People Support Desk Coordinator

About the Role

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).

What You Bring

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).

What You'll Do

Key Duties

• 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.