Home    Diageo    Jobs    Job

Job is no longer available

First Point Contact Center Advisor - Americas (English & Portuguese Speaking)


Budapest, Hungary

External Job Description

Diageo is the world’s leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness.
Our purpose - Celebrating life, every day, everywhere - has an important role in our company, for our people, our brands, in how we perform and how we create shared value.
Diageo Business Services has been operating in the heart of Budapest for 15 years and provide added value for the company on a global level in the area of Finance, HR, Commercial Support, IT, Treasury and Business Intelligence.

Please note that this is an afternoon shift role (2.00 pm-11.00 pm)

The taste:
The HR CC Advisor deals with escalations of queries and issues across a spectrum of HR activities received from Diageo employees, including employee documentation, other employee lifecycle processes and procedures or organisation and position management.
The role is dedicated to a specific market, allowing Advisors to be an expert in this area. The Advisors will have specialist knowledge and will manage cases end to end to resolution. Additionally, the team conducts transactions primarily for employee lifecycle activities, e.g. on-boarding activity, exits, and job changes. This team will provide a streamlined, consistent and highly effective range of services for its customers.

How to serve:

Delivers service to agreed performance levels and beyond
Collaborates with other teams to reduce handoffs and complexity for the customer
Data and documentation accuracy and customer satisfaction. Specifically:
maintains complex employee data on Workday, executing all joiner-mover-leaver changes to data right first time and instructing payrolls
creates accurate support documentation for all employee lifecycle events, secures approval, issues, tracks and files
carries out specific projects throughout the year e.g. benefits enrolment, visa check, organisation restructure support etc. Including planning, team work and execution
manages activities relating to all workload on the Service Now query management system, including comprehensive notes and audit trails
processes incoming calls and emails into activities, redirecting to other HR teams where appropriate
Provides excellent customer experience by being a single point of contact for handling all HR requests and enquiries for employees and line managers
Active ambassador for the HR model in the business, coaching employees and managers through their People Processes, on the use of self-service, about compliance requirements and also how to best leverage HR support
Drives continuous process improvement through diagnosing, investigating and developing solutions. Delivers change through bringing external best practice thinking and coaching self and others to experiment with new ways of working and behaviours. Drives increase in capacity and efficiency


•Language fluency in English and Portuguese is a must, French and Spanish is an advantage
•Ability to prioritise effectively, switching effectively between calls and e-mails
•Passionate about a great customer experience
•Excellent communication skills and ability to act in a calm, rational manner while under pressure
•Keen attention to detail
•Ability to multi-task and is organised and efficient
•Prior experience in delivering excellent customer experience is essential
•Strong Microsoft Office skills including Word and Excel

Cherry on top:

Easy to reach downtown location
Opportunity to climb up on the career ladder
We won the Fittest Workplace Award, of course we have a Gym
Urban legend is true, we do have a Rooftop Bar
Our unique brands are available in our staff shop
We live our values and color our lives


Share this page:

  Facebook      Instagram      Twitter      Linkedin      Press release 

Join the community