People Support Desk Specialist

**Purpose of the Job**:
The purpose of the People Support Desk Specialist role is to attend to and resolve queries relating to payroll, benefits, mobility, organisation management, HR system incident management, compensation and learning from employees or line. The role is required to perform the necessary actions on applicable People systems (within scope of accountabilities) to address queries. The role may periodically be required to contact employees or line to support the provision of services and solutions. This role achieves success by addressing requests, queries and service initiatives within agreed timeframes and according to quality standards. The People Support Desk Specialists places the employee at the centre of everything they do; this team will therefore be required to work variable shift patterns outside of standard Monday-Friday working hours to render service continuity and support to our supermarket teams.

**Job Objectives**:
**Employee Centric Delivery**:
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) engagement. Resolving level
- one queries and requests and updating the relevant employee record. Routing or escalating unresolved queries or requests to the appropriate service or solution area for resolution. Monitoring the resolution of the query or request to ensure that it is resolved, and the employee or line has received feedback. Ensuring that the Group People Support Desk processes are carried out in accordance with agreed standards or procedures. Contacting employees and /or line as required enabling delivery of People services. Although initially Specialist may render specific support, as individuals grow in confidence, this is a great learning opportunity as they will diversify into providing support on multiple functional areas of expertise within the People capabilities.

**People (Self, Team & Organisational)**:
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.

**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 to organisational and legislative governance frameworks and standards including the H&S requirements and POPI Act. Identifying and providing inputs to mitigate of People Support Desk risks.

**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.

**Qualifications**: Diploma in Human Resources or Customer Services or equivalent Grade 12, National Senior Certificate
**Experience**:
2+ Years in an HR Contact Centre, shared service with employee interfacing exposures and/or a demonstrable track record of interacting with employees in a functional area - (payroll, benefits, org management ) or equivalent is essential.
Experience within the FMCG, retail sector or similar.

**Knowledge and Skills**: As relevant to perform the role.