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Welcome to the Jamores Helpdesk Portal

Where your queries and support needs are our top priority. Whether you need assistance with HR-related issues, employee identification, payroll, benefits, or visa and immigration support, we are here to provide quick and effective solutions.

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Frequently Asked Questions

Find answers to common questions and learn more about our services and procedures.

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• Answer: You can submit a ticket through the HR Helpdesk portal by clicking on the “Create a Ticket” button. Fill in the required details, including the issue category and a description of your query, also attach relevant documents if needed.

• Answer: Log in to the HR Helpdesk portal and go to the "My Tickets" section. Here, you can view the status of all your submitted tickets, including any updates from the HR team.

• Answer: Tickets are prioritized based on the urgency and nature of the issue. For example, urgent matters like payroll errors or compliance issues are given higher priority, while general inquiries may be processed within the standard response time.

• Answer: The resolution time for tickets varies depending on the complexity of the issue. Our goal is to respond to all tickets within 24 hours and resolve them within 3-5 working days. However, complex cases may take longer.

• Answer: For urgent HR matters that cannot wait for standard ticket processing, please contact the HR department directly at 07437042207

• Answer: If you forget your password, click on the "Forgot Password" link on the login page. Enter your registered email address, and you will receive instructions to reset your password.

• Answer: All HR policies and procedures are available in the Knowledge Base section of the HR Helpdesk portal. You can search for specific policies using the search bar or browse through different categories.

• Answer: The Staff Employee Handbook was sent to your personal email address with the contract of employment when you joined the firm.

• Answer: Report ethics violations through the "Ethics and Compliance" category in the HR Helpdesk portal. All reports are confidential.

• Answer: The procedure for handling confidential information is outlined in the HR policies, which can be accessed in the Knowledge Base.

• Answer: If your issue is not being resolved within the expected timeframe, you can escalate it by selecting the “Escalate” option in your ticket or contacting the HR Helpdesk manager directly.

• Answer: To apply for leave, log in to the Bright HR on the top right-hand corner, navigate to the "Request Time Off" section. Select the type of leave you wish to apply for, fill in the necessary details, and submit your request.

• Answer: Available leave types include annual leave, sick leave, maternity/paternity leave, and compassionate leave. Specific details are outlined in the HR policies accessible through the Knowledge Base.

• Answer: Head to your profile and find the Current and future absences section. In here you’ll see a list of all your upcoming absences, just click the pencil to the right of the absence to edit it or hit the Bin icon to delete it.

• Answer: Find the absence you'd like to edit and open this on your app then click the three dots in the top right corner. You can then select the edit option to change details of the request.

• Answer: Yes, you must obtain your manager's approval before taking any leave. Submit your leave request through the Bright HR. Your manager will review and either approve or deny the request. Ensure that your leave is approved before making any plan.

• Answer: No, you cannot cancel or modify an approved leave request directly through the "Leave Management" section. To request changes, please submit a ticket through the HR Helpdesk portal or contact your manager. Your manager will review the request

• Answer: Your remaining leave balance is available in the "Leave Management" section of the Bright HR application.

• Answer: Just tap the pink plus at the bottom of your app, select the absence type you'd like to add and select your date range. You can then tap the pink arrow to continue and add any notes to the request for your manager to see.

Answer: You can carry over up to 5 days of annual leave from the previous financial year. However, these days must be used by the end of May in the current financial year. Any carried-over leave not used by this deadline will be forfeited.

To carry over your remaining days, get your manager's approval by sending them an email with the number of days you wish to carry over. Please copy hr@jamores.co.uk on the email so we can process your request promptly once the manager approves.

• Answer: To update your personal information like personal email address, mobile number, Date of Birth and House Address, log into Bright HR, click on "View Profile" on the left top hand corner, then click on "Personal". Make the necessary changes.

• Answer: Submit a ticket under the "Profile Update" category, detailing the incorrect information, and our team will correct it.

