Are you passionate about resolving complex issues and improving customer service experiences? Do you have a knack for strategic planning and cross-functional collaboration to drive impactful solutions? About the Team The HR Global People Services (GPS) function is a dynamic and collaborative team dedicated to providing exceptional support and solutions to our 38,000 employees globally. The team also provide support to HR Business Partners (HRBPs) and HR Center of Expertise (COEs). We focus on addressing complex and high-severity issues, ensuring effective communication and resolution are completed accurately and timely. Our team works closely with various departments, including HR Technology and vendor partners, to facilitate and enable timely and effective solutions. We are committed to continuous improvement, analyzing escalation patterns, listening to the voice of the customers and implementing corrective actions to prevent future occurrences. By training and equipping our customer service and support staff, we strive to handle difficult situations efficiently and enhance overall service delivery. Join us in our mission to drive impactful solutions and improve customer satisfaction while delivering value to the Business. About the Role In this role, you will serve as the primary point of contact for HR Business Partners (HRBPs) and the HR Center of Expertise (COEs), addressing complex or high-severity issues faced by customers. You will ensure that effective communication and resolution strategies are implemented to provide timely and satisfactory solutions. This position requires a collaborative approach, working closely with various teams to ensure the teams resolve escalated issues and improve overall service delivery. Job Responsibilities + Coordinating with matrix teams (internal teams, including technical support, vendors) to facilitate the resolution of escalated issues, ensuring timely and effective solutions. + Developing and implementing escalation procedures and policies to standardize response efforts and improve overall service delivery. + Analyzing escalation patterns and issue trends to identify root causes and prevent future occurrences, collaborating with relevant departments to implement corrective actions. + Training customer service and support staff on escalation processes, equipping them with the skills needed to handle difficult situations before escalation is necessary. + Negotiating solutions or compromises to resolve customer complaints, balancing customer satisfaction with company policy and capabilities. + Preparing and presenting detailed reports on escalated issues, outcomes, and resolution times to senior management, highlighting areas for improvement and success stories. + Participating in post-resolution review meetings to discuss the handling of escalated issues, lessons learned, and potential policy or product changes to reduce future escalations. + Driving process improvement initiatives and developing KPIs to measure the success of escalation resolution and trust. + Being an active participant at HRBP team meetings to share happenings in the HR GPS function, and gain feedback on HR Customer Service Teams (GPS) to drive improvements Minimum Qualifications + Have a relevant educational background or proven related experience with an emphasis on customer service, conflict resolution, and project management. + Demonstrate leadership skills and the ability to influence with and without formal authority. + Exhibit superior organization and planning skills, including the ability to direct and prioritize projects to completion within deadlines. + Possess HR Shared Services or Customer Service experience. + Hold Lean, and/or Six Sigma certification (preferred). + Manage end-to-end process management. + Engage in strategic planning, leadership communications, and cross-functional collaboration. Work in a way that works for you We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. Working for you We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer: + Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits + Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan + Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs + Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity + Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits + Health Savings, Health Care, Dependent Care and Commuter Spending Accounts + Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice Salary Range To be added when data can be disclosed About RELX RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate. RELX is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120. Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) . RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.