Role Purpose:
To act as a proactive, consultative front-line partner to our store managers and colleagues, resolving employee lifecycle queries fast, seamlessly, and accurately. This role is not a transactional data-processing job. You will take total personal ownership of your desk and queue health, intercepting basic queries, performing deep fact-finding triage on complex cases, and actively upskilling managers to make them autonomous leaders.
What you’ll be doing:
- Queue Management & Desk Autonomy: Take full personal ownership of the incoming Zendesk queue. Process incoming portal queries, phone calls, and emails on a strict first-in, first-out basis, ensuring all tickets are resolved or triaged within agreed business SLAs.
- Building Business Networks & Rapport: You won't just process tickets from behind a screen. You will actively build strong, consultative relationships and rapport with line managers and colleagues across the business. By genuinely understanding their needs, you'll pick up the phone to talk through issues dynamically, working as a trusted partner to find the right solution quickly.
- Root-Cause Problem Solving: Look beyond the immediate ticket. Identify recurring query trends or systemic process errors and collaborate with the wider HR Services team to address the root cause, preventing the issue from hitting the desk again.
- First-Line Triage and Gatekeeping: Conduct thorough, high-quality fact-finding and initial triage on complex cases before escalation. Ensure that Specialist functions (like ER and Payroll) receive complete, accurate case notes, minimising internal hand-offs.
- Manager Capability Coaching: Use daily interactions to guide and coach retail store managers on HR policies and digital self-service tools, building their confidence and operational independence.
- Data Integrity & Lifecycle Admin: Execute core employee lifecycle administrative tasks—including contract generation, onboarding approvals, change confirmations, and compliance tracking (such as Right to Work validation)—with absolute accuracy and strict data control.
- Proactive Team Collaboration: Actively participate in daily huddles, knowledge-sharing huddles, and desk huddles to share process wins, system updates, and cross-train peers to maximize the performance of the entire function.
What we’re looking for:
- Proven experience operating on a fast-paced HR service desk, "Ask HR" function, or high-volume casework environment .
- Demonstrable track record of managing ticketing queues against operational SLA metrics
- Direct, confident communication skills with the ability to handle manager pushback and build trust quickly over the phone .
- Strong analytical and diagnostic skills; the ability to uncover root causes by asking sharp, relevant questions.
- A highly proactive mindset centred on individual accountability ("if you touch it, you own it") .
- Total professional neutrality and resilience under peak operational demands.
What can we offer you?
You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us. We also have an early careers network to support you if you’re in your first few years of your career.
We’ll also equip you with a benefits package that includes:
- Competitive bonus
- Save-as-you-earn scheme
- Private Medical and Life Assurance
- Enhanced contributory pension scheme
- Colleague discount
- Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme
Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.
By giving you the support you need to do well at work, and the flexibility to make life work for you. We are giving you a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and make a positive difference every day.
About Us:
Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues. But it is our culture that is considered our best kept secret; it’s a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.
