We are looking to recruit a HR Services Team Leader to manage the HR Services Advisors to ensure day to day efficiency of the service.
It will also involve taking a lead in analysing service performance and improvement including coaching of the HRS Advisers and being the escalation point for complex queries or escalation points outside of agreed SLAs.
Key Accountabilities:
Line manage and develop the team of 7 HRS Advisors and senior administrators
Monitor day to day query resolution using ticketing system to ensure queries are reviewed, investigated and closed within agreed time scales
Develop credible relationships with Tier 2 HR teams to support effective resolution of queries
Manage KPI reporting of the service through ticketing system reporting module
Manage and maintain performance of the self help portal through analysis of use by colleagues and managers, review knowledge base to ensure information is correct and up to date
Advise on improvements needed to ticketing system to gain maximum efficiency for the team
Manage sensitive activities such as subject access requests, death in service process and other complex administration duties
Act as escalation and coach for HRS Advisors for support in understanding and resolving queries, and support complex queries
In peak times support the HRS Advisors by managing queries - contact could be through the HR Portal, telephone or external email (using the online ticketing system, maintain accurate records of calls with colleagues and managers)
Always look for ways to educate colleagues and managers in self help tools available
Support development of HR Services as future planned administration duties are added to team activities
What are we looking for:
Studying toward CIPD qualification
Shared Service centre team leader or manager
Report building and KPI management
Ideal if worked in a customer service/Ask HR service
Basic transactional HR knowledge
Managing high volume of queries through various channels
Resolve queries, sometimes complex, by asking relevant questions
Engaging with strong communication skills (verbal & written)
Technology/IT skills (working with HR portal & ticketing tool)
Strong attention to detail
Strong interpersonal skills at all levels
Good listening skills to allow you to ask great questions
Problem solver
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’ll also equip you with a benefits package that includes
Annual bonus
Private Medical Healthcare
Save-as-you-earn scheme
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.
We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture. We are also encouraging our teams to work flexibly, with a blend of remote / office working.
About Us:
Wickes is a multi-channel retailer operating in the home improvement market. With 40 years in industry, Wickes now generates revenue in excess of £1.6Bn across 230 stores delivered by 8,000+ colleagues.
But it is the Wickes’ culture that is considered its 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.
