HR Contact Center Specialist with Polish

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Employer: British American Shared Services Europe
  • Human Resources - Psychology
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 11.06.2016
    Short company description

    BASS Europe (BAT’s Global Shared Services Centre) provides financial, human resources, audit and IT services to the British American Tobacco entities. Our category expertise, large capabilities and international operation makes us a unique business partner who excels in financial leadership and, therefore, offers great shareholder value for BAT.

    If you have financial or HR areas background; you thrive when faced with a challenge and you are highly motivated; you want to develop your career in an organisation that will not only recognise the unique attributes you bring but will support your development and reward your contribution,
    visit our website @


    • At least 1 year of experience in a contact center environment or queue management;
    • Fluency in English and Polish languages;
    • Experience with MS Office tools and data manipulation tools, Excel or other database etc;
    • HR Administration – high quality and accurate administration of HR services and processes, as appropriate to the role and customer need; understands the employment cycles, related documentation and data management;
    • Customer Service - delivers service in role with the customer at the heart. Identifies continuous opportunities to deliver a high quality and professional output;
    • Demonstrates excellent verbal and written communications across different audiences and channels;


    • Provides generalist HR advice and guidance on HR policies, processes and general queries, acting as the first point of contact for BAT employees where self-service is either unavailable or where the query cannot be resolved through the self-service channels available;
    • Is responsible for processing HR administration activities using the reference materials available across a range of specialisms, supporting direct customer facing queries;
    • Collects and verifies supporting documentation from employees and line managers in order to initiate / complete HR transactions;
    • Analyses customer requests and determines where queries require specialist support or escalation to appropriate parties;
    • Executes administrative and transactional processes across the scope of service provided, using online tools, systems and applications;
    • Monitors own performance against service standards, established SLAs and KPIs, to ensure that a professional, efficient and quality service is consistently provided to customers;