Associate - P&C Service Operations

Become an Associate in Aristocrat's P&C Service Operations team, where your IT expertise and enthusiasm for People & Culture (P&C) will have a significant effect. Aristocrat values encouraging a culture of innovation, inclusivity, and excellence. We aim to improve employee experiences by applying advanced technologies, such as AI-powered tools and chatbot platforms. This position plays a key role in providing top-tier HR service delivery and advancing our vision to lead the gaming and entertainment industry.

What You'll Do

• Provide outstanding customer service by addressing P&C inquiries from employees, managers, and P&C partners via email, chat, phone, and AI-supported channels.
• Resolve inquiries accurately and efficiently by using knowledge articles, HR systems, chatbot platforms, and AI-assisted knowledge tools.
• Manage and document cases using a centralized case management system, ensuring timely resolution or appropriate handling of complex customer concerns.
• Handle HR transactions by collecting and verifying required information from employees, managers, or HR partners.
• Communicate HR policies, programs, and procedures clearly, translating complex topics into easy-to-understand mentorship.
• Effectively manage workload to meet established service level agreements (SLAs).
• Maintain accurate and complete documentation of customer interactions and resolutions in the helpdesk system.
• Assist in launching and regularly refining AI-enabled service tools and chatbot solutions to boost speed, consistency, and quality of responses.
• Identify recurring inquiry patterns and contribute to chatbot content, knowledge articles, and response templates to promote self-service and reduce repeat inquiries.
• Review AI- or chatbot-generated responses to ensure accuracy, tone, policy alignment, and compliance.
• Collaborate with internal teams to identify gaps, trends, and opportunities to improve knowledge content, chatbot workflows, and employee support journeys.
• Use service data and reporting insights to help improve service delivery, employee experience, and digital support channels.
• Ensure the responsible, secure, and compliant use of AI tools while safeguarding confidential and critical employee information.

What We're Looking For

• Bachelor’s degree in IT, Business, or a related field, or equivalent experience in practice.
• Strong verbal and written communication skills in English.
• Prior experience in an HR contact center, shared services, or operations environment supporting HR or P&C inquiries and transactions (preferred).
• Genuine interest in working within People & Culture or HR operations function.
• A customer-first approach with adaptability and flexibility.
• Proven ability to multitask, prioritize, and deliver high-quality work in a constantly evolving environment.
• Demonstrated ability to handle sensitive and confidential employee information with discretion.
• Comfortable working independently with minimal supervision.
• Skilled in using knowledge guides and reference materials to research and resolve inquiries.
• Proficient with digital tools, HR systems, and technology-enabled support platforms, including chat and AI-assisted tools.
• Curiosity and enthusiasm for new technologies such as AI, automation, and chatbots to improve employee support and operational efficiency.
• Good judgment to verify information, identify issues requiring customer concern, and ensure AI-supported outputs meet quality, policy, and compliance standards.
• Experience contributing to knowledge management, chatbot content, service improvement, or process optimization is an advantage.

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V

• World Leader in Gaming Entertainment

• Robust benefits package

• Global career opportunities

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

None

Additional Information

At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.