HR Customer Service Representative
il y a 2 semaines
The
EIB, the European Union's bank, is seeking to recruit for its Human Resources Directorate (HR), Analytics, Remuneration & Employees Services Department (ARES), Customer Service Unit (CSU) at its headquarters in Luxembourg, a
HR Customer Service Representative.
This is a full-time position at grade 2/3 for which the EIB offers a permanent contract.
- _internal benchmark:_ _Senior /Principal Operational Assistant_
_ Panel interviews are anticipated for end of September 2023. _
Purpose:
The HR Customer Service Representative acts as the first point of contact for internal clients, including EIB (and in some cases EIB Group) employees, newcomers, and retirees, who have queries regarding HR services in order to deliver an outstanding customer experience and thus contribute to the operational and service excellence that HR aims to deliver.
Operating Network:
The Human Resources (HR) function is essential to the Bank.
We need HR professionals of diverse talent to help us hire, engage, reward, develop and retain our most valuable asset:
our people.
The HR Customer Service Representative is, after information and self-service available via HR Portals, the first point of contact for EIB (and in some cases EIB Group) employees, newcomers and retirees who have queries or issues with services provided by HR (the internal customers).
The HR Customer Service Representative reports to the Head of the HR Customer Service Unit and works in close collaboration with internal customers, HR Customer Service team members and various functional specialists in HR aims at delivering a high quality and customer HR centric service in accordance with functional guidelines.
The HR Customer Service Representative deals with a wide set of HR topics, including Compensation & Benefits, Onboarding & Departures, Time Management and HR Systems, which will be gradually extended to other HR processes.
Accountabilities:
- Ensure the smooth functioning and delivery of a high quality and customer centric service by handling the HR frontline liaison with EIB (and in some cases EIB Group) employees, newcomers, and retirees (as internal customers) in line with a tiered HR service delivery model and defined servicelevel agreements.
- Reply promptly and autonomously to incoming queries on standard HR policies through a case management system and typically video/phone calls or in person meetings with the internal customers. Provide efficient and accurate guidance to the internal customers by walking them through the problemsolving process to find answers, leveraging relevant selfservice and knowledge on HR portals (e.g., for automatic certificates, supporting selfservice transactions, pointing at the knowledge articles in HR portals to find the relevant information).
- Ensure proper recording, documentation, and closure of issues by making use of the case management system to log / close and escalate queries.
- Contribute (with the other Team members and Head of Unit) to the continued improvement of the information and selfservice available via the HR Portals e.g., by proactively identifying frequently asked questions and proposing correct, userfriendly content and guidance. Share knowledge within the Unit.
- Actively participate as a team member to move the HR Customer Service towards the completion of its goals. Participate to the continuous improvement of the service, processes, and technologies within the Unit by identifying improvement opportunities, participating in the optimisation of working methods and raising new ideas that ultimately foster customer satisfaction and efficiency.
- Build and maintain good working relationships with peers and internal/external counterparts.
Qualifications:
- Secondary level diploma, complemented with a 2year certification or equally qualified experience preferably in Human Resources, Psychology or Social Sciences
- At least 5 years of professional experience in a "customer support service" role in a multicultural organisational environment
- Excellent communication skills with proven ability to engage empathetically with multiple stakeholders
- Strong team spirit and pride to act as first point of contact for HR
- Proactive attitude and solution oriented, continuous improvement and optimisation mindset
- Ability to multitask, prioritize, and manage time effectively
- Good knowledge of standard HR Policies
- Good understanding of EIB's mission, organisation, and activities
- Good knowledge of the standard office tools (Word, Excel, and PowerPoint)
- Experience working with HR case management tools would be considered an advantage
- At ease with IT systems, experience in information/document management would be considered an advantage
- Excellent knowledge of English and
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