About Company
Amazon is a company of builders. We work together to imagine, invent, and design solutions that help millions of customers and sellers every day. Our HR teams are at the heart of this success, creating innovative programs and providing critical support that empowers our diverse global workforce. We are committed to fostering an inclusive culture where every employee feels valued, respected, and has the opportunity to thrive. Join us in our mission to be Earth’s most customer-centric company, where you can make a tangible impact on the lives of employees across the globe.
Job Description
We are seeking a highly motivated and customer-obsessed HR Contact Center Associate to join our dynamic Human Resources team. This remote role, based in Minneapolis, Minnesota, is pivotal in providing first-line HR support specifically to our valued Amazon employees located in the United Kingdom. As an HR Contact Center Associate, you will be the initial point of contact for a broad range of HR inquiries, offering timely, accurate, and empathetic assistance. You will navigate complex HR policies, interpret UK employment regulations, and utilize various HR systems to resolve employee queries related to benefits, payroll, leave of absence, performance management, and general HR procedures.
This role requires an individual who is not only proficient in HR service delivery but also possesses exceptional communication skills to engage with employees from diverse backgrounds within the UK. You will be responsible for understanding nuances in UK employment law and Amazon’s specific UK policies to provide precise guidance and ensure compliance. Your ability to de-escalate sensitive situations, maintain confidentiality, and deliver a positive employee experience is paramount. This position is ideal for someone passionate about HR, dedicated to customer service excellence, and eager to contribute to a supportive and efficient employee environment on a global scale. If you thrive in a fast-paced, remote setting and are committed to empowering employees with the information they need, we encourage you to apply.
Key Responsibilities
- Serve as the primary point of contact for Amazon UK employees, addressing HR inquiries via phone, email, and chat with professionalism and empathy.
- Provide accurate and timely information on Amazon's HR policies, programs, and procedures, with a specific focus on UK-specific guidelines and employment law.
- Investigate and resolve employee issues related to payroll, benefits, leave administration, performance management, and other HR-related topics, escalating complex cases as necessary.
- Document all interactions and resolutions meticulously in the HR case management system, ensuring data integrity and compliance.
- Adhere to established Service Level Agreements (SLAs) and continuously strive to exceed expectations for employee satisfaction.
- Collaborate effectively with HR specialist teams (e.g., Payroll, Benefits, Legal) to ensure seamless service delivery and problem resolution for UK employees.
- Contribute to the continuous improvement of HR processes and knowledge base articles, particularly those relevant to the UK workforce.
- Maintain strict confidentiality of all employee information and HR-related data.
Required Skills
- 2+ years of experience in a fast-paced HR Contact Center or customer service environment.
- Exceptional verbal and written communication skills with a strong customer service orientation.
- Demonstrated ability to handle confidential information with discretion and professionalism.
- Proficiency in HR Information Systems (HRIS), ideally Workday or similar platforms.
- Strong problem-solving skills and the ability to research, analyze, and apply information effectively.
- Ability to work independently and manage multiple priorities in a remote work setting.
- Basic understanding of UK employment law and HR practices, or a strong willingness to learn rapidly.
- High level of empathy, patience, and active listening skills.
Preferred Qualifications
- Bachelor's degree in Human Resources, Business Administration, or a related field.
- Previous experience supporting employees in the United Kingdom or other international regions.
- Experience with case management systems (e.g., Salesforce, ServiceNow).
- HR certification (e.g., CIPD Level 3/5, PHR, SHRM-CP) or actively pursuing one.
- Proficiency in an additional language relevant to diverse UK employee demographics.
Perks & Benefits
- Competitive hourly wage with opportunities for career progression.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Employee discount on Amazon products and services.
- Access to a wide range of learning and development programs.
- Flexible remote work arrangement.
- Inclusive and diverse work environment.
How to Apply
Ready to make an impact on our global workforce? We invite you to apply by clicking the link below. Please ensure your resume highlights your HR contact center experience and any exposure to international or UK-specific HR practices. We look forward to reviewing your application!