Our People Advisors are the first point of contact for inquiries from our employee population (approximately 8,000) and provide tactical support to our HR representatives across North America based in our LEGOLAND Parks and Gateway operations, received through ticketing system and phone or voice messages. People Advisor are trained to triage each query to the very best of their ability and escalate more complex queries to subject matter experts (SMEs) in specific disciplines or sites. 

Main Responsibilities:

• Provide excellent customer service by reviewing and responding to tickets on topics such as, policies, programs, employee benefits, recruitment, payroll discrepancies, in a precise, efficient and professional manner and in compliance with established Service Level Agreements (SLAs).
• Become a super-user of company HRIS, Applicant Tracking System (ATS), Learning Management System (LMS), and ticketing system (Freshdesk).
• Update, correct, reset employee profiles and communicate and educate HR professionals sharing best practices and recommendations within these platforms.
• Navigate within UKG Pro (payroll system) and Dimensions (scheduling and timekeeping system) to assess and advise on incoming queries.
• Deliver training and insights of company HRIS, ATS, LMS and ticketing systems.
• Collaborate alongside SMEs to understand and examine more complex cases offering service and support.  Where needed, empathetically deliver third-party contacts to provide services offered through our external vendors.
• Maintain current, accurate documentation of company processes, practices and learnings for auditing, and continuous improvement.  Contribute valuable recommendations based on knowledge, company practices and new developments.
• Run reports, administer audits and research on a regular, recurring basis to support the operation and administration across North America and for sites on an as needed basis.
• Uphold record and retention compliance, and support legal requests as dictated by the business. Includes receiving, routing and sending correspondence.
• Maintain integrity and confidentiality of human resource files and records as this role will be regularly exposed to highly confidential information.

Background and Experience:

1+ years' experience working in a high volume, fast paced customer service, call center or HR environment preferred

• Have a fundamental understanding of HR policies, practices, payroll and benefits
• Proficiency in MS Office products 
• Experience with HRIS, ATS and ticketing systems strongly preferred
• Excellent written and verbal communication skills
• Excellent problem-solving abilities
• Fantastic interpersonal skills – listening, empathy, assurance, confidence
• Flexible, accountable, collaborative, team player, adaptable nature
• Strong attention to detail

Education:

High school graduate or General Education Degree (or equivalent education and experience) is required.

• Associate degree in Business Administration, Business Management, HR, Finance, Legal preferred.
  
  

Other Job Requirements:

• Attendance and punctuality are mandatory functions of this job
• Ability to work onsite and on a rotating schedule to cover operational hours (8a to 8p ET)
• Reliable transportation to accommodate events and activities at on-site or off-site locations

Benefits of Merlin Entertainments

• Excellent health care options (medical, dental, and vision).
• Outstanding Paid Time Off (PTO).
• Merlin Magic Pass for friends and family to enjoy the parks & attractions.
• Recognition Programs and Rewards.
• 401(k) program with company match.
• Tuition reimbursement programs.
• Numerous learning and advancement opportunities.