Employee Relations Helpdesk Lead - Hybrid, Growth Perks

Greene King; Burton upon Trent; Hybrid; GBP 45.000 - 60.000; Vollzeit

Benefits dieser Stelle

Brand discounts: 33%

Employee discounts: 15% for loved ones

Employee assistance programme

Greene King Inns/hotels discount: up 0

Refer a Friend scheme up to £1,500

Wagestream access

Retail discounts with high street

Zusammenfassung

Greene King is seeking an Employee Relations Helpdