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Join the HR team for the Regional Shared Services, supporting Amazon across certain EMEA Countries. We are looking for Absence Management Investigator to join the growing Shared Services team on a permanent basis, specializing in Leave and Absence Case Management. The role will have a strong focus on customer obsession and operational delivery, ensuring outstanding levels of service to internal customers.
This is a new team, which will be delivering HR case management and advisory services, online and over the phone. Successful candidates must have experience of working in an HR environment, or in a customer-focused role, and be able to work with accuracy in a fast-paced environment. Typical duties include:
- Pro-actively managing absence cases with employees using the shared service case management system
- Perform analysis based on existing absence data to help make decisions on appropriate next steps
- Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus
- Resolve customer queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved.
- Ensure that systems are updated with a high degree of attention to detail
- Carry out audits and checks on responses and cases raised as required to ensure a high degree of accuracy and ongoing service delivery.
- Communicate effectively both verbally and in written form with employees to explain and resolve queries and concerns. This could be via email, phone and chat / instant messaging.
- Be part of a team that actively seeks customer feedback to improve levels of service.
- Participation in the continuous improvement of HR processes.
- Shift working patterns, 7 days a week (40 hours a week).