Employee Services Advisor PSO EMEA

Date: 25 May 2023

Location: Kilkenny or Dublin, IE

Company: Glanbia

Glanbia plc


Employee Services Advisor PSO EMEA 


Join this dynamic team focused on delivering better nutrition for every step of life’s journey 


The opportunity


The Employee Services Advisor acts as the face of HR by providing employee or manager support via phone and tickets and strives to provide an exemplary experience when employees or managers reach out to seek support.

This role will develop strong knowledge of HR processes and policies across the organisation, and will use that knowledge to handle requests, inquiries and issues with empathy, compassion and professionalism.

In addition to providing employee & manager support, the Employee Services Advisor PSO will utilise article usage data and inquiry volume reporting to improve and enhance existing support materials available on the Knowledge Base


  • Work as part of a team to deliver a quality and professional employee-facing support service in line with agreed SLAs
  • Respond to and resolve, where possible, routine HR service inquiries (including payroll inquiries) and issues via phone or ECSC ticket
  • Leverage knowledge portal and FAQ documents to resolve queries
  • Re-route / escalate requests for People Success Organisation services outside of Contact Centre Agent remit to relevant functional support team in a responsive, timely and efficient manner
  • Establish a positive rapport with People Success Organisation colleagues and Glanbia employees
  • Build a strong relationship with GBS to speed query resolution in relation to payroll
  • Maintain strong knowledge of Glanbia HR policies
  • Maintain strong knowledge of Glanbia Knowledge Base navigation and contents to direct requestors
  • Ensure responses to HR inquiries are communicated clearly and appropriately
  • Treat all information as strictly confidential and to only discuss matters with the relevant persons, escalating any potential breaches identified



The skills you will bring to the team

  • 1-3 years of customer experience, HR service centre or contact centre is preferred
  • Knowledge of HRIS systems, preferably Success Factors
  • Bachelor’s Degree or higher
  • Strong communication skills and listening skills
  • Strong execution, and timely and thorough follow-through and follow-up of tasks
  • Ability to work on multiple assignments simultaneously in a fast-paced environment
  • Strong attention to detail
  • Ability to work independently
  • Problem solving skills
  • Excellent customer service skills
  • Ability to identify and recommend opportunities for process improvement and efficiencies
  • Ability to maintain a strict level of confidentiality and exercise extreme discretion and sound judgement



If you think you have what it takes, but don't necessarily meet every single point on the job description, please apply!


Where & how you will work

The base location of the roles will be in Ireland in any of our office locations in Kilkenny or Citywest, Dublin 24 with  hybrid working arrangements available through our Smart working model which allows you a greater choice in how you work and live, giving you a better work-life balance.


What we would like to offer you!  

The opportunity to develop your career on a global stage, continuous learning through an on-demand learning platform, and a competitive compensation package



About Glanbia  

The Glanbia Group comprises three divisions: Glanbia Performance Nutrition, Glanbia Nutritional's, and Joint Ventures. Collectively and with our partners we offer an incredible breadth of expertise in nutrition. We employ a team of 6,000 people, work with global food and beverage companies, and sell our award-winning and market-leading products in 130 countries worldwide.  


At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a variety of candidates, we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.


At Glanbia, our culture celebrates individuality, knowing that together we are more.