HR Customer Support Consultant I

Job description

Details:
*This position may require work hours between 8am - 8pm EST Monday through Friday*

Company Overview:
GSK has a 150-year legacy of helping to transform the health, lives and futures of millions of people around the world. We're a science-led healthcare company with more than 100,000 people working in 115 countries. Each year we produce around 4 billion packs of medicine, nearly 900 million doses of vaccine and more than 18 billion packs of consumer healthcare products. Our focus of helping people do more, feel better and live longer is at the center of all that we aim to do.

Job Overview:
The HR Customer Support Consultant I is responsible for providing end-to-end ownership & ensure resolution in a wide range of employee and manager inquiries and requests that come into the Tier 1 team. The cases will range from simple to complex and many will require the HR Customer Support Consultant I working with other members of the Tier 1 group or other HR Operations partners to reach resolution.

The HR Customer Support Consultant I will engage employee or manager and will seek to understand the scope of the inquiry or request. The job holder will either proceed to providing resolution or will conduct further research and proactive management on behalf of the customer of required interactions with other HR teams prior to providing resolution. All cases will be logged into the case management tool to ensure ability to track the status and progress of all inquiries.

Key Job Responsibilities:
Provide end to end customer support for employees and managers reaching out to HR Operations via phone, live chat or web submit.
Provide appropriate and accurate information to employees and managers regarding HR programs, services and policies
Create case in case management system and act as the central contact for the employee or manager, ensuring they are kept up to date with regular updates and follow up for closure.
Obtain and evaluate information from callers, make recommendations and implement appropriate actions.
Proactively question employees to identify information to detect trends of common concern that need to be addressed company-wide.
Uses knowledge management tools effectively to ensure accuracy of information and stays abreast of changes in knowledge management content.
Possesses deep knowledge of Workday and HR processes, and an understanding of the downstream impact of transactions to benefits, pay, and other areas (Workday experience)
Assist employees with navigation of web tools, including self-service
Work closely with HR Workforce Analysts to ensure all procedures are followed and with other HR Service Providers & HR Partners
Other responsibilities of the job holder include coaching to colleagues and managers.
The job holder may also be part of ongoing training initiatives and in helping to facilitate or train colleagues.
There will also be projects related to operational effectiveness and continuous improvement.

Contact information:
You may apply for this position online by selecting the Apply now button.

If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK HR Service Centre at 1-877-694-7547 (US Toll Free) or (outside US).

GSK is an Equal Opportunity/Affirmative Action 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.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

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, GSK may be required to capture and report expenses GSK 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 GSK's compliance to all federal and state US Transparency requirements. For more information, please visit GSK's Transparency Reporting For the Record site.

jobDetails

Desired profile

Basic qualifications:
Bachelors Degree or equivalent experience and 2 years of relevant experience
Excellent and high level of expertise in standard MS Office software (word, excel, PowerPoint)
Excellent written communication (language and grammar).
Excellent verbal communication including excellent listening skills.
Must work well, both independently and with a team.
Ability to work in a fast paced, rapidly changing environment.
Able to handle multiple tasks and assignments simultaneously while maintaining customer communication
Knowledge and understanding of HR processes and procedures

Preferred qualifications:
Customer Service background (preferred)
High level of integrity and ability to maintain confidentiality of information
Ability to understand root cause of issues and effectively problem solve
Able to present information to customers clearly and concisely and respond to challenging problems
Strong analytical skills and sound knowledge of reporting tools
Excellent time management, planning and organizational skills and ability to work to tight deadlines
Familiar with case management and the use of the intranet for information searching