ABOUT THIS ROLE:

The People Services Contact Centre is a critical team supporting employees and managers including the HR COEs and HRBPs while also ensuring focus on the legal and regulatory requirements for the countries and regions it supports. This is the first point of contact for People Services and will be responsible for establishing and preserving strong relationships with colleagues and managers, providing accurate and timely customer service, resolving HR transactions and administration, including complex issues, within agreed service levels.

THESE ARE SOME OF THE KEY INGREDIENTS TO THE ROLE:

• Handle high volume HR queries related to rewards, benefits, payroll, onboarding, offboarding, parental leave, and other People Service related issues from the first point of contact for multiple countries
• Gather all required information at the first point of contact to ensure that employee queries can be resolved at the earliest opportunity with minimal handoffs
• Use process knowledge to support and educate colleagues on portal navigation and other People Services tools to reduce the recurrence of queries in the future
• Ensure service level agreements are met and provide end-to-end customer support, resulting in high levels of customer satisfaction
• Recommend continual improvements to policies and procedures to support business operations
• Participate as appropriate in the delivery of People Service initiatives and activities
• Take part in continuous improvement activities to maintain and improve the performance of the team, and the experience of colleagues and managers using the service
• Advise on HR policy e.g. Paternity, Maternity, Shared Parental Leave and Flexible Working applications, Absence and Payroll
• Facilitate colleague and manager training to improve engagement with Tier 0 tools