People Support Desk Coordinator

**Purpose of the Job**:
**Job Objectives**:
**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.
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

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

**Experience**:
+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).

**Knowledge and Skills**:
**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 act