5285626 – HR Resolution Manager

Carrington Blake Recruitment; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in Greater London is looking for an HR Resolutions Manager to lead their HR Resolutions Team. The role involves developing the HR Resolution function and managing complex workplace conflicts. Candidates should have significant experience in HR management and a strong understanding of employment legislation. Skills in conflict resolution, leadership, and interpersonal communication are essential for this position. The role offers a hybrid work environment.

Qualifications

• Significant experience in an HR advisory or management role.
• Extensive experience managing complex workplace conflicts.
• Knowledge of conflict resolution techniques and mediation principles.

Responsibilities

• Lead and manage the HR Resolutions Team.
• Establish and develop the HR Resolution function.
• Monitor and evaluate the effectiveness of the resolution function.

Skills

Leadership and people management

Conflict resolution

Analytical skills

Interpersonal communication

Integrity and discretion

Education

Comprehensive knowledge of employment legislation

Job description

PAYE – £31.45 an hour

Hybrid – 3 days in the office

1. MAIN PURPOSE

To lead and manage the HR Resolutions Team, establishing and developing the Council’s HR Resolution function to provide early intervention and alternative pathways for workplace conflict resolution. The role is responsible for managing a team of HR Consultants, promoting the resolution service across the organisation, and working collaboratively with HR Business Partners to deliver comprehensive HR support while reducing reliance on formal processes through effective early conflict resolution.

2. MAIN DUTIES AND RESPONSIBILITIES

2.1 Team Management and Leadership

• Manage and lead a team of HR Consultants providing clear direction, support, and development opportunities to ensure high-quality service delivery.
• Conduct performance management activities including regular one-to-ones, appraisals, and development planning for all direct reports.
• Participate in recruitment and selection processes for team members, ensuring appropriate skills mix and capacity to deliver the advisory and resolution service.
• Allocate work effectively across the team, ensuring balanced caseloads and appropriate matching of cases to advisor expertise and development needs.
• Promote a collaborative team culture that supports cross-coverage and resilience across Corporate, Schools, and Resolutions specialist areas.

2.2 Resolution Service Development and Delivery

• Establish, develop, and promote the Council’s HR Resolution function as a new service offering, creating alternative pathways to formal grievance and disciplinary procedures.
• Screen incoming cases at initial stages to determine appropriate resolution pathways, directing cases toward informal resolution where possible and appropriate.
• Provide direct mediation services and conflict resolution support for complex workplace disputes, acting as a neutral facilitator to achieve positive outcomes.
• Develop and deliver manager coaching and guidance on early conflict identification and resolution techniques.
• Design and implement processes and procedures for the resolution function, ensuring consistency and quality in service delivery.

2.3 Strategic Liaison and Collaboration

• Maintain regular liaison with HR Business Partners, providing collaborative working relationships and escalating strategic issues as appropriate.
• Feed intelligence, themes, and trends from resolution cases to HR Business Partners to inform strategic workforce planning and policy development.
• Receive and implement strategic direction from HR Business Partners regarding resolution service priorities and organisational needs.

2.4 Service Quality and Improvement

• Monitor and evaluate the effectiveness of the resolution function, gathering feedback and data to demonstrate impact and identify improvement opportunities.
• Ensure consistent application of HR policies and procedures across the team while promoting flexible, solution-focused approaches.
• Maintain oversight of complex cases across the team, providing guidance and support to HR Consultants on challenging or sensitive matters.
• Contribute to the development of HR policies and procedures, particularly those relating to conflict resolution and early intervention.

2.5 Organisational Engagement and Promotion

• Actively promote the resolution function across the organisation, raising awareness among managers and employees of alternative dispute resolution options.
• Build relationships with key stakeholders across departments to establish the resolution service as a trusted and effective resource.
• Deliver presentations and training sessions to promote understanding of the resolution function and early conflict intervention techniques.
• Work with trade union representatives to build understanding and support for alternative resolution approaches.

2.6 Professional Development and Standards

• Maintain professional knowledge and skills in conflict resolution, mediation, and employment law, undertaking relevant training and development as required.
• Ensure team members receive appropriate professional development opportunities and maintain current knowledge of HR best practice.
• Represent the Council at relevant professional networks and forums related to workplace conflict resolution.

2.7 Information Management and Reporting

• Oversee accurate case recording and data management across the team, ensuring compliance with GDPR and confidentiality requirements.
• Produce regular management information and reports on resolution service activity, outcomes, and trends.
• Contribute to HR metrics and analytics to support service delivery improvements and demonstrate value.

2.7 Promote equality, diversity and inclusion beyond compliance. Actively work to eliminate bias from HR processes. Analyse data to identify potential issues or barriers and recommend improvements.

• Provide appropriate and timely signposting to counselling and welfare support.
• Maintain awareness of current professional HR issues to continuously improve service delivery, policy advice and the postholder’s own practice.
• Comply with all aspects of the Council’s Health and Safety policies and arrangements.
• Undertake other duties of a comparable nature elsewhere within the HR Division as required.

Because this job description is not to be regarded as exclusive or exhaustive. It is intended as an outline indication of the areas of activity and duties can be amended in the light of the changing needs of the organisation.

POST TITLE: HR Resolutions Manager

Grade: ME16

Date: July 2025

Knowledge

• Comprehensive knowledge of employment legislation and best practice including a thorough understanding of current human resources issues at a local and national level.
• Understanding of workplace conflict dynamics and resolution techniques.
• Comprehensive knowledge of formal HR processes including disciplinary, grievance and capability procedures
• Understanding of and commitment to promote equality, diversity and inclusion in employment and service provision.
• Understanding of and commitment to comply with the council’s health and safety policy and arrangements.
• Knowledge of GDPR and data protection requirements in an HR context.
• Working knowledge of job evaluation schemes (GLPC and Hay).
• Understanding of mediation principles and alternative dispute resolution methods.
• Knowledge of organisational development and change management principles.
• Familiarity with trade union engagement and collective bargaining processes.

Skills

• Demonstrate tact and diplomacy and take a firm line when necessary.
• High level of integrity and discretion when handling sensitive and confidential information.
• Excellent leadership and people management skills with ability to motivate and develop team members
• Strong conflict resolution and mediation skills with ability to remain impartial and facilitate positive outcomes.
• Exceptional communication and interpersonal skills, including ability to influence and negotiate.
• Advanced analytical and problem-solving abilities with sound judgment in complex situations.
• Ability to build relationships and engage effectively with stakeholders at all levels
• Strong organisational skills with ability to manage multiple priorities and competing demands.
• Coaching and mentoring skills to develop team capability and manager competence.
• Presentation and training delivery skills
• Formal mediation skills or willingness to obtain these.
• Advanced facilitation and group dynamics skills
• Resilient with ability to handle sensitive and challenging situations

Experience/Training

• Significant experience in an HR advisory or management role
• Extensive experience in managing complex employee relations cases and workplace conflicts
• Experience of developing and implementing new services or processes
• Experience of working collaboratively with senior managers and stakeholders
• Experience of working with trade unions and employee representatives
• Experience of service promotion and stakeholder engagement
• Experience of data analysis and management reporting
• Experience of attending senior management meetings and providing professional advice

If you think this job role is for you, please send your CV to [e-mail]