Employee Services Specialist

Your key responsibilities will include:

• Provides generalist HR advice and guidance on our HR policies, processes, and general queries, acting as the first point of contact (via phone or email) for BAT employees where self-service is either unavailable or where the query cannot be resolved through the self-service channels available.
• Collects and verifies supporting documentation from employees and line managers to initiate / complete HR transactions.
• Analyses customer requests and determines where queries require specialist support or escalation to appropriate parties.
• Maintains employees' personal records in accordance with policies.
• Guides employees and managers in solving requests using the self-service functionalities of HR systems, including redirection to appropriate sources of information.
• Assesses own performance against service standards, established SLAs and KPIs, to ensure that a professional, efficient, and quality service is consistently provided to customers.

What are we looking for?

• Experience in HR Administration with an understanding of HR practices and policies.
• English language proficiency.
• Knowledge of the systems and technologies used (SuccessFactors – Employee Central, Case Management System, Knowledge Management System etc) will be a plus.
• Knowledge of HR policies and processes, interpretation of information vital to provide support or resolve transactions.
• Effective Communication - Demonstrates excellent verbal and written communication skills related to different communication channels and different groups of people.