Job Title: HR Customer Experience Advisor - Spanish speaking Location: BudapestContract: Permanent (afternoon shift, 2-11PM)About usDiageo is the world's leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. Our purpose - Celebrating life, every day, everywhere - has an important role in our company, for our people, our diversity, our brands, in how we perform and how we create shared value.
With over 200 brands sold in nearly 180 countries, Diageo is home to some of the world's most iconic drinks. From Johnnie Walker and Guinness to Tanqueray, Smirnoff and Don Julio, we craft brands chosen for life's moments - from everyday connections to landmark celebrations.
Bring your talent, curiosity and ambition, and strive for your personal best alongside people who challenge, support and learn from each other. Together, as one outstanding team, we keep learning, improving and raising the bar for our brands, our business and each other.
Join us and play your part in making life's moments mean a little more
FunctionAs part of Overall Reorganization of First Point Operations between Centers - Budapest and Bangalore, The Contact Centre operations (thus referred to as Customer Experience) is created to Support Europe and Africa based at Budapest in addition to CC Americas.
Human Resources is about growing talent, working as one team and creating the conditions for people to thrive. Every day, the team helps bring our purpose and behaviours to life across Diageo.
From attracting talent to developing careers, this team plays a central role in building a culture where people feel supported, challenged and able to grow. They work closely with teams across the business, bringing insight, care and commercial understanding to everything they do.
You'll help create an environment where different perspectives are valued and where people can learn new skills and thrive, unlocking potential across a truly global organisation.
About the roleThis role will be responsible to support the Customer Experience job which includes - Leading all Employee and Line Manager queries, Working through SNOW, Triaging of Tickets of all tickets which are flowing through Workday for other First Point Team members. Also to perform various tasks which is prioritized as Customer Experience activities which includes all Back office work outside Global process at the time of this role creation. As part of Transformation, there will be changes in processes which this role embraces a new way of working, continuously.
You will be responsible for:
- Responsible for handling the customer experience center end to end activities
- Reviewing every single ticket which is received and Triage the activities as per the Responsible Matrix for Bangalore, Budapest centers
- Ensure all service requests are reviewed which is in scope of customer experience centre which includes all WD Tasks / Managing employee queries outside Global Process delivery of Onboarding including Movers, Offboarding (in future)
- All phone calls are accompanied with standard script of taking those calls (opening/closing) including % of calls answered, calls abandoned
- Ensure all allocated tasks of all HR processes and markets are fully run end to end to ensure flawless experience
About You- Previous experience in running HR Contact Centre or any Service Delivery center support
- Proficiency in verbal and written English and Spanish - Portuguese is a plus
- Previous experience using Microsoft Office applications to an advanced level, including Excel and Word, crucial
- Previous experience using cloud-based HR, EIC or SAP HR applications and systems desirable. End User knowledge on Workday is desirable
Benefits of working here- Opportunity to climb up on the career ladder.
- We won the Fittest Workplace Award, of course we have a Gym.
- Urban legend is true, we do have a Rooftop Bar.
- Easy to reach downtown location.
- Our unique brands are available in our staff shop.
- We live our values and color our lives.
Character is everything.Working with Us Flexibility is key to our success. Talk to us about what flexibility means to you so that you're supported to manage your wellbeing and balance your priorities from day one.
We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including:
Our purpose is crafting iconic drinks chosen for life's moments. And it's our people, with their different experiences, perspectives and talents, who make that possible.
We value diversity in its broadest sense and want everyone to feel they can belong, contribute and strive for their personal best. You'll work alongside people with different backgrounds, experiences and perspectives - challenging, supporting and learning from one another as one outstanding team.
Together, we're constantly learning and improving, combining the strength of our people, capabilities and iconic brands to raise the bar, grow and win. Wherever you join us, you'll have the opportunity to contribute, make an impact and play your part in making life's moments mean a little more.
Ready to bring your best? This could be your opportunity.
If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.
Recruitment Scam WarningProtecting candidates is very important to us. All communications regarding your application will come from an email address ending in @diageo.com. In our recruitment process, we'll never ask for money.
