People Advisor - HR Shared Services

What you'll bring to the team

The People Advisor serves as the Tier 1 point of contact within the North America People HUB, supporting a high-volume environment of employee, manager, and site people team inquiries across Service Desk, phone, voicemail, and other intake channels. This role acts as the operational front line for HR support by quickly assessing needs, prioritizing requests, resolving routine and moderately complex matters, directing inquiries to the right resource, and ensuring timely follow-through.

The People Advisor works independently through most daily responsibilities, using sound judgment, critical thinking, ownership, and available resources to keep work moving with minimal intervention. This role recognizes indicators of employee relations concerns, accommodation requests, workplace complaints, or legal matters and escalates in accordance with established People HUB procedures while maintaining follow-up on assigned administrative actions.

Success in this role requires strong customer service skills, attention to detail, adaptability, urgency, problem-solving, confidentiality, and a solutions-oriented approach to a fast-paced HR service environment. The People Advisor creates a positive employee experience by delivering responsive, professional, and solution-oriented support.

HR Service Delivery and Inquiry Management

• Serve as the Tier 1 point of contact for employee, manager, and people team inquiries received through Service Desk, phone, voicemail, and other intake channels.
• Provide accurate and timely guidance on HR policies, programs, benefits, recruitment processes, payroll questions, HR systems, and People Operations procedures using approved resources and established processes.
• Deliver responsive, professional, and solution-oriented customer service while meeting established service level expectations.
• Resolve routine and moderately complex inquiries independently and escalate specialized, sensitive, high-risk, or specialist-owned matters to the appropriate team or subject matter expert.
• Recognize indicators of employee relations concerns, accommodation requests, workplace complaints, legal matters, or other risk-based situations and escalate in accordance with People HUB procedures.

HR Systems, Data, and Employee Records

• Use HR systems, including HRIS, ATS, LMS, Service Desk, UKG Pro, Dimensions, and other operational platforms, to research, update, correct, and maintain employee records and HR data in accordance with established procedures.
• Support employee lifecycle transactions and operational processes in accordance with documented People HUB procedures.
• Educate employees, managers, and HR partners on system functionality, process steps, and available resources.
• Maintain accurate documentation of employee inquiries, actions taken, routing decisions, and process outcomes.

Workload Management and Administration

• Manage a high volume of tickets, calls, requests, reports, research, and administrative work while prioritizing competing demands.
• Monitor aging work, maintain ownership through completion, and apply critical thinking to determine appropriate next steps.
• Support recurring operational processes across North America as assigned.
• Maintain confidentiality, accuracy, and integrity of employee records and sensitive information.
• Maintain service quality through timely follow-up, clear communication, accurate case notes, and adherence to People HUB standards.

Process Improvement and Knowledge Management

• Maintain current knowledge of company policies, procedures, systems, and operational practices.
• Identify recurring issues, process gaps, outdated knowledge resources, and opportunities for improvement.
• Recommend updates to FAQs, SOPs, job aids, and knowledge articles to support efficiency, consistency, service quality, and employee experience.
• Contribute to knowledge management efforts and continuous improvement initiatives across the People HUB.
• Perform other duties as assigned.

Background and Experience

• 0-2 years of experience in customer service, shared services, call center, HR, ticketing, or administrative support preferred.
• Fundamental understanding of HR policies, employee lifecycle processes, payroll, benefits, HR systems, and HR service delivery preferred.
• Experience working within ticketing systems, HR systems, and service-oriented environments preferred.
• Proficiency in Microsoft Office products required; experience with Excel, reporting, data review, and basic analysis preferred.
• Demonstrated ability to manage multiple priorities, high-volume inquiries, and competing deadlines in a fast-paced environment.
• Strong problem-solving, critical thinking, communication, interpersonal, and decision-making skills.
• Solutions-oriented, accountable, adaptable, detail-oriented, and committed to accuracy, confidentiality, and follow-through.

Education

High school graduate or General Education Degree, or equivalent education and experience, is required. Associate degree in Business Administration, Business Management, Human Resources, Finance, Legal, or a related field preferred.

Benefits

Benefits of Joining Merlin Entertainments! 🎉

🏥 Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.🌴 Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!🎢 Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. 🎡🏆 Recognition Programs and Rewards: Celebrate your achievements and hard work!💼 401(k) Program: Save for the future with company matching contributions.📚 Tuition Reimbursement Programs: Get support for further education and career growth.🚀 Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨

Pay Range

Competitive