Job Introduction
Role Purpose
This role supports the transformation of the HR digital experience by coordinating the development and maintenance of the HR Hub, improving the customer journey for employees and managers, and leading the implementation of an AI-powered chatbot.
The role blends high-level specialist administrative coordination with digital innovation to enhance self-service and streamline access to HR information.
Main Responsibilities
HR Hub Coordination
Lead the structural design and improvements to the HR Hub to ensure intuitive navigation and logical content flow.
- Audit and update existing HR content, ensuring accuracy, clarity, and relevance.
- Liaise with HR teams and content owners to ensure timely updates and accurate links.
- Maintain a content governance process to ensure consistency and quality across the HR Hub.
Customer Journey Improvement
- Simplify complex HR content to improve accessibility and understanding for all users.
- Remove unnecessary legal or technical jargon to enhance clarity and usability.
- Collaborate with stakeholders to map and improve end-to-end service experience.
- Gather and act on user feedback to continuously improve the digital HR experience.
AI Chatbot Development
- Working with colleagues in IT, lead the design and implementation of an AI chatbot that integrates with the HR Hub.
- Work with technical teams to train the chatbot using HR Hub content and FAQs.
- Monitor chatbot performance and user interactions to refine responses and improve accuracy.
- Promote chatbot adoption and self-service culture across the organisation.
The Ideal Candidate
- Appropriate IT/Systems Management or Data qualification or employee experience (HR) at degree level or equivalent experience
- Excellent knowledge of Microsoft Office including advanced Excel skills and the ability to draw analysis and reports.
- Knowledge of the processes and regulations relating to data protection.
- Ability to work independently and collaboratively with a range of diverse stakeholders.
- Ability to translate technical concepts and information into more accessible language for non-specialists.
- Effective communication, collaboration, and problem-solving skills.
- Experience in digital content management, service design, or HR systems coordination.
- Familiarity with AI tools, chatbot platforms, or digital self-service technologies.
- Strong understanding of user experience principles and content accessibility.
Personal qualities and attributes
- Passion for improving employee experience through digital innovation
- A willingness to embrace change and innovation.
- A respect for diverse perspectives and experiences
There will be some office working and interviews will be in person interviews.
About BCP Council
BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people. Our area includes over 15 miles of beautiful world-renowned coastline. We can offer career defining roles to transform and improve services. By working with us, you can help deliver a vision of a thriving, word-class, prosperous and inclusive place for generations to come.
Our Benefits
We offer an excellent benefits package to colleagues. Find out more on our website
As a result of the creation of BCP Council in 2019, we are working on simplifying our terms and conditions of service and will be creating a single pay structure which is to be applicable for all employees. It is important to us that we offer benefits that our colleagues value as part of their total employment package and we are reviewing these to make sure we have it right. We have been in a process of collective bargaining since 2019 and have positively worked forward to reach an agreed position with the unions for the new contractual offer. This has taken longer than we hoped and therefore we are having to consider all alternative avenues available to enable us to remove inequality in the organisation as a result of bringing together 3 councils.
We are in the process of establishing a timescale for implementation, and all colleagues joining us will be included in these changes. We want to reassure everyone that whichever route is taken to reach the new terms and conditions, we can honour continuous service and there will not be any job reduction as a result of the implementation of Pay and Reward. If you have any questions at all about this process, please feel free to raise this with the hiring manager.
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