Estée Lauder Companies | HR Services Representative (Fixed term contract)

Brand: Estée Lauder Companies

Description

POSITION SUMMARY

We have two opportunities to join our team as HR Services Representative's on fixed term contracts one contract finishing in December 2024 and the other finishing March 2025. Within this role you will be the first point of contact responsible for the resolution of employee and manager inquiries and requests that are initiated via phone, the HR system/portal, or other access channels (front and back office support). It provides exceptional customer service to OneSource customers, inputs data and ensures data integrity. A case management tool is used to respond to and track employee and manager inquiries. The representative is an HR systems and process expert supporting HR services that cover hire to retire processes, job postings and offer letters, reporting and other data related activities, including new services. The representative may also be involved in continuous improvement initiatives and project support, including translations, testing and training delivery. At Estée Lauder the quality of our customer service matters the most. Whilst timeliness is important, resolving queries in the shortest possible time is not our priority. We take pride in what we do, providing a quality high touch customer experience for our colleagues which sets us apart from an outsourced provider.

WHAT THIS ROLE DOES

• Acts as the first point of contact responsible for the accurate resolution of employee and manager inquiries and requests that are initiated via phone, the HR system/portal, or other access channels

• Meet business objectives by ensuring key measurements/guidelines such as SLA’s, KPI’s, and best practices are met

• Seeks rapid and efficient resolution of 'How To' questions using all available information, guidelines and training material, providing an efficient and compliant response and leveraging existing reference material.

• Document all incoming queries and calls, in our case management system and updates all relevant systems as needed

• Understands scope of services, analyzes nature of requests and escalates items to others as defined

• Responsible for maintenance of accurate and updated employee data. Inputs data and ensures data integrity, including participation in regular or external audit activities

• Responsible to ensure all required employee documentation is created, delivered and received according to set standards, including any follow-ups and takes ownership of daily operations work

• Become an expert in country/countries supported and other specialist areas (as applicable)

• Deliver high-touch customer service by using professional and customer-focused approach. Ensures employee data privacy where appropriate, including confidentiality and protection of sensitive employee reports or information

• Applies and follows documented Quality guidelines when handling employee inquiries demonstrating excellent verbal and written communication

• Participate in trainings and apply new learnings, including adoption of new services

• Active participant in the continuous improvement agenda. We value feedback and suggestions for improved efficiencies or processes. All team members are involved in system enhancements, testing, projects and translation updates (as needed).

• Helps and trains customers and HSR’s to navigate through the various self-service offerings across the HR systems and processes. Active participant in training delivery and training material creation and maintenance.

• Work in partnership with HR teams in supported country and other local/regional/global teams

• Work together with other HR Services Representatives and share team tasks as required

• Promote usage of official communication channels and services

Qualifications

WHAT YOU WILL NEED TO BE SUCCESFUL IN THIS ROLE

• 2 years of relevant HR services delivery experience or customer service experience

• Experience in HR, HR Operations & Service Delivery an asset

• Strong verbal and written communication skills; ability to synthesize complex information to effectively communicate recommendations to different set of target audiences and cultures and deliver trainings

• Excellent time management skills to meet priorities/deadlines/SLA’s, ability to handle multiple requests efficiently changing priorities as needed and work in a fast-paced environment

• Systems experience (MS Office apps like Excel, Word, Power Point; Oracle; Taleo; SFDC; HRC) and digital savviness with learning agility

• Excellent customer service focus and manner

• Data entry skills including excellent data quality, demonstrating accuracy and attention to detail in work

• Ability to work with complex processes, follow country specifics and handle confidential information

• General analytical and problem-solving skills and ability to identify issues to be escalated

• Continuous improvement mindset: take the initiative and actively participate in process or system improvements

• Ability to work well in a diverse team environment, seeking the ideas of others and valuing differing perspectives

• Positive and supportive attitude; Ability to maintain objectivity under pressure and deal with ambiguity and adapt to change

I,D&E STATEMENT

The Estée Lauder Companies’ collective vision is to be the most inclusive and diverse beauty company in the world, and to be both the employer of choice for diverse talent and the brand of choice for our global consumers. We are a people first company, respecting and caring for our employees, communities, and consumers. With consumers in approximately 150 countries and territories, and 70 languages at the point of sale in the UK & Ireland, it is essential that we continue to have a diverse workforce that understands local relevance and the changing beauty needs of all our global consumers.

COMPENSATION AND BENEFITS

• Hybrid Working (2 days WFH, 3 days office based)

• Generous Bonus Opportunity that usually performs ahead of target

• 25 Days Annual Leave (exc. Bank Holidays) that increases with length of service up to 29 days.

• 1 additional day of Annual Leave to celebrate your birthday

• Holiday Purchase scheme that enables you to get five additional days

• Summer Fridays for five months of the year

• Market leading Family Leave provisions

• Generous Staff Discount & Credit

• Benefits platform with exclusive discounts and offers

• Mental Health Wellbeing Provisions (Unmind App and Employee Assistant Programme)

Job: Human Resources

Primary Location: Europe, Middle East, Africa-GB-ENG-Fareham

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Job Number: 248782

Estee Lauder Companies is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.