
(15 days before required)
Request considered
in order received
5 days Issue confirmation
to external agency
e.g. as above plus ONS surveys, etc. Customer to be sent an email with expected timescale for completion Relocation expenses
Employee submits claim form
and associated receipts 10 days N/A
Process claim for
*Note – these requirements will be reviewed and updated in line with the roll out of line manager requests in the Core HR/Payroll System
16
Request Type Action by School/ College or
Employee (notice required)*
Target SLA
by HR Excellence HR Output Comments / Notes
LE A V E R S Termination confirmation (Redundancy) Redundancy Committee approved terminations submitted (15 days after
meeting)
15 days 10 days
Issue termination letter (including loss of office amount & payment date) issued to individuals
N/A
Resignation/ retirement
Submit employee’s resignation letter, with leave balance up-to-date in Core (at least 10 days
prior to leaving date)
10 days 5 days
Issue letter
confirming leaving details and action final payments
If documents are
received after the 9th
of the effective month, leaver data will be processed in the following month
End of fixed term contract
Submit completed Fixed Term Review record confirming recommendation to terminate (20 days prior to contract end
date)
10 days 5 days
Issue termination letter and action final payments
N/A
Settlement agreements will be dealt with on an individual basis in consultation with the College HR Business Partner
17
Communications
Our commitment is to ensure we keep people informed regarding the progress of their request.
Progress Status Response Time Response Content
New work request received Within 2 hours of receipt Email confirmation and unique reference number together with a hyperlink to the SLA document
Work in progress Email within SLA timescale Email confirming “In progress”
Work completed, awaiting approval
Email within SLA timescale Email confirming complete and awaiting approval Work approved and
completed (SLA clock stops at this point)
Completed within SLA target
Email confirming –
Approved, completed and ticket closed
Request for further information made by the HR Service Centre (SLA clock reset when complete information received)
Customer given 2 days to complete information request or open new request
Request closed after 2 days with email to say request closed and
requesting new ticket to be opened
Service issue raised/ escalation of issue
2 hours acknowledgement of receipt
48 hours resolved unless otherwise agreed with originator
Email confirming receipt
Telephone call to agree actions and resolution Request which will exceed
the agreed timeline in SLA
At least 1 day prior to SLA expiring
Email explaining delay and outlining a new completion time with opportunity to escalate as a service issue
18
Transparency in service delivery
Our commitment to report on Service Levels will provide the detail required to ensure that the HR Service Centre team are delivering and identifying areas for improvement and focusing on the service they need to provide. Monthly reports will be published enabling detailed understanding for each School, College and Professional Service against the KPI’s identified.
This will include:
Number/percentage of transactions against number of service issues
Number/percentage of transactions achieved within SLA and against Excellence
Number/percentage of requests received outside of the SLA
Number/percentage of transactions with incomplete/incorrect information
Employee perception (via HRBP feedback and suggestions/comments system)
Call volume (by number of requests)
Note – the HR Service Centre is currently exploring options to gain wider feedback from our service users.
Employee commitment
We ask that all users of the HR Service Centre consider the timelines outlined in the relevant SLA and by working to timelines this will enable the team to deliver the service needed by the business.
Where there is an anticipated high volume activity, such as business reorganisation, early notification with timelines will enable resources to be established to ensure timely management of the requests.
Service issue process
Should there be occasion where we fail to meet either the timeline agreed or the quality of service required please send an email marked “Service Issue”, or telephone stating “service issue”, and this will be dealt with as a priority.
19
Step one
Service issue is logged in the VSM system (if resolution can be achieved at this point then it is actioned) and the completed action confirmed and the request is closed
Step two
The service issue will then be forward to the Team Leader to be resolved. If this can be resolved immediately the Team Leader will do so.
If further information is required or it requires further time to resolve, the Team Leader will contact the originator to agree resolution and time to complete, obtain more information or resolve at this point.
If the customer is satisfied the request can then be closed
Step three
If the customer is not satisfied that the Team leader has resolved the issue, the issue is escalated to the relevant Manager (HR Service Centre) to resolve following step two. If
No Yes Request closed Complete remedial action Resubmitted as service issue Activity completed Assigned to Team leader/Dept Head epartment Contact originator and agree (in SLA) Request assigned Request received Time/ quality issue? No further action
20
escalated to this level a detailed investigation is completed and a written response provided to the customer.
Step four
If the customer is not satisfied that the Manager has resolved the issue, the issue is escalated to the HR Business Partner (HR Service Centre) to resolve following steps two and three. If escalated to this level a detailed investigation is completed and a written response provided to the customer.
Step five
If the issue has not been satisfactorily resolved at this point, it is escalated to the Head of HR Operations. All communications which are escalated to this stage need to be raised within 28 calendar days of getting the written response from step 4. At this stage consideration will be given to moving the complaint into the more formal University processes.
Where there are process learnings the team will ensure the continued improvements of the standard operating procedure are updated to reflect the process improvements identified.