• Answer: It is a good practice to review and update your employee profile regularly, especially when there are changes to your personal information, job role, or contact details. This ensures that all information is accurate and up to date.

• Answer: To add additional emergency contacts, log in to the HR Helpdesk portal and go to the "Emergency Contacts" section of your profile. Enter the details of your new contacts and save the changes. HR will review and update your profile accordingly.

• Answer: If you experience issues with accessing your Jamores email or logging in, contact the HR Helpdesk for assistance. Provide details about the problem you’re encountering so we can resolve it quickly.

• Answer: If you find incorrect information in your profile, report it to HR immediately through the HR Helpdesk portal. Provide details of the errors and any supporting documentation needed to correct them. HR will make the necessary updates.

• Answer: Yes, you can set or update your preferred contact method in the "Contact Information" section of your employee profile. Choose your preferred phone number or email address for HR communications and notifications.

• Answer: To update your profile picture, log in to the HR Helpdesk portal and navigate to the "Profile" section. Upload a new picture and save the changes. Ensure that the picture meets the company’s guidelines for profile photos.

• Answer: Open Sage, your Payslips and P60s are available in the "Workspace" section of the Sage HR portal. You can download or print them as needed.

• Answer: Report any errors in your payslip by submitting a ticket under the "Payroll Issues" category.

• Answer: First download the change of personal details form and send to HR and Finance. This should be accompanied by at least two supporting documents as proof of new address. Then navigate to the "Workspace" section of the Sage HR portal. You can up

• Answer: Submit a ticket under the 'Payroll' category, and an HR representative will assist you with your inquiry.

• Answer: Salaries are typically processed and paid on the 28th of each month. However, if the 28th of the month falls on a weekend and/or a Bank Holiday (BH), then salary is paid on the next working day after the weekend or BH.

• Answer: Your salary history may be available in the "Payroll" section of your employee profile on the HR Helpdesk portal. If you are unable to view this information, contact HR for assistance.

• Answer: You can update your bank details by downloading the " Change of Personal Details Form " and email it to finance@jamores.co.uk . This must be done at least 2 weeks before the cut-off date of the upcoming pay day. Also ensure you provide accurat

• Answer: To ensure accurate timekeeping, you should clock in at the start of your shift and clock out at the end using the digital sign-in machine. Additionally, sign in and out using the physical attendance book. When filling out your timesheet, only

• Answer: If you have any issues or discrepancies with your payroll, please submit a ticket under the "Payroll" category in the HR Helpdesk portal. Provide details of the issue, and our HR team will investigate and respond as soon as possible.

• Answer: Download the Salary Advance form from the Knowledge Base section, complete the required details, and email the form to your manager for approval. Once approved, send the form to finance@jamores.co.uk for processing.

The Salary Advance provision is intended for new employees who have recently started but have a payday that is still far off.

• Answer: If you have any issues logging into your TrainingHub portal, please submit a ticket under the "Training" category in the HR Helpdesk portal. Provide details of the issue, and our HR team will investigate and respond as soon as possible.

• Answer: Ask your manager to notify HR via email. Once HR is informed, you can request the courses on TrainingHub, and we will process the allocation for you.

• Answer: The Training Hub portal, Weekly Nugget, Jamores Leadership Academy, and Jamores Management Academy, along with a variety of resources, are available in the "Staff Development" section. Here, you can find information about upcoming training ses

• Answer: The Training Hub portal, Weekly Nugget, Jamores Leadership Academy, and Jamores Management Academy, along with a variety of resources, are available in the "Staff Development" section. Here, you can find information about upcoming trainings.

• Answer: If you miss mandatory training, you will be notified to reschedule. Failure to complete mandatory training may affect your compliance status.

