HR Operations Coordinator (x1 German Speaking & x1 Russian Speaking)

INTRODUCTION

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.

JOB PURPOSE

We are seeking one German speaking Employee Services Coordinator and one Russian speaking Employee Services Coordinator to partner with the wider HR Operations and Centre of Expertise to ensure that an excellent level of customer service is provided to the business and report into the Employee Services Manager.

The Employee Services Coordinator is responsible for managing and responding to queries escalated from the HR Service Desk including queue management of HR system tasks via Employee Central. We are looking for colleagues who have a real passion for people, have what it takes to deliver excellent customer service and who are self-motivated, flexible and keen to learn.

This is a key role within the Employee Services team providing Tier 2 support to managers and employees in Northern Europe/Russia and the UK on all employment-related matters and will work in close partnership with the HR Service Desk Advisors to provide users of the service with a first-class customer service and issue-resolution.

As an HR Operations Tier 2 Coordinator, you will be a conceptual thinker with superb organisational and time management skills with the ability to multitask and work at pace. You will possess great conflict management and problem solving skills with a strong understanding of end to end HR life cycle activities.

Central to the role is Employee Central, our HR information system and People portal, where you will be accountable for accurate and timely input of data and taking appropriate action to maintain the correct organisation, employee and job records. The role will require you to maintain the highest standards of confidentiality and attention to detail to ensure the integrity of personal data and HR records.

RESPONSIBILITIES

• Act as the escalation point for queries, working in partnership with the HR Service Desk via phone, ticket and email for all hire to retire activity.
• Provide HR advice and support for employees
• Work closely with the wider HR team including Payroll, HR Advisor and Business Partner to ensure that advice and guidance is provided with consideration of local labour and employment laws
• Ensure customers are communicated within an effective and timely manner
• Continuous improvement mindset
• Respond positively to escalations and complaints to ensure excellent customer service is consistently delivered
• Highlighting emerging trends and potential issues that may impact service delivery to ensure that the customer experience is not compromised
• Support with Reward Administration tasks for key annual activities such as Year-end annual review, Benefits Window, Living Wage, Long service awards and queries.
• Support the training and upskilling of the Tier 1 HR Service Desk Advisors
• Manage all queries that have been escalated by the HR Service Desk
• Act as the escalation point for managers
• Supporting ad-hoc projects and other duties where required

PERSONAL PROFILE

• Fluent in either German or Russian both written and spoken
• Excellent customer service standards
• Works well under pressure and meets tight deadlines
• Strong critical thinker and attention to detail
• CIPD qualification preferred but not essential
• Experience of working in a HR service delivery role (preferred)

FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

Posting Notes: United Kingdom || Not Applicable || Leeds || Human Resources || HR Administration and Customer Management || n/a ||