People Support Associate

About the Role

As a People Support Associate, you will be the first point of contact for employees seeking Talent & Culture support. You will provide guidance on policies and processes, resolve queries efficiently, and escalate complex issues when needed. Your role is critical in ensuring employees receive timely and accurate support, contributing directly to a positive employee experience across the organisation.

Key Responsibilities

• Act as the first line of support for employee enquiries, delivering accurate advice and guidance on Talent & Culture policies, procedures, and processes
• Triage employee enquiries, resolving straightforward issues and escalating more complex matters to the appropriate teams: People Remuneration Services, T&C Executive Partners, or Communities of Excellence
• Utilise available resources and technology, such as T&C systems and knowledge bases, to resolve queries efficiently and accurately
• Maintain accurate records of employee interactions, ensuring all queries and resolutions are logged in the system
• Contribute to the knowledge base, developing and maintaining FAQs and guidance documents to support employees and improve resolution rates
• Provide support for key T&C processes, such as onboarding, benefits administration, and policy interpretation
• Monitor open queries to ensure they are resolved within agreed timelines, keeping employees informed of progress

Qualifications

• Minimum 5 years of experience within HR/Talent & Culture service centre or shared services
• Experience in a HR/Talent & Culture, customer service, or contact centre environment
• Understanding of HR/Talent & Culture processes, policies, and employment legislation
• Strong communication and interpersonal skills, with a focus on delivering excellent customer service
• Proficiency in using HR/Talent & Culture systems, ticketing tools, and knowledge management platforms
• Exceptional organisational skills, with the ability to manage multiple queries and prioritise tasks effectively
• Attention to detail and accuracy when handling sensitive information and documenting interactions
• A proactive approach to problem-solving and a willingness to learn and adapt in a dynamic environment
• Collaborative mindset, with the ability to work effectively within a team and across departments
• Discretion and confidentiality when dealing with employee data and sensitive issues

About the Company

Web Travel Group is a global B2B organisation servicing the travel industry, connecting hotels and other travel sellers to a diverse network of travel buyers all over the world through our trade only digital travel marketplace brand – WebBeds. WebBeds provides powerful distribution solutions that make selling and buying travel easier. WebBeds partners are supported through a truly global footprint, with a team of 2,000+ people in 120+ cities across 50+ countries speaking 50+ languages.