People Services Tier 1 Specialist

Hello. We’re Haleon. A new world-leading consumer healthcare company. Shaped by all of us. Together, we’re improving everyday health for millions of people. By growing and innovating our global portfolio of category-leading brands – including Sensodyne, Panadol, Advil, Voltaren, Theraflu, Otrivin, and Centrum – through a unique combination of deep human understanding and trusted science. What’s more, we’re achieving it in a company that we’re building together. In an environment that we’re co-creating. And a culture that’s uniquely ours. Care to join us. It isn’t a question. 

Job Purpose:

Serves as the initial point of contact for employees at Haleon, focusing on delivering service excellence by providing timely and accurate solutions to Tier 1 cases. This role is essential for managing straightforward HR cases and facilitating smooth transitions for escalated issues.

Key Responsibilities

• Act as an initial point of contact for queries coming from employees via cases (ServiceNow), live chat, email and provide end-to-end navigation support and resolution. Manage Tier 1 cases providing accurate and timely solutions.
• Manage Tier 1 cases, ensuring accurate and timely solutions while maintaining a strong focus on service excellence and efficiency.
• Identify and escalate complex or unresolved issues to Tier 2, facilitating smooth transitions and ensuring timely resolution of employee concerns.
• Contribute to the continuous improvement of Tier 1 processes and service delivery through proactive feedback and participation in optimization and automation initiatives.
• Maintain clear and professional communication with employees, Tier 2 Specialists and other stakeholders throughout the case resolution process.
• Stay updated on relevant People Services policies, procedures and regulatory requirements to ensure accurate and up-to-date support for employees and compliance with standards.
• Perform audits (peer reviews) aligned with the Quality Framework designed for the location, ensuring service quality and identifying areas for improvement in processes.

Skills and Competencies

Technical

• Good level of knowledge of employee data management processes including data entry, maintenance and validation.
• Understanding of various HR policies, procedures and regulatory and data requirements.
• Proficiency in Workday and HR technology for effective service delivery.

Behavioural

• Excellent written and verbal communication skills to effectively assist employees.
• Strong analytical and problem-solving abilities with effective time management skills.
• Ability to work in a fast-paced and deadline-driven environment.
• Well-developed interpersonal skills, capable of communicating effectively with diverse stakeholders.

Qualifications

• Bachelor’s in human resources, business administration or similar field
• Minimum 2 years of work experience in a similar role

Why Join Us?

The future of everyday health is changing. And we’re the people changing it. In front of us is an incredible opportunity to go beyond what any of us have done before. And make everyday health more achievable, more inclusive and more sustainable. For more and more people. ​

So join us, as we build one of the world’s leading consumer healthcare companies. Join us to innovate our category-leading brands. To better understand people’s everyday health needs. To tackle the biggest barriers that stand in their way. To change individual and societal behaviour. 

In our efforts to further tackle barriers that may be standing in our way, we have implemented what we call a Hybrid Working model, known as Home office. Home office in the country of employment is permitted for all employees whose position allows it. The employee and the manager agree on the circumstances in which working from the office is required and in which the employee can work remotely or specific local arrangements. This helps us with ensuring that we maintain a healthy work-life balance, and give our best to our people.

Join us to work with colleagues who share your restless energy. To explore your interests. To stretch yourself to do the best work of your career. And join us, as together we build a working experience that encourages us all to lead happier, healthier, more productive lives. ​

The way we see it, every day is an opportunity for better. And we’re going all in to realise it. 

Please save a copy of the job description, as this may be helpful to refer to once the advert closes.

Care to join us. Find out what life at Haleon is really like www.haleon.com/careers/

At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone. We're striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives. We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

As you apply, we will ask you to share some personal information, which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

Haleon is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, Haleon may be required to capture and report expenses Haleon incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure Haleon’s compliance to all federal and state US Transparency requirements.

Accommodation Requests

If you require a reasonable accommodation or other assistance to apply for a job at Haleon at any stage of the application process, please let your recruiter know by providing them with a description of specific accommodations you are requesting. We’ll provide all reasonable accommodations to support you throughout the recruitment process and treat all information you provide us in confidence.