• Answer: If your ID card is damaged or lost, immediately report it to the HR Helpdesk. You can submit a ticket through the HR Helpdesk portal, detailing the situation. The HR team will assist you in obtaining a replacement card. For security reasons,

• Answer: To obtain a new employee ID card, submit a request through the HR Helpdesk portal under the "Staff ID" category. Include your full name and any other required details. HR will issue your ID card and notify you when it is ready for collection.

• Answer: If you find a lost employee ID card, please return it to the HR department or the security desk immediately. Do not attempt to use the card or give it to anyone else. The card will be returned to the rightful owner, or a replacement will be is

• Answer: To update information on your ID card, submit a request through the HR Helpdesk portal, specifying the changes needed (e.g., job title, department). HR will verify the information and issue a new ID card with the updated details.

• Answer: No, sharing or lending your ID card is strictly prohibited. Your ID card is personal and provides access to secure areas based on your role. Misuse of ID cards can lead to security breaches and disciplinary action.

• Answer: ID cards generally do not require renewal unless they are lost, damaged, or if there is a change in your role or department. However, some organizations may have specific policies for periodic renewal. Check with the HR Team if you are unsure.

• Answer: If your ID card was stolen, report it immediately to the HR Helpdesk and the security team. Provide details of the theft, including when and where it occurred so as to prevent unauthorized use and for HR to issue you a new one.

• Answer: No, employee ID cards must adhere to the company’s standard design and format to maintain uniformity and security. Personal images or designs are not allowed.

• Answer: When leaving the company, you must return your ID card to HR as part of the offboarding process. Failure to return the card may result in a deduction from your final pay check or other penalties. The card will be destroyed to ensure security.

• Answer: If your DBS check is due for renewal, submit a request through the "Compliance" section in the HR Helpdesk portal. Provide any necessary information, and our team will guide you through the renewal process. Please provide 2 proofs of ID.

• Answer: Safeguarding concerns should be reported immediately. Use the "Compliance" category in the HR Helpdesk portal to submit your report, or contact the designated safeguarding lead directly through the emergency contact provided.

• Answer: You can request a copy of your employment contract by submitting a ticket under the "Contract Request" category.

• Answer: Report any safety concerns through the "Compliance" category in the HR Helpdesk portal, and they will be addressed promptly.

• Answer: Report conflicts or grievances through the "Compliance" section in the HR Helpdesk portal. Your submission will be handled confidentially.

• Answer: Disciplinary actions are handled according to the company’s disciplinary policy, which is available in the Knowledge Base. Submit a ticket if you have specific concerns.

Answer: Track your mandatory training and certifications through the "Compliance" section in the HR Helpdesk portal. Notifications are sent when renewals are due.

• Answer: For a new DBS check, you will need to provide proof of identity (e.g., passport, driving license) and proof of address (e.g., utility bill, bank statement). Additional documents may be required based on the type of DBS check. Refer to the HR H

• Answer: The processing time for a DBS check typically ranges from 2 to 4 weeks, depending on the level of check required and the completeness of the application. The HR team will notify you once your DBS check is completed.

• Answer: If your DBS check reveals a criminal record, the HR team will review the information in line with the company’s policies and procedures. You will be contacted to discuss the findings, and any decisions will be made on a case-by-case basis.

• Answer: In some cases, a DBS check from a previous employer may be accepted if it is registered with the DBS Update Service and the level of check is appropriate for your current role. Please submit the details through the portal for verification.

• Answer: The DBS Update Service allows you to keep your DBS certificate up to date and transfer it between employers. You can register online within 30 days of receiving your DBS certificate. Visit the DBS Update Service website.

• Answer: The results of your DBS check are handled confidentially and are only accessible to authorized HR personnel and relevant management, as required by law and company policy.

• Answer: If you notice any errors on your DBS certificate, report them immediately to the HR Helpdesk. The HR team will assist you in correcting the mistake by contacting the DBS directly if necessary.

• Answer: Information about your pension plan is available in the "Benefits" section of the HR Helpdesk portal. You can also submit a ticket if you have specific questions.

