Human Resources Group - Customer Service
The Human Resources Group is committed to providing high quality customer service.
Our Customer Charter can be found here: Human Resources Group - Customer Charter.
We want to achieve and maintain a high standard of customer satisfaction and have a number of standards that we measure ourselves against.
Improvements to Service
We continually make improvements to our service to provide you with the best service we can. You can see details of some of our recent changes here.
Leave Feedback
We love to hear how we're doing from our customers and you can leave feedback for us in a few ways.
Unhappy with the service provided
We hope that your customer service experience has been good, but we realise that on occasion, people will want to raise an issue they have experienced.
Let us know what you think of our service
The Human Resources Group is continually looking to improve our customer service offering in line with feedback from the full range of our customers. To provide feedback, you can;
- Complete our on-line short feedback form
- Complete our short feedback form available from the HR Reception, Level 6, Schwann Building
- Email us at hrgfeedback@hud.ac.uk
Or you can write to us at:
Customer Service Feedback
Human Resources Group
University of Huddersfield
Queensgate
Huddersfield
HD1 3DH
What should I do if I am unhappy with the service I received?
We're very sorry if you feel that the customer service you received does not meet the standards you would expect. If you are not satisfied with the service that you have received and wish to take the matter further, in the first instance, please contact the relevant Head of Department who will be happy to discus the issue with you further;
Human Resources - Ruth Taylor - R.Taylor2@hud.ac.uk
Occupational Health - Grace Murahwa - G.Murahwa@hud.ac.uk
Payroll & Pensions – Stuart Preston - S.J.Preston@hud.ac.uk
People and Organisational Development– Danny Benton - D.Benton@hud.ac.uk
Improvements to our Recruitment and Onboarding Service
We have recently enhanced our recruitment and onboarding processes to deliver a more efficient, flexible, and secure experience for both applicants and recruiting managers.
Recruiting Manager Self-Service
Recruiting managers and selection panel members can now securely access and download application forms directly from the HR system. They also have the option to begin shortlisting before the application closing date, helping to spread workload and streamline decision-making.
Flexible Interview Booking
Candidates invited to interview can now select their own preferred time slot from the available options. If needed, they can easily reschedule to another slot. This self-service approach provides greater convenience and flexibility for applicants.
Digital Onboarding Portal
Our onboarding portal offers a secure and user-friendly platform for successful candidates to:
- Review offer letters and employment contracts
- Electronically sign and formally accept job offers
- Provide key information such as bank details and pre-employment information
This ensures essential information is captured in advance, helping to make the onboarding process smoother and more efficient before the employee’s start date.
Multi-Factor Authentication on the onboarding portal
We have strengthened the security of the onboarding portal by introducing Multi-Factor Authentication (MFA), replacing the previous memorable password system.
New users will register using an authenticator app when they first sign in. For all future logins, they will enter a one-time code generated by the app, providing a more secure and modern authentication experience.
Holiday Buy Scheme
We have introduced a new Holiday Buy Scheme, giving staff greater flexibility over their work–life balance. Eligible employees can purchase up to one additional week of annual leave through a salary sacrifice arrangement, subject to relevant terms and conditions.
Applications can be submitted via MyHR during designated purchasing windows. These windows are designed to spread the cost of the additional leave over a period of time, helping to minimise the impact on employees’ net pay.
Monitoring System
A new monitoring system has been introduced, enabling monitoring forms to be completed and submitted electronically.
Once submitted, requests follow a structured workflow, allowing them to be:
- Reviewed internally by the School/Service
- Considered by the Dean/Director
- Reviewed by Finance
- Approved or rejected by HR/VCO
This new system centralises the entire process, making it easier to:
- Track the progress of requests
- Ensure transparency at each stage
- Provide additional information where required
- Keep all information relating to the request within a single system
Interactive Payslips
We have introduced interactive payslips in MyHR to make it easier to understand your pay. Interactive payslips provide a clear and transparent breakdown of your earnings and deductions. Where possible, you can view an explanation of each deduction or payment, and a breakdown of how amounts have been calculated.
To use the interactive payslips, lookout for a question mark icon next to an item and click on it to open a pop-up with additional details.
This feature is designed to help you better understand your payslip at a glance, without needing to contact Payroll for clarification.
Right to Work Checks Guidance
Following feedback from colleagues, we developed clear and practical guidance for completing Right to Work checks. The new guidance provides step by step instructions, making the process easier to follow while helping the University remain fully compliant.
To support this further, we also introduced short “How To” videos to give extra help and guidance when carrying out checks.
We’ve also improved the process for British and Irish nationals with a valid passport by introducing a third-party checking service. This means checks can now be completed fully remotely, making the process quicker and more convenient.
TB / T SPOT / QuantiFERON Testing
The Occupational Health Service has improved and streamlined TB testing for healthcare.
Since the 2022/23 academic year, TB (T SPOT/QuantiFERON) testing has been integrated into routine Occupational Health appointments and is available at all clinic locations. This removed the need for students to attend separate, standalone clinics and increased flexibility and accessibility.
The service has since been further strengthened through close collaboration with the University Health Centre. With the student’s consent, test information is securely shared to avoid duplicate testing for students registered with both services.
These improvements reduce delays, prevent unnecessary repeat testing, and ensure a faster, more efficient clearance process for students while maintaining confidentiality and high clinical standards.
Occupational Health Student Pre Training Clearance
The Occupational Health Service has continued to modernise and enhance the student pre training clearance process to improve efficiency, accessibility, and student experience.
Since the 2019/20 academic year, pre training health clearances have been delivered through an online health assessment, reducing waiting times, streamlining clearance workflows, and supporting a paperless, environmentally sustainable approach.
Following further review, the online clearance form has been enhanced to capture more detailed information at the point of completion. This improvement has significantly reduced the need for follow up telephone assessments to clarify health information.
As a result, students experience fewer unnecessary calls and delays, while the Occupational Health team is able to focus time and resources on supporting students with complex or additional health needs, ensuring a more responsive and person centred service.
Human Resources Team
The Human Resources team has been re-organised into two main work areas, one focussing on the recruitment process and onboarding of new staff (Recruitment and Selection), the other focusing on supporting both existing members of staff and line managers on any employee relations matters (HR Operations). The members of both teams are clearly displayed on the contact us section of the HR website. This more focussed way of working is intended to increase the efficiency and effectiveness of the HR team and make it easier to identify who members of staff should contact for assistance.
Updated Application Forms
Our application forms have been updated following a review of feedback received from applicants. The changes made include the addition of a guidance document for applicants, advising how to complete a supporting statement, focusing on demonstrating the essential criteria for the post they are applying for.
We also took this opportunity to review some of the wording in other sections of the form to make the form more user-friendly.
Our email template for applicants who were not shortlisted has also been updated to inform current students or recent graduates of the University that they are able to seek assistance with future applications from the Careers and Employability Service within Student Services.
SharePoint Sites
We have created dedicated SharePoint sites for Schools and Services to upload completed Pool Packs and Fee Paid Claims.
These sites provide a secure and efficient method for submitting documentation, ensuring that all information is handled safely. Access to each site is strictly controlled, so only authorised users are able to view or upload files.