At Aristocrat, we are committed to bringing joy to life through the power of play. As a People Partner, Associate I in our vibrant People & Culture (P&C) team, you will have the unique chance to employ innovative technology to improve employee experiences and service delivery. This role suits individuals passionate about innovation, employee support, and digital excellence.
As an important part of our team, you will have a vital role in delivering a world-class experience for our employees. Your efforts will directly influence our mission by improving our P&C functions and progressing our digital capabilities. If you are ambitious and eager to make an impact, this role offers you the opportunity to excel!
What You'll Do
- Deliver exceptional customer support by responding to P&C inquiries from employees, business partners, and managers through various channels including email, chat, phone, and AI-powered service platforms.
- Address inquiries precisely and swiftly by consulting knowledge guides and various HR systems, incorporating chatbot and AI-supported tools.
- Support your assigned region within the relevant shift pattern to provide timely assistance to collaborators.
- Apply a case management tool to capture inquiries, customer information, and case updates, ensuring clear communication of resolutions.
- Process transactions by collecting necessary information from employees, managers, or P&C equivalents.
- Communicate P&C policies and programs effectively, simplifying complex subjects for easy understanding.
- Manage your workload efficiently to meet established service level agreements (SLAs).
- Update helpdesk tools with conversation details and resolutions.
- Support the adoption and daily use of AI-powered service tools to improve response quality and speed.
- Identify common inquiry themes and contribute to chatbot content and knowledge articles to enhance self-service options.
- Review AI-generated responses for accuracy and appropriateness, ensuring alignment with policies.
- Collaborate with internal teams to highlight gaps and opportunities for improvement in knowledge content and employee support.
- Apply data insights to optimize service delivery and digital support channels.
- Guarantee the secure and suitable use of AI tools while maintaining the confidentiality of sensitive employee information.
What We're Looking For
- 6+ months of experience in a P&C Tier 1 customer care environment.
- Bachelor's Degree in HR, IT, Business, or a related field, or equivalent work experience.
- Proficiency in verbal and written English communications.
- Prior experience in an HR contact center or shared service environment is preferred.
- Genuine enthusiasm for supporting an HR or People & Culture operations team.
- Strong commitment to high-quality customer service, adaptability, and flexibility.
- Ability to multitask and work efficiently in a fast-paced environment.
- Careful management of confidential and sensitive employee information.
- Ability to work independently under general direction.
- Proficiency in applying knowledge guides for research and inquiry resolution.
- Experience with digital tools, HR systems, and technology-enabled support platforms, including AI-assisted tools.
- Interest in adopting new technologies to improve support and operational efficiency.
- Good judgment in evaluating information and guaranteeing alignment with quality standards.
- Experience in knowledge management, chatbot content creation, or service improvement is a plus.
This job description may have been reviewed and enhanced using AI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.
Compensation Philosophy
We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.
Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.
Specific details about compensation and benefits for this position will be discussed during the recruitment process.
