Jenny Chatha
Birmingham,West midlands
Summary
An experienced HR professional who has progressed from a customer-facing role as a Customer Service Assistant at Tesco into an HR Advisor position, bringing strong interpersonal skills and a genuine understanding of frontline colleague experience to people management. Currently working as an HR Advisor for Infosys, providing high-quality advice and support on the full spectrum of people-related matters to a UK-wide client business.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work history
HR Advisor
Infosys
Rubery, West Midlands
2022.05 - Current
- Delivered real-time, expert guidance to business leaders across payroll, people management, and HR portal queries, acting as a trusted first point of contact for complex and time-sensitive issues.
- Partnered closely with the Employee Relations team to resolve complex employee relations issues, contributing creative, practical solutions beyond standard process.
- Provided HR advice and guidance to managers on absence, disciplinary, grievance, conduct and performance matters.
- Managed over 100 long-term sickness absence cases concurrently, ensuring accuracy and timely resolutions in a high-volume environment.
- Coached managers on effective policy application and best practice in people management, enhancing their confidence in handling HR matters.
- Supported end-to-end employee relations processes, ensuring compliance with company policy and employment legislation.
- Conducted investigations, prepared case documentation and supported formal hearings.
- Managed high-volume HR casework whilst delivering excellent customer service.
- Tailored advice and communication style to the audience, confidently advising senior leaders and frontline managers alike on sensitive people matters.
- Received positive feedback from managers regarding clarity and responsiveness of advice, reinforcing trust and credibility across the business.
- Built strong relationships with stakeholders across multiple business functions.
- Maintained meticulous records of advice given and manager queries, creating a reliable audit trail and giving managers clarity and confidence in their responsibilities.
- Quality-checked invite and outcome letters, providing detailed feedback to ensure full legislative compliance while embedding a fair, supportive tone throughout.
- Analysed people data and identified trends to support decision-making.
- Shadowed the Employee Relations team to deepen knowledge of managing complex, high-profile cases and the associated risks, building a stronger foundation for handling escalated people issues.
Customer Service Assistant
Tesco
West Bromwich
2014.10 - 2022.05
- Listened to customers, understood needs and provided tailored customer-focused service through various communication channels.
- Assisted customers with concerns and complaints, using initiative to resolve issues and enhance customer satisfaction.
- Proven relationship management skills and the ability to build strong rapport in the first instance with both customers and colleagues.
- Being passionate and knowledgeable about the products and services on offer and actively promoting them to customers.
- Stepping in as Team Leader to ensure a smooth service, managing queues efficiently, making sure that customers are helped with their shopping needs, gathering the team together to organise and distribute tasks equally, managing staff breaks and supporting with covering the rota.
- Working alongside the Team Leader, managing and closing the department in the Team Leader's absence. Being the trusted 'Go-To' person for colleagues and customers.
- Training and mentoring new staff on the shop floor, to ensure they know the company's policies and procedures as well as how to work the till, stock the shelves, cover self-serve and scan-as- you-shop.
- Meticulous attention to detail, handling a vast amount of cash, Ensuring that all the money pods are correct at the end of the day on till, taking all the pods to the cash office and locking it away in its safe.
- Assisted in restocking shelves with merchandise to maintain product availability, taking deliveries, moving stock around in the warehouse, managing the customer service desk, working in the petrol station and covering dot.com (customers' online orders).
Education
Bachelor of Arts - Business management
University of Wolverhampton
Wolverhampton 2012.09 - 2013.07
Higher National Diploma - Business management
Sutton Coldfield College
Birmingham 2010.09 - 2011.07
Skills
- GDPR compliance
- Workplace investigations
- HR advisory
- Grievance support
- Absence management
- Long term sickness
- Redundancy
- Changing T's & C's
- Performance Management
- Probation
- Policy application
- GDPR compliance
- Information confidentiality
- Wellbeing support
- Information confidentiality
LANGUAGES
Punjabi - Intermediate
Hindi - Intermediate
Urdu - Intermediate
REFERENCES
References available upon request.
Timeline
HR Advisor
Infosys
2022.05 - Current
Customer Service Assistant
Tesco
2014.10 - 2022.05
Bachelor of Arts - Business management
University of Wolverhampton
2012.09 - 2013.07
Higher National Diploma - Business management
Sutton Coldfield College
2010.09 - 2011.07