We are looking for a dynamic, driven and organized self-starter to join our Case Management Support (CMS) Team as an Intake Advisor.
The Case Management Support team are responsible for handling case intake for all Countries outside of NA & Canada, in addition to other services such as reporting, note taking, scheduling, administration support and data analysis.
The Intake Advisor will be progressive, hands-on and with a keen focus on associate experience, providing cover across either a day or late shift. As an integral part of the CMS team, you will deliver the highest quality of service to our internal customers; ensuring PXT, managers and associates are supported through effective case intake. The candidate for this position has strong communication both written and verbal and interpersonal skills, enabling them to work successfully as part of a wider team on employee relations tasks.


Key job responsibilities
The Intake Advisor will work proactively to:
• Create cases in the Amazon case management system for specific case types
• Intake highly sensitive HR and Employee Relations issues via the Amazon case management system using high judgement
• Manage multiple email inboxes
• To support with note taking, and in doing so use the relevant scripts and templates, whilst fostering an awareness of policies and employment law, becoming an SME
• Own updating parts of active cases they have influence over
• Run reports, create business review Page 0’s
• Utilise excel to understand and analyse data related to data trends, themes and key topics
• Organise details received from site relating to investigations, grievances, disciplinaries and appeals ready for the case manager
• Independently manage intake work; assigning, prioritising and supporting a fair, consistent and efficient case process
• Communicate with site and fellow Amazonians to update on case status, prior to assignment
• Engage in continuous improvement of the intake and wider case management process and practices
• Consult and collaborate with business partners, including site HR & ops teams, as well as wider members of the IMCI team
• The individual will also work reactively on critical issues, including assigning cases that are of a high priority; which involves balancing time between different elements of the role and using personal judgment.