People Solutions Specialist

About the role

We are seeking a passionate People Solutions Specialist to be the first point of contact for employees, delivering service excellence by handling Tier 1 HR cases and ensuring smooth transitions for escalated issues.

Key responsibilities

• Act as initial contact for employee queries via ServiceNow, live chat, and email, providing end‑to‑end navigation and resolution.
• Manage Tier 1 cases with accurate, timely solutions while maintaining service excellence.
• Identify and escalate complex or unresolved issues to Tier 2 specialists.
• Contribute to continuous improvement of Tier 1 processes through feedback and optimisation initiatives.
• Maintain clear communication with employees, Tier 2 specialists, and stakeholders throughout case resolution.
• Perform peer‑review audits aligned with the Quality Framework to ensure service quality.

Required profile

• Bachelor’s degree in Human Resources, Business Administration or a related field.
• 1‑2 years of experience in a similar HR service role.
• Strong analytical, problem‑solving and time‑management abilities.
• Excellent written and verbal communication skills.
• Ability to work in a fast‑paced, deadline‑driven environment.

Required skills

• Proficiency with Workday HR system.
• Experience using ServiceNow or similar case‑management platforms.
• Knowledge of employee data management processes, including data entry, maintenance and validation.
• Understanding of HR policies, procedures and regulatory requirements.