Support Associate, HR​/Recruitment

People Support Associate

As a People Support Associate, you will serve as the first point of contact for employees seeking Talent & Culture support. Leveraging your broad understanding of Talent & Culture policies and processes, you will provide guidance, resolve queries, and elevate complex issues when necessary. Your role is critical in ensuring employees receive timely and accurate support, contributing to an excellent employee experience.

• Act as the first line of support for employee inquiries, delivering accurate advice and guidance on Talent & Culture (T&C) policies, procedures, and processes
• Utilize available resources and technology, such as T&C systems and knowledge bases, to resolve queries efficiently
• Triage employee inquiries, resolving straightforward issues and escalating more complex matters to the appropriate teams (People Remuneration Services, T & C Executive Partners or Communities of Excellence)
• Maintain accurate records of employee interactions, ensuring all queries and resolutions are logged in the system
• Contribute to the development and maintenance of knowledge base content, including FAQs and guidance documents, to support employees and improve resolution rates
• Collaborate with colleagues and elevate issues when necessary to ensure timely and effective resolution of complex queries
• 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
• Deliver exceptional customer service, maintaining a friendly, empathetic, and professional approach at all times
• Stay up to date with company policies and T & C processes to ensure accurate and consistent advice is provided

• 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 organizational skills, with the ability to manage multiple queries and prioritize 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

We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at Web Beds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

• International highly skilled group of experts from all around the globe
• Dynamic environment with the chance to grow, influence & impact change
• Disruptive, fast-growing market leader within travel & endless possibilities
• Culture built on collaboration, empowerment and innovation