HR Associate
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!
Responsibilities
- 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.
- The role involves supporting the UK Region and requires working 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.
Requirements
- Bachelor’s Degree in IT, Business, or related field or equivalent work experience.
- Excellent verbal and written communications in English.
- Prior experience working in an HR contact center/shared service or operations environment supporting inquiries and transactions across multiple HR or P&C functions is preferred.
- A sincere enthusiasm for assisting an HR or People & Culture operations team.
- Enthusiasm for providing high-quality customer service, combined with adaptability and flexibility.
- Ability to multitask and work effectively and efficiently, delivering high-quality work in a fast-paced, changing work environment.
- Ability to appropriately handle employee information that is both confidential and sensitive.
- Works under general direction; must be able to work independently.
- Ability to apply knowledge guide materials in performing research and answering inquiries.
- Expertise working with digital tools, HR systems, and technology-enabled support platforms, including chat and AI-assisted tools.
- Interest in investigating and adopting new technologies including AI, automation, and chatbots to improve employee support and operational efficiency.
- Excellent judgment to validate information, identify when a blocking issue arises, and ensure AI-supported outputs meet policy, quality, and compliance standards.
- Experience giving to knowledge management, chatbot content, service improvement, or process optimization is a plus.
Benefits
- Robust benefits package
- Global career opportunities
