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Full-Time Contact Center Advisor Diageo

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Job Description

Team / organisation unit description: To apply please click here: https://diageo.com/contact-centre-advisor

The Contact Centre Advisor 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 will also demonstrate good judgement to interpret the customers need and appropriate response. They receive and process requests and enquiries using the technology and documentation provided and are the link between employees/customers and the Service Centre. Contact Centre Advisors 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.

Tasks and activities

Processes all incoming calls and emails into activities, redirecting to other first point teams where appropriate
Resolves all queries possible including investigation and customer interaction
Creates documents on request
Involvement in specific projects throughout the year e.g. benefits enrolment, visa check, organisation restructure support etc. Including planning, team work and execution
Manages activities relating to all workload on the SNOW query management system, including comprehensive notes and audit trails
Provides excellent customer experience by owning issues, managing expectations and closing the loop for employees, line managers and HR colleagues.
Active ambassador for the HR model in the business, coaching employees and managers through their People Processes, on the use of self-service, about Compliance requirements and also how to best leverage HR support
Ensure compliance requirements are understood and adhered to in relation to process execution and ways of working and that all CARM controls are upheld within the team and with customers. Zero breaches of data privacy, security or COBC policies.

Requirements

English |Advanced |Required

Dutch |Advanced |Required

Fluent Dutch knowledge & fluent, accurate English knowledge is essential
Ability to prioritise effectively, switching effectively between calls and emails and balancing activating new queries with resolving existing one
Keen attention to detail
Experience in HR is highly desirable. Experience of working in a Shared Services environment also advantageous
Prior experience in delivering excellent customer experience is essential
Strong Microsoft Office skills including Word and Excel

What we offer

To apply please click here: https://diageo.com/contact-centre-advisor

Endless.

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