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As a People Support Associate, you will be the first point of contact for employees seeking Talent & Culture support. You will provide guidance on policies and processes, resolve queries efficiently, and escalate complex issues when needed.
Your role is critical in ensuring employees receive timely and accurate support, contributing directly to a positive employee experience across the organisation.
In this role you will:
Key responsibilities
First-line support: Act as the first line of support for employee enquiries, delivering accurate advice and guidance on Talent & Culture policies, procedures, and processes.
Enquiry triage and escalation: Triage employee enquiries, resolving straightforward issues and escalating more complex matters to the appropriate teams: People Remuneration Services, T&C Executive Partners, or Communities of Excellence.
System and resource utilization: Utilise available resources and technology, such as T&C systems and knowledge bases, to resolve queries efficiently and accurately.
Interaction logging and record-keeping: Maintain accurate records of employee interactions, ensuring all queries and resolutions are logged in the system.
Knowledge base contribution: Contribute to the knowledge base, developing and maintaining FAQs and guidance documents to support employees and improve resolution rates.
Process and administration support: Provide support for key T&C processes, such as onboarding, benefits administration, and policy interpretation.
SLA monitoring and tracking: Monitor open queries to ensure they are resolved within agreed timelines, keeping employees informed of progress.
Minimum 5 years of experience within HR/Talent & Culture service centre or shared services.
Experience in a HR/Talent & Culture, customer service, or contact centre environment.
Understanding of HR/Talent & Culture processes, policies, and employment legislation.
Strong communication and interpersonal skills, with a focus on delivering excellent customer service.
Proficiency in using HR/Talent & Culture systems, ticketing tools, and knowledge management platforms.
Exceptional organisational skills, with the ability to manage multiple queries and prioritise tasks effectively.
Attention to detail and accuracy when handling sensitive information and documenting interactions.
A proactive approach to problem-solving and a willingness to learn and adapt in a dynamic environment.
Collaborative mindset, with the ability to work effectively within a team and across departments.
Discretion and confidentiality when dealing with employee data and sensitive issues.
