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This role exists to enhance the People Experience (PEX) by delivering real-time, efficient, and effective HR support that empowers employees and strengthens our HR service delivery model. You’ll be part of a team that believes in doing work that matters — for people and the planet.
Job Responsibility:
Deliver real-time support for HR queries via live chat enabled by ServiceNow, ensuring service excellence and employee satisfaction
Guide employees and candidates through HR processes and systems, providing clear, step-by-step assistance when needed
Collaborate with HR team members and Centres of Excellence to maintain and update an accurate knowledge base for query resolution
Identify and escalate complex issues in line with the Unilever HR service delivery model
Handle sensitive employee information with the highest level of confidentiality
Contribute to continuous improvement of HR services by sharing insights based on customer feedback and chat analytics
Ensure adherence to defined SLAs and maintain quality standards in all interactions
Support the integration and navigation of new technologies within HR processes
Foster collaboration across multiple hubs and locations to deliver a seamless HR experience
Requirements:
Proven experience in customer service, HR advisory, People Experience (PEX), or live chat support within an HR context
Strong understanding of HR processes and policies, ideally with experience in regional or multi-country operations
Excellent written communication skills in English, with the ability to provide clear and concise information in real time
Proficiency in using live chat/case management platforms and HR information systems (e.g., Workday, ServiceNow)
Ability to prioritize effectively in a fast-paced environment while maintaining high standards of quality and confidentiality
Nice to have:
Bachelor’s degree in Human Resources, Business Administration, or a related field
Ability to speak an additional European language
Experience leveraging technology to improve HR service delivery and employee experience
What we offer:
Hybrid work and flexibility
Opportunities for the development and improvement of qualifications
Sharing the cost of professional training & courses
life insurance
private medical care
pension fund
sharing the cost of sports activities
Benefits System – Cafeteria and many others
Extra days off to take care of yourself and others
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