People Experience Officer

We are recruiting to fill the position below:

Job Title: People Experience Officer - People Helpdesk

Location: Remote

Job Purpose

• Working closely with Payroll Operations, Contracts & HR Administration, Employee Lifecycle, Talent Acquisition, and PBPs, you ensure queries are resolved efficiently and routed correctly.
• You help employees navigate policies, processes, and systems by providing clear, timely, and accurate responses.
• People Experience Officer is the first point of contact for employees seeking support on People-related matters.
• Your work helps employees feel supported and informed, reinforcing trust in the People Team’s day-to-day operations.

Key Responsibilities

• Ensure interactions uphold confidentiality and follow internal governance standards.
• Identify recurring issues or patterns and flag them to the Lead, People Helpdesk for possible process or documentation improvements.
• Maintain up-to-date knowledge of People policies, processes, and systems to provide consistent and reliable guidance.
• Update and maintain helpdesk FAQs, scripts, and response templates to improve clarity and reduce repeat questions.
• Triage incoming questions and route them to Payroll, HR Admin, Lifecycle, Talent Acquisition, or HRIS teams when escalation is required.
• Provide general administrative support to People Experience during peak periods.
• Help maintain documentation and knowledge base content so employees can self-serve where appropriate.
• Respond to employee queries through the helpdesk system, ensuring professional, accurate, and timely resolutions.
• Support new joiners by assisting them with People systems, documentation, and policy-related questions during their onboarding period.
• Track and record all helpdesk interactions, ensuring data accuracy for reporting and trend analysis.

Qualifications

• Strong communication skills with the ability to simplify information for employees.
• Basic understanding of HR processes and employee lifecycle stages.
• Good organisational skills and confidence handling multiple queries at once.
• Comfortable working with helpdesk or ticketing systems and HR platforms.
• 1–3 years of experience in HR support, customer service, or a People Experience role.

Preferred Qualifications:

• Experience supporting teams in a fast-paced or multi-country organisation.
• Familiarity with HRIS tools, internal knowledge bases, or digital service platforms.
• Interest in People Experience, service delivery, and process improvement.

About You

• You’re organised and capable of managing volume without dropping detail.
• You enjoy helping people and take pride in providing a smooth support experience.
• You ask the right questions and seek clarity before providing responses.
• You are patient, approachable, and clear in your communication.
• You understand confidentiality and handle sensitive information with care.
• You’re eager to learn more about People Experience and develop your expertise.

What Success Looks Like:

• Noticeable reduction in repeated questions due to improved templates and FAQs.
• Employees see the helpdesk as a reliable, friendly, and knowledgeable support channel.
• Helpdesk insights contribute to updates in policies, workflows, or system guides.
• Positive feedback from employees and People Experience around clarity and dependability.
• Accurate routing and clear documentation of all cases.
• Consistent, timely responses to helpdesk queries with high employee satisfaction.