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Customer Engagement Admin post at Anglo American

Finance August 6, 2024

0 5 minutes read

The Customer Engagement Administrator is responsible for executing Contact Centre and Walk-In Centre activities in a manner that ensures excellent customer service delivery. The incumbent will accurately assess the customer’s needs and effectively address these in a professional manner. During customer interactions the incumbent must achieve customer satisfaction while managing customer expectations.

The incumbent is responsible for the resolution of first line HR and employee queries. Verification of information on systems and submission of payroll input documentation. Check validity of recorded submissions and escalate errors for resolution, when necessary. The Customer Engagement Administrator will also execute the support activities for Employee Services processes mentioned below:

Learning and Development
Employee Data Management
Payroll Execution

As some queries will be escalated from the ES Walk-In Centre / Contact Centre to resolvers in the Employee Data Management Teams, the incumbent must develop strong working relationships with these resolver groups to ensure effective management of workflow and the efficient resolution of queries.

Key Tasks

Service Delivery and Excellence:

Portray a professional, customer orientated image of the GSS Employee Services organization.
Cultivate trust within all customer relationships by means of effective customer communication and interact effectively while displaying empathy and courtesy. Continuously provide customer service in accordance with good corporate governance, rules and regulations
Work as an integrated Employee Services team member with the Employment Data Management and Payroll Execution teams to ensure knowledge transfer
Assist Customers in making more effective use of self-service stations and systems, products and services
Educate and inform customers on the full range of services rendered by the Global Shared Services

Query Resolution and Case Management:

Staff and operate the Walk In Centre / Contact Centre with regards to:
Current employee queries
Potential future employee queries?
Ex-employee queries
Management queries
HR queries
Interface with customers and service providers by providing a first line problem resolution service for the GSS and the Customer
Respond to and investigate Customer queries and problems reported
Escalate tier 2 type queries to resolvers in the Employee Data Management and Payroll Execution teams for remedial actions. The incumbent must develop strong working relationships with these resolver groups to ensure effective management of workflow and the efficient resolution of queries
Ensure correct logging of queries on the relevant systems
Follow up and provide feedback, guidance and information to customers and stakeholders within the required SLA
Assess common query trends and make recommendations of processes to be implemented to alleviate the creation of queries
Where and when required, engage with the customer/s in order to resolve outbound queries referred to the WIC by the Contact Centre

Customer Service requests:

Respond to Customer Service requests (prioritizing as appropriate) e.g. reprinting of payslips, printing relevant payroll documents including leave form requests, etc.
Ensure accurate and methodical logging of customer requests on the relevant systems
Printing, sealing and distribution of monthly remuneration statements/payslips

Document handling:

Receive customer documents to be forwarded to the Employee Data Management team
Verify documents in terms of appropriate levels of customer approval. This includes checking validity of information captured on the payroll forms, ensuring all relevant fields are completed and rejecting documents that do not comply
Verify documents in terms of correctness in terms of the Customer HR policies, procedures and relevant conditions of employment
Ensure that the correct ES forms are utilized
Where applicable and appropriately delegated, accept third party documentation on behalf of the customer and forward to Employee Data Management team
Batch documents as per system requirements
Scan payroll documentation into relevant OCR scanning system (courier arrangement – this may be BU specific)
Act as a distribution point for distribution of general GSS and HR information distribution e.g. IRP5’s, Retirement Fund statements, etc.

Employee Engagement and Termination

HR approval and forwarding to the successful job applicant
Arrange logistics for medical examination required
Contact successful applicant and confirm when he/she must report for service
Arrange logistics for employee’s first day in service and notify necessary parties of start date
Arrange company asset allocation for new employee based on the list received from Line Manager
Physically engage employee by means of assisting employee to complete Sign on pack / employment
Contract and relevant operational and statutory forms and as per information from the signed offer letter and applicable or relevant company policies
Providing an Induction training session on the Customer’s conditions of employment (mainly for assisted employees). Where required employees can be assisted individually
Forward employee contract to the embedded HR for relevant Manager sign-off and employee filing
Submit engagement documentation to ES processing
Forward termination pack to Embedded HR
When received back, check document for relevant completion and forward to Employee Services processing
Where and when required, advise employee and Embedded HR on termination requirements and processes

Probation:

Prepare permanent appointment letter for employees that received permanent appointment and sent to Embedded HR

Promote Best Practice & Knowledge Management:

Actively pursues the exchange and preservation of information between operations and individuals to facilitate effective knowledge management according to organisational objectives
Builds relationships with others in the Global Shared Services by sharing business information and knowledge

Service Management:

Responsible for standardisation of delivery to the business by supporting the Service Management Framework

Business Partner and Customer Relationships:

Manages stakeholders by adhering to service level agreements
Establishes and maintains Business Partner Relationships with the appropriate parties to facilitate the optimal functioning of the Walk-In Centre / Contact Centre

GENERIC TASKS

Demonstrate behaviour in line with health, safety and environmental standards
Report to your leader about any issues you cannot address
Demonstrate behaviour in line with the Group’s values, standards and a professional workplace
Participate as an effective team member by working collaboratively with your leader, peers and relevant others (including from other teams where relevant) to achieve business goals

Operate in a cost effective way, within limits set by your leader
Work within policies, processes and systems and advise your leader of any issues which impede your, or the team’s performance