People Support Desk Coordinator

Purpose of the Job

The purpose of the Coordinator: Group People Support Desk role is to attend to and resolve basic employee queries (submitted via telephonic or email) relating to payroll, benefits, mobility, organisation management, HR system incident management, compensation and learning for the Shoprite Group. The role is required to perform the necessary actions on applicable People systems (within scope of accountabilities) to address queries of low complexity (I.e., People+ Support, ticket assignments, automated Dept of Labour documents, employment confirmations, etc.). The role may periodically be required to contact employees or line managers to support the provision of services. The Group People Support Desk places the employee at the centre of everything they do; this team will therefore be required to work outside of standard Monday - Friday working hours to render service continuity and support to our supermarket teams which includes Saturdays and Public holidays (45-hour work week).

Employee Centric Delivery
Providing excellent customer service experience to all Shoprite employees with clear communication and feedback to employees as customers of people services.
Participating in all People Service Desk activities to support the Group's employee value proposition and related employee experience.
Receiving and logging queries, requests and/or incidents on the relevant system to generate a record of customer (employee or line manager) engagement.
Resolving level one support queries and updating the relevant employee record.
Applying Group People Support Desk processes in accordance with agreed standards or procedures.
Contacting employees and /or line manager as required to enable the delivery of People services.

People (Self, Team & Organisational)
Supporting People Support Desk Specialists with tickets assignments as and when required.
Participating in and aligning with the People Support Desk team to deliver solutions and services to the business.
Participating in various People Support Desk team activities that foster an innovative, agile and employee centric culture where employees are supported, empowered, and valued.
Participating in various People Support Desk team activities that foster a wellness culture to ensure that the team mentally, physically, and emotionally feel supported.
Participating in the enablement of a culture of open and transparent communication within the People Support Desk team.
Remaining knowledgeable of changes to policies and procedures.

Financial, Reporting & BI
Ensuring accuracy in data input and relevant reports as applicable to the People Support Desk function.
Using official data sources to inform People Support Desk outputs.

Governance & Compliance
Ensuring compliance with relevant labour relations frameworks and legislation.
Ensuring compliance with organisational and legislative governance frameworks and standards including the H&S requirements and POPI Act.
Identifying and providing inputs to mitigate People Support Desk risks.
Adherence to Shoprite standards, policies and procedures.

Future-Fit
Participating in the integration and effective flow of work with other service areas and business.
Identifying opportunities for continuous improvement in People Support Desk services.
Suggesting or sharing ideas related to relevant People Support Desk technology requirements where required

Diploma in Human Resources or Customer Services or equivalent - (beneficial).
Grade 12, National Senior Certificate - (essential).

+1 years in an HR Contact Centre, shared service with exposure to interacting with employees in a functional area – (payroll, benefits, org management) or equivalent - (essential).
Experience within the FMCG, retail sector or similar - (preferred).

Employee (Customer) Support orientated – Committed to providing high-quality employee support service. Empathizes with employees and ensures their needs are understood, expectations met, and queries resolved timeously. Always thinking of the employee first as well as leaving a good impression.

Executing & achieving - Identifies what needs to be achieved. Establishes priorities and manages time effectively. Creates clear action plans including tasks and timelines. Takes account of possible changing circumstances. Monitor own progress to ensure the accurate and timely completion of work. Sets realistic goals for themselves. Clarifies task requirements and expectations for delivery. Monitors activity to measure progress against set timelines. Ensures tasks have been completed in line with expectations.

Responding & adapting - Remains productive and maintains high levels of performance in a pressurised environment. Remains calm and composed in stressful situations. Is able to maintain focus in pressurised environments. Maintains a positive outlook believing challenges can be overcome. Perseveres despite setbacks, not giving up prematurely. The ability to embrace uncertainty and adapt swiftly to changing situations. Is comfortable working with ambiguity. Adapts to new information and changing conditions. Demonstrates a willingness to change ideas or perceptions based on new information or contrary evidence.

Analysing & Innovating - Works through the relevant details and facts. Makes connections in information identifying how different aspects of a problem are related and possible causes within the context of their role. Recognises the need for additional information and works to obtain it. Develops alternative approaches to the prevailing processes. Modifies and adapts current methods and approaches to better meet needs. Displays curiosity and an openness to
new ideas. Takes accountability for embracing new processes, methods or systems that are introduced.

Performance & output alignment - Interprets individual performance data to identify areas of poor performance. Co-creates individual performance improvement plans. Aligns functional activities and outputs to the broader People team. Seeks to continuously improve.

Human Capital Administration - Knows the human capital administrative processes to process employee data. Generates employee documentation in support of a human capital process. Knows the regulatory and policy requirements to maintain and keep employee files and records. Basic skills in the use of human capital systems to maintain people data. Knows the importance of maintaining confidentiality when working with employee information.

Knowledge of HR policies and procedures - Applies knowledge of Human Capital policies and procedures. Understand the human capital legislative and regulatory requirements.

Knowledge of legislation and regulation s - Applies knowledge of legislation and regulations that guide work within own work environment. Knows the requirements to maintain compliance with the required regulations.

Governance & ethical behaviour - Applies the Governance Policy, Code of Conduct and ethical behaviour. Seeks to understand and learn from non-compliance and implements suitable corrections. This is a new capability for the People team, we believe that over and above the competencies above, the below areas provide additional context to competencies required in this role:

- Communication - Displays sound telephonic communication skills, such as building rapport, use of voice, questioning skills, active listening and dealing with difficult customers. Able to apply telephonic communication skills in a wide range of situations. Able to guide and coordinate related activities for others.

- Communication (written) - Able to write concisely, using correct syntax, grammar, punctuation and spelling. Knows the importance of using an appropriate style, register and tone for the context and the target audience.

- Handling difficult calls - Connect with customers. Able to recognize how people react to problems or possible poor service situations. Knows what triggers to avoid when dealing with angry or irate customers. Able to manage own reactions. Able to use strategies that work within the situation. Able to use empathy and active listening to fully understand customer problems.

- Quality focus - The ability to meet set expectations and to adhere to required quality
standards. Take pride in the quality of their work. Takes accountability for the quality of their
work. Ensures deliverables meet quality standards.