Senior Assistant, People Services First Contact Germany

Job Purpose

The primary contact point for all employees, managers and third parties by responding professionally and properly to enquiries on the phone and via Genie, our Service portal. This includes all P&C-related topics and employee requests using predefined scripts, Genie knowledge platform, and FAQ resources, aligning with People Services' service level agreements.

Key Responsibilities

• Supporting all CCEP employees/managers as well as third parties in Germany as the first point of contact for People & Culture (P&C)-related processes, various systems/tools, guidelines and questions
• Appropriate and clarifying review within the agreed timeframe by means of escalation, reference or closing contacts by phone, service portal, with responsibility for responding within the Service Level Agreements (SLAs)
• Handling of certificates and data entry (e.g. bank or address changes) for employees without system access
• Release documents for the electronic personal file and Health file (BEM), enter accident reports
• Main contact for GDPR data access and deletion requests for in collaboration with data privacy for our (former) employees
• Cooperative collaboration with stakeholders (CoE, specialist teams, people services teams, etc.) to provide high quality customer service
• Continuous improvement of workflow and processes, including communication of improvement to other areas (e.g. CoEs, process specialists, etc.)
• Coordinating the provision and updating of personnel-related topics in the knowledge database in Genie for P&C, managers and employees
• Sub-project responsibility in various national and international projects

Key Stakeholders

• Internal: People & Culture: All, Employees, Managers, BPT
• External: e.g. former employees (retirees), authorities (Health Insurance, Labour Offices)

Experience required

• P&C Shared Service Centre
• Admin / People & Culture experience

Language Capability & expert level

• English : Essential + other CCEP language, preferable German

Education & Qualifications required

• Completed commercial vocational training or qualification with focus on human resources
• Professional experience in a comparable role

Behavioural Capabilities

• Effective communication (written & verbal)
• Customer Focus
• Adaptability to changing requirements and contact persons
• Confidential handling of personal data
• Reliability in dealing with personal concerns
• Continuous Improvement
• Accuracy & attention to detail
• Collaborating
• Accountability
• Managing multiple priorities