Intake Advisor , Case Management Support

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 0s
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.


- Bachelors degree or equivalent
- Knowledge of Microsoft Office Suite (Excel Word SharePoint and PowerPoint)
- Analytical skills (able to identify problem and a root cause work with numbers data run metrics and pull reports)
- Good understanding of AI and curiosity to learn and practice in a honorable manner
- Interest in ER/HR field

- Masters degree in business HR or a related field
- Experience in employment law and HR / Payroll
- Experience using Amazons case management system
- 1 years experience in Human Resources/ Employee Relations Environment

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.