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HR Service Delivery Advisor

1:59:00 PM
The Contact Centre is the first contact point and key customer service offering to all employees, line managers, HR colleagues and external customers (ie, former employees etc). It handles enquiries coming into the HR Service Centre and provides value-added services to the markets and employees through offering an efficient, professional and streamlined service. The contact centre can be accessed through ’Ask first point’ on Diageo One, email, and a single telephone number, utilising technology to fast track queries to resolution either by the initial contact or through escalation if necessary. The contact Centre performs 2 principle functions:
Query Resolution: Answer enquiries and requests for service across all the HR service activities and to all HR customers using specialised telephony and technology. The focus is on the quality of response and the ability to close calls to the customers’ satisfaction. Integral to this is a superior customer service offering enabled by trained and skilled contact centre agents and a query resolution system that ensures requests are logged and if not resolved immediately are escalated to appropriate individuals or teams.
Employee Data/Information Management: At the heart of the new HR model is consistency of approach and data integrity. The contact centre agents are charged with completing a range of activities and transactional support across HR processes that ensure data integrity is maintained and is consistent across all areas. This would include integrity of systems (eg, SAP, EIC, the case management tracking system) and integrity of employee data, the way it is captured, maintained and monitored.

Purpose of Role

The Contact Centre Agent is the first line of contact for all HR enquiries received into first point and will resolve the majority of calls at source. As the first contact point they have a direct impact on how first point’s customers perceive their experience. The person in this role will be dedicated to customer service and resolving queries with a high degree of quality and accuracy. They receive and process transactional requests and enquiries using the technology and documentation provided and are the link between employees/customers and the Service Centre. Contact Centre agents will escalate cases or enquiries where appropriate to other specialist teams and thus must have a clear understanding of how their role impacts the rest of the Shared Service Centre and the overall reputation of the HR function.

Qualifications and experience required


  • Understands and is able to articulate answers to queries involving HR policies, procedures and practices and advises the customers on these

  • Able to build great working relationships across the other first point teams and resolver groups

  • Is able to multi-task to quickly resolve queries to a high quality

  • Strong customer-service ethic is essential

  • Attention to detail is critical with the ability for alpha and numerical data entry.

  • Highly competent in the use of technology in order to provide swift clear resolutions to queries

  • Is a role model for utilisation of the HR Model and “pushes” HR queries to the appropriate contact points

  • Is able to highlight opportunities for ways of improving processes and service delivery

  • Ability to understand and interpret a customer request accurately and provide a consistent and correct resolution

Experience


  • Prior experience in delivering excellence in customer service is essential

  • SAP knowledge and related technology or an aptitude to quickly pick up systems and applications

  • Keen attention to detail

  • Ability to multi-task and is organised and efficient

  • Exceptional communication skills and ability to act in a calm, rational manner while under pressure

HR Service Delivery Advisor

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