The Estée Lauder Companies HR Employee Services Representative, OneSource - 6 months FTC in Fareham

Join our wonderful OneSource team based in our Kites Croft office as a HR Employee Services Representative for 6 months. You will be responsible for providing high-touch HR services support to all internal and external customers interacting with OneSource HR. In this role you will encompass two key job functions, as the first point of contact for the resolution of employee and manager inquiries and requests that are escalated via phone, email, chat, the HR portal, or other access channels and for the processing of transactions for the employee lifecycle from hire to retire.

Accountabilities

• Provision of exceptional customer service to OneSource HR customers.
• Leveraging tools such as Case Management and Knowledge documents to respond to and track employee and manager inquiries.
• Accurate management of cases within the case management tool.
• Inputs data with speed and accuracy, whilst ensuring data integrity, utilizing Oracle database.
• Helps customers navigate through Tier 0 (self-service) materials and functionality.
• Working to agreed SLAs to provide data and information as to the effectiveness of the services provided.
• Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees via email.
• Seeks rapid and efficient resolution of 'How To' questions using scripts, FAQs, and desktop procedures without deviation, promptly resolving upon first call/contact.
• Abides by documented Quality guidelines when handling customer calls.
• Understands scope of services and escalates items to others as defined.
• Investigates requests which cannot be resolved by analyzing the nature of the request and routing to appropriate internal or external group for support.
• Uses professional and customer-focused approach to handle customer inquiries.
• Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information.
• Ensures quality customer experience by communicating empathy to de-escalate difficult situations.

Qualifications

• Excellent customer service focus and manner.
• Excellent verbal and written communication skills.
• Data entry skills including excellent data quality, demonstrating accuracy and attention to detail in work.
• Previous data entry or customer service experience preferred.
• Experience in Excel and Word and strong working knowledge of Oracle HRIS system preferred.
• Ability to work well in a team environment, seeking the ideas of others and valuing differing perspectives.
• Ability to solve problems in a timely manner and take initiative to make processes and programs better.
• Ability to learn new systems.
• Excellent organizational skills.
• Ability to handle multiple requests in a timely manner.
• General analytical and problem-solving skills.
• Ability to deal with ambiguity.
• Ability to handle confidential information.
• Ability to identify when data-related issues need to be escalated.
• Ability to work with diverse people.

Compensation Data

• Hybrid Working (2 days WFH, 3 days office based).
• 25 Days Annual Leave (exc. Bank Holidays).
• 1 day Annual Leave to celebrate your birthday.
• Holiday Purchase opportunity.
• Bonus Opportunity.
• Summer Fridays.
• Generous Staff Discount.
• Mental Health Wellbeing Initiatives.
• Benefits platform with exclusive discounts and offers.
• Employee resource groups.
• LinkedIn learning.

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.