• Answer: Submit an approved expense claim form from your manager. Attach receipts and any other required documentation and send to finance@jamores.co.uk

• Answer: Yes, the company offers on-site parking.

• Answer: To request an introductory letter to the embassy, submit a request through the HR Helpdesk portal under the "Visa and Immigration Support" category. Provide details about your visa application, including the type of visa, the purpose of travel

• Answer: When requesting a visa support letter, include your passport number, purpose of the letter, annual leave dates you are applying for, and any specific information or requirements requested by the embassy or consulate.

• Answer: Processing times for visa support requests can vary based on the complexity of the request and current workload. Typically, HR aims to process requests within 5-7 business days. For urgent matters, please indicate the urgency in your request.

• Answer: HR can assist with providing necessary documentation, such as introductory letters or employment verification, for visa applications for your family members. However, the visa application itself must be completed by your family members.

• Answer: To obtain a certificate of employment for your visa application, submit a request through the HR Helpdesk portal. Include your full name, job title, and the purpose of the certificate. HR will prepare the certificate and provide it to you.

• Answer: If your visa application is delayed or denied, contact the HR Helpdesk for guidance. Provide details of the issue, including any correspondence from the embassy or consulate. HR can help you understand the next steps and provide additional doc

• Answer: To update HR with your visa status or changes in immigration status, send an email to hr@jamores.co.uk. Include details of the change and any relevant documents, such as new BRP or approvals. HR will update your records accordingly.

• Answer: For an emergency visa letter, submit an urgent request through the HR Helpdesk portal, specifying the nature of the emergency and travel details. HR will expedite the preparation of the letter to assist with your urgent travel needs.

• Answer: The onboarding process includes completing necessary documentation, attending orientation sessions, and undergoing mandatory training.

• Answer: Submit your resignation through your manager after discussing it with them. Ensure you provide the required notice period as stated in your contract of employment. We will work with you to ensure that all of your outstanding work is completed

• Answer: Your entitlements during the notice period are outlined in your employment contract and the HR policies. Submit a ticket if you need clarification.

• Answer: Please return all company property in your possession to the Head Office by your last day of employment.

• Answer: If company property is not returned by your last day of employment, the cost of the items may be deducted from your final entitlement.

• Answer: Exit formalities include finalizing documentation, returning company property, and attending an exit interview. Details are provided in the "Offboarding" section.

Answer: Yes, we value your feedback. After your ticket is resolved, you will receive a short survey to rate your experience and provide comments. You can also provide feedback anytime through the "Feedback" section in the portal.

• Answer: If your issue is not resolved through the initial request, follow these steps: Submit an Escalation Ticket: Create a new ticket in the HR Helpdesk portal, marking it as "Escalation Request." Include details of the original ticket and reasons

• Answer: You can make a complaint by visiting our Helpdesk portal and go to the " Complaint" session. You can also contact us via email at hr@jamores.co.uk.

• Answer: Please include your full name, contact information, a detailed description of the issue, any relevant reference numbers, and supporting documents or screenshots, if applicable. The more details you provide, the quicker we can address your comp

• Answer: After submitting your complaint, you will receive an email confirmation with a reference number. This will indicate that your complaint has been successfully received by the helpdesk.

• Answer: Our team will aim to resolve complaints within 3-5 business days. If your complaint is complex and requires more time, we will keep you informed of the progress.

• Answer: Log in to the Helpdesk portal and view the current status of your complaint and see any updates or actions taken by our support team on your dashboard.

• Answer: If you are not satisfied with the resolution, you can escalate the complaint by replying to the resolution email or by using the 'Escalation' Session on the Helpdesk and we will review the issue further.

• Answer: To request supplies for the home e.g. Log Books, Paper towels, Wipes, Pens, etc., please submit a request through the "Office Supplies" section. Include details about the items needed and any specific requirements. Our team will revert ASAP.

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