Support managers and employees across the organisation on all employment-related matters and work in close partnership with the HR Business Partners and HR Business Services team to provide users of the service with exceptional customer service and issue-resolution. 

RESPONSIBILITIES

• Act as the point of contact for queries received via phone, ticket and email for all hire to retire activities 
• Ensure customers are communicated within an effective and timely manner 
• Become an expert in the hire to retire process
• Respond positively and professionally to escalations and complaints, whilst ensuring good customer service is consistently delivered 
• Highlighting emerging trends and potential issues that may impact service delivery to ensure that the customer experience is not compromised 
• Support with Reward Administration tasks for key annual activities such as Year-end annual review, Benefits Window, Living Wage, Long service awards and queries
• Act as the escalation point for managers
• Continually look at ways of improving the end to end process  
• Supporting ad-hoc projects and other duties where required 

PERSONAL PROFILE 

• Experience of in-house HR operations
• Excellent customer service skills
• Works well under pressure and meets tight deadlines
• Strong critical thinker and attention to detail   
• Ability to self-manage and prioritise as needed
• Experience of working in a service delivery role (preferred) 
• Good verbal and written English language communication skills, plus two or more of the following languages:
  • Mandarin
  • English

MEASURES OF SUCCESS

• Customer Satisfaction
• Timely and accurate case/ticket resolution
• End to end process knowledge and expertise
• Teamwork  

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.  

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.