The EIB, the European Union’s bank, is seeking to recruit for its Human Resources Directorate (HR), Analytics, Remuneration & Employees Services Department (ARES), Customer Service Unit (CSU) at its headquarters in Luxembourg, a HR Customer Service Representative*.

This is a full-time position at grade 2/3 for which the EIB offers a permanent contract.

*internal benchmark: Senior /Principal Operational Assistant

Panel interviews are anticipated for end of September 2023.

Purpose

The HR Customer Service Representative acts as the first point of contact for internal clients, including EIB (and in some cases EIB Group) employees, newcomers, and retirees, who have queries regarding HR services in order to deliver an outstanding customer experience and thus contribute to the operational and service excellence that HR aims to deliver.

Operating Network

The Human Resources (HR) function is essential to the Bank. We need HR professionals of diverse talent to help us hire, engage, reward, develop and retain our most valuable asset: our people.

The HR Customer Service Representative is, after information and self-service available via HR Portals, the first point of contact for EIB (and in some cases EIB Group) employees, newcomers and retirees who have queries or issues with services provided by HR (the internal customers).

The HR Customer Service Representative reports to the Head of the HR Customer Service Unit and works in close collaboration with internal customers, HR Customer Service team members and various functional specialists in HR aims at delivering a high quality and customer HR centric service in accordance with functional guidelines.

The HR Customer Service Representative deals with a wide set of HR topics, including Compensation & Benefits, Onboarding & Departures, Time Management and HR Systems, which will be gradually extended to other HR processes.

The HR Customer Service Representative receives and handles personal data of employees and retirees covered by GDPR. Integrity and confidentiality key requirements for the position.

Accountabilities

• Ensure the smooth functioning and delivery of a high quality and customer centric service by handling the HR front-line liaison with EIB (and in some cases EIB Group) employees, newcomers, and retirees (as internal customers) in line with a tiered HR service delivery model and defined service-level agreements.
• Autonomously screen HR queries, typically received through a case management system, and assess whether these can be solved immediately by the HR Customer Service Unit or need escalation and case (re-)assignment to subject matter experts in specific HR teams.
• Reply promptly and autonomously to incoming queries on standard HR policies through a case management system and typically video/phone calls or in person meetings with the internal customers. Provide efficient and accurate guidance to the internal customers by walking them through the problem-solving process to find answers, leveraging relevant self-service and knowledge on HR portals (e.g., for automatic certificates, supporting self-service transactions, pointing at the knowledge articles in HR portals to find the relevant information).
• Escalate and (re-)assign unresolved questions or complex cases to the next level of support through the case management system. Ensure escalation to the right subject matter experts as well as the completeness and accuracy of information transferred outside the HR Customer Service Unit for an enhanced HR services cooperation and customer service. Liaise with the relevant teams across HR Units, Divisions and Departments as necessary.
• Ensure proper recording, documentation, and closure of issues by making use of the case management system to log / close and escalate queries.
• Contribute (with the other Team members and Head of Unit) to the continued improvement of the information and self-service available via the HR Portals e.g., by pro-actively identifying frequently asked questions and proposing correct, user-friendly content and guidance. Share knowledge within the Unit.
• Actively participate as a team member to move the HR Customer Service towards the completion of its goals. Participate to the continuous improvement of the service, processes, and technologies within the Unit by identifying improvement opportunities, participating in the optimisation of working methods and raising new ideas that ultimately foster customer satisfaction and efficiency.
• Build and maintain good working relationships with peers and internal/external counterparts.

Qualifications

• Secondary level diploma, complemented with a 2-year certification or equally qualified experience preferably in Human Resources, Psychology or Social Sciences
• At least 5 years of professional experience in a “customer support service” role in a multicultural organisational environment
• Excellent communication skills with proven ability to engage empathetically with multiple stakeholders
• Strong team spirit and pride to act as first point of contact for HR
• Pro-active attitude and solution oriented, continuous improvement and optimisation mind-set
• Ability to multi-task, prioritize, and manage time effectively
• Good knowledge of standard HR Policies
• Good understanding of EIB’s mission, organisation, and activities
• Good knowledge of the standard office tools (Word, Excel, and PowerPoint)
• Experience working with HR case management tools would be considered an advantage
• At ease with IT systems, experience in information/document management would be considered an advantage
• Excellent knowledge of English and/or French (*), with a good command of the other. Knowledge of other EU languages would be an advantage

Competencies

Find out more about EIB core competencies here

(*) Unless stated explicitly as a required qualification, a good command of French is not a pre-requisite for hire. As both English and French are however official working languages of the EIB, proficiency in both languages is a pre-requisite for your future career development. Any language clause in your contract must be fulfilled in order for you to be eligible for a promotion (either via the annual appraisal cycle or via an internal selection process). Proficiency is understood to mean the attainment of level 5 of the Inter Institutional language courses, corresponding to B1.2 of the Common European Framework of Reference for Languages (CEFRL). The Bank offers appropriate training support.

We are an equal opportunities employer, who believes that diversity is good for our people and our business. We encourage all suitably qualified and eligible candidates to apply regardless of their gender identity/expression, age, racial, ethnic and cultural background, religion and beliefs, sexual orientation/identity, disability or neurodiversity.

Applicants with specific needs are encouraged to request reasonable accommodations at any stage during the recruitment process. Please contact the EIB Recruitment team [email protected] who will ensure that your request is handled.

By applying for this position, you acknowledge the importance of maintaining the security and integrity of the Information of the EIB Group. In case of selection for the position you agree to comply with all measures (policies, controls, document classification and management) implemented by the EIB Group to prevent unauthorised disclosure of any information or any damage to the EIB Group reputation.

Deadline for applications: 18^th August 2023

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