People Solutions Specialist (HR First Contact)

About the role

Haleon is looking for a People Solutions Specialist (HR First Contact Solutions Specialist) to act as the initial point of contact for employees. The role focuses on delivering timely and accurate solutions to Tier 1 cases and on supporting smooth transitions for issues that are escalated.

Key responsibilities

• Receive employee queries through cases (ServiceNow), live chat and email, and guide them through end-to-end resolution
• Manage Tier 1 cases accurately and on time, with a focus on service excellence and efficiency
• Identify complex or unresolved issues and escalate them to Tier 2 specialists
• Contribute to continuous improvement of Tier 1 processes through feedback and participation in optimisation and automation initiatives
• Maintain clear, professional communication with employees, Tier 2 specialists and other stakeholders
• Stay up to date on People Solutions and HR policies, procedures and regulatory requirements
• Perform peer reviews (audits) aligned with the local Quality Framework to check service quality and identify improvements

Required profile

• Bachelor's degree in human resources, business administration or a similar field
• 1-2 years of work experience in a similar role
• Excellent written and spoken English
• Ability to work in a fast-paced, deadline-driven environment and to communicate with diverse stakeholders

Required skills

• Good knowledge of employee data management processes, including data entry, maintenance and validation
• Understanding of HR policies, procedures and regulatory and data requirements
• Proficiency in Workday and HR technology