Deputy People Services Manager

Turning Point; Greater Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

33 days holiday

Total reward package

Job summary

Turning Point in Manchester is seeking a Deputy People Services Manager to lead our People Services team, delivering excellent service to colleagues and candidates while re-engineering processes for efficiency in a hybrid work model. The role requires proven experience in HR shared services or administration, strong data analysis, and a passion for continuous improvement.

You will work with payroll and People Services, ensuring timely delivery and high engagement.

Qualifications

• Experience in HR shared services or busy admin environment.
• Ability to analyse data and drive process improvements.
• Strong organisational skills and customer-focused mindset.

Responsibilities

• Lead and coach the People Services team to deliver excellent service to colleagues and candidates.
• Act as deputy to the Payroll & People Services Manager and ensure continuity of service across operations.
• Develop a culture of outstanding customer service, continuous improvement and engagement.
• Collaborate with the business to improve processes based on feedback and ensure professional, customer-focused service.
• Review SLAs to ensure cases are managed within desired time frames.
• Support audit processes and provide data when requested.
• Act as escalation point for complex or sensitive cases and maintain service levels.
• Analyse resource utilisation and monitor performance metrics.
• Lead change adoption and train colleagues on new processes.

Job description

Job Introduction

What does it take to become a leading health and social care organisation in the UK?

It takes people who can enable others to make positive change within their lives - providing encouragement, delivering innovative services, and generally improving life for individuals with a learning disability, those affected by drug and alcohol misuse or mental health problems. But it's not just our front-line teams that make a difference. So do the dedicated professionals who work behind the scenes to support the vital work we do.

Of course, to operate at this level we need to maintain a high performing and engaged workforce. And that is where you come in.

We have a fantastic opportunity for a Deputy People Services Manager to manage and coach our people services team to provide excellent customer service to our colleagues and candidates, help us re-engineer our processes and drive everlasting change within the Shared Services team, bringing new thinking and enhancing the way we work to free up time for our colleagues and managers.

We are located in the heart of Manchester and are within close proximity to transport links. There will be some presence required in our Manchester office with the team, however you will have the option to work from home with a hybrid-working approach.

Main Responsibilities

As Deputy People Services Manager, you will:

• Lead and coach the People Services team to provide excellence in customer service for our Colleagues and Candidates
• Act as deputy to the Payroll & People Services Manager, providing leadership and decision-making support in their absence and ensuring continuity of service delivery across all People Services operations
• To develop a culture which supports outstanding customer service, continuous improvement, quality, high employee engagement, high team performance and collaboration whilst also maintaining an element of fun.
• To work closely with the business to improve process based on feedback and to ensure the provision of a professional and customer focussed people service
• Review current Service Level Agreements to ensure that cases are managed within the desired time frames
• Supporting the audit process within service ensuring data is readily available when requested
• To act as an escalation point and manage cases where People Services team members need additional support, where service levels are in danger of not being met or cases are highly sensitive / escalations have been raised
• To analyse and monitor the resource utilisation, volume metrics, themes, day to day performance and customer perception of the operation through statistical management
• To lead the adoption of change and to train colleagues on new processes to improve capability

The Ideal Candidate

Enthusiastic about people and with proven experience of working in HR shared services or administration within a busy, every changing environment; we are seeking someone who is confident in leading a team to deliver an effective and high quality service to our colleagues and candidates. You will have the ability to accurately analyse data, identify trends and implement solutions in order to drive process improvement. You will have excellent attention to detail and an understanding of the importance of delivering excellent customer service, with a strong organisational capability and ability to prioritise and delegate to meet deadlines and to manage large volumes of diverse work as well as a love for re-engineering processes.

Why Join Us?

At Turning Point, we value innovation, inclusion, and continuous improvement. You'll have the opportunity to lead a dedicated team, enhance processes, and make a real impact on the colleague experience.

What Benefits Will I Receive?

We know reward looks different to each person and so whether its ways to make your money go further, a culture supporting recognition and celebration, or opportunities to boost your career - we want to support you in every way we can with our total reward package.

You will get 33 days' paid holiday a year, increasing with each year of service up to 35 days. Plus the option to buy additional holidays and spread the cost.

Join our team and discover the comprehensive benefits we offer by following the link below to explore all the exciting perks available to our employees.

Turning Point Benefits

We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closing date.

Turning Point