HR Service Desk Advisor- Italian Speaking

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.

JOB PURPOSE
This is a key role within the HR Operations Team. The role is the first point of contact for employees and managers on all employment related matters. The role seeks to provide Burberry colleagues with consistent and timely resolution of their HR queries whilst demonstrating first class customer service.
The HR Service Desk Advisor will work with the wider HR Operations Team and utilise their creativity to identify and implement solutions to continuously enhance how we operate.
The role partners with the wider HR Operations Team including Payroll, Systems Team, Reward Operations, to ensure that a consistent service is provided to our colleagues.

RESPONSIBILITIES

• Act as the first point of contact for all queries related to HR Operations
• Accurately triage HR requests received via the HR case management tool whilst seeking first time resolution where possible
• Utilise appropriate communication channels to support the business - this includes case management, email, MS Teams, Live Chat and phone calls
• Work with team members to identify opportunities to continuously improve our ways of working
• Complete routine HR administration tasks such as absence, leavers and holiday entitlement queries
• Support the business with the resolution of operational escalations, complaints, and service delivery issues
• Use HR data to identify emerging trends and potential opportunities to enhance service delivery and customer experience
• Maintain externally facing HR content, updating where necessary based on analysis of case management data
• Support ad-hoc projects and other duties where required

PERSONAL PROFILE

• Must be fluent in both Italian and English
• Possesses a customer service mindset
• Proven organisational skills with ability to prioritise based on level of urgency and importance
• High levels of attention to detail
• Possesses strong verbal and written communication skills (email, phone and face to face)
• Proficient in use of standard MS Office software (Word, Excel, PowerPoint)
• Experience working in a HR role previously preferred
• Experience of working in a service delivery role (preferred but not essential)
• Other language skills desirable