Description
As an HR Associate within the Information Technology division, you will play a key role in progressing our People & Culture initiatives. You will contribute to improving employee support and service delivery. This role suits passionate individuals dedicated to using modern technology to transform HR functions and employee experiences!
Deliver outstanding customer support when responding to P&C questions from employees, P&C business partners, and managers through various intake channels including email, chat, phone, and AI-powered service platforms.
Resolve inquiries accurately and timely by accessing knowledge guides and information in multiple HR systems, including chatbot and AI-assisted knowledge tools where applicable.
Support the UK Region and work in UK shifts accordingly.
Apply a case tool to capture all inquiries, customer information, case data, and updates. Communicate the resolution to the requestor or bring up more complex issues to the appropriate team.
Process transactions by collecting required information from the employee, manager, or HR or equivalent experience.
Effectively communicate HR policies and programs while explaining sophisticated subjects in a clear and user-friendly way.
Manage workload efficiently to fulfill commitments in accordance with established service level agreements (SLAs).
Update the conversation and resolution provided on the helpdesk tool.
Support adoption and day-to-day use of AI-powered service tools and chatbot solutions to improve response quality, consistency, and speed.
Identify common inquiry themes and contribute to chatbot content, knowledge articles, and response templates to improve self-service and reduce repetitive cases.
Review AI- or chatbot-generated responses for accuracy, tone, compliance, and appropriateness before or after delivery, as required by process.
Partner with internal teams to flag gaps, trends, and improvement opportunities in knowledge content, chatbot workflows, and employee support journeys.
Use data and reporting insights to help optimize service delivery, employee experience, and digital support channels.
Ensure the careful and appropriate use of AI tools while safeguarding sensitive and confidential employee information.