Executive

We are seeking a customer-focused HR professional to act as the first point of contact for employees seeking guidance on HR policies, processes, and operational queries. This role supports employees through multiple service channels including email, web chat, and online case management tools, ensuring timely, accurate, and high-quality query resolution. The successful candidate will work closely with HR Centres of Excellence and operational teams to deliver an excellent employee experience while maintaining service level commitments and driving continuous process improvements.

• Serve as the first point of contact for employee HR queries received through email, web chat, and online ticketing systems.
• Resolve employee enquiries accurately and efficiently, ensuring a positive employee experience.
• Follow up with relevant HR teams and stakeholders to ensure timely query resolution.
• Maintain service delivery in line with agreed Service Level Agreements (SLAs).
• Ensure all case processing activities are completed accurately, consistently, and within required timelines.
• Support data integrity requirements and comply with audit and quality standards.
• Provide guidance on HR policies and processes using available knowledge resources.
• Work collaboratively with HR Centres of Excellence to remain informed of policy and process updates.
• Contribute ideas for continuous process improvement to enhance service quality and efficiency.
• Support the team's objectives by meeting operational KPIs and service standards.

• Graduate in any discipline.
• 1 to 5 years of professional experience, preferably within HR operations, shared services, customer service, or employee support environments.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to communicate clearly and professionally.
• Ability to assess employee queries and apply appropriate solutions within defined processes and guidelines.
• Customer-centric mindset with a focus on delivering high-quality service.
• Good organisational skills and attention to detail.
• Ability to work effectively within established KPIs and service levels.
• Basic problem-solving and case management skills.
• Willingness to learn and adapt to changing policies and processes.

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

• Opportunity to build expertise in HR operations and employee support services.
• Exposure to a wide range of HR policies, processes, and service delivery activities.
• Collaboration with HR Centres of Excellence and business stakeholders across the organisation.
• Experience working in a fast-paced shared services environment.
• Opportunity to contribute to employee experience improvements and operational excellence initiatives.
• Development of customer service, stakeholder management, and problem-solving capabilities.

• HR operations and employee lifecycle support processes.
• Employee query management across multiple communication channels.
• Service level management and operational performance measurement.
• HR policy interpretation and application.
• Stakeholder engagement and communication techniques.
• Case management and quality assurance practices.
• Continuous process improvement and customer experience enhancement methodologies.

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud.” #JDEnhancedByTARA

LinkedIn: VOIS LinkedIn

Facebook: VOIS Facebook

Instagram: VOIS Instagram

You can also chat with our employees to learn more about our projects: Employee Connect