The Estee Lauder Companies HR Employee Services Represenative (Polish Speaker) - Maternity Cover in Fareham, United Kingdom

HR Employee Services Represenative (Polish Speaker) - Maternity Cover

Brand: Estée Lauder Companies



This position is the first point of contact responsible for the resolution of employee and manager enquiries and requests that are escalated via phone, email, the HR portal, or other access channels. It provides exceptional customer service to Employee Services customers, inputs data and ensures data integrity. Leveraging tools such as case management tools to respond to and track employee and manager enquiries thus providing data and information as to the effectiveness of the HR organization. Through their actions the representative drives Employee (customer) satisfaction.


Key point of contact for Poland employees and HR. Acts as the first point of contact responsible for the accurate resolution of employee and manager enquiries and requests that are escalated via phone, email, the HR portal, or other access channels.

Responsible to ensure all required ‘hire to retire’ processes, including employment contract offer packages, employment letters, forms etc, are created and delivered according to set standards. Responsibility includes follow-up with employees, managers and HR to ensure prompt return of forms/letters as required.

Responsible for maintenance of accurate and updated employee files.

Helps customers navigate through the self -service materials and functionality.

Seeks rapid and efficient resolution of 'How To' questions using scripts, FAQ's, and desk top procedures without deviation, promptly resolving upon first call/contact.

Inputs data and ensures data integrity, including performing regular audits and participating in external audits as required.

Understands scope of services and escalates items to others as defined. Investigates requests which cannot be resolved by analyzing the nature of the request and routing to appropriate HR representative for support.

Logs all calls, emails, PUI entry, Workflow approvals and other inquiries on the case management system. Updates other systems as needed.

Uses professional and customer-focused approach to handle customer enquiries. Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information. Ensures quality customer experience by communicating empathy to de-escalate difficult situations.

Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees via email.

Uses excellent verbal communication including proper grammar, tone, and a clear speaking voice to ensure solid communication with the customer via phone.


  • Advanced or Fluent language skills – Polish and English

  • Certificate in HR Management an asset

  • HR, customer service and data entry experience

  • Excellent customer service focus and manner

  • Data entry skills including excellent data quality, demonstrating accuracy and attention to detail in work

  • Excellent verbal and written communication skills

  • Ability to work well in a team environment, seeking the ideas of others and valuing differing perspectives

  • Ability to solve problems in a timely manner and take initiative to make processes and programs better

  • Ability to learn new systems

  • Experience in Excel and Word and strong working knowledge of Oracle HRIS system preferred.

  • Excellent organizational skills

  • Ability to handle multiple requests in a timely manner

  • General analytical and problem solving skills

  • Strong interpersonal and listening skills

  • Ability to handle confidential information

  • Ability to identify when data-related issues need to be escalated

  • Ability to work with diverse people

  • Ability to maintain objectivity under pressure

Job: Human Resources

Primary Location: Europe, Middle East, Africa-GB-ENG-Fareham

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Job Number: 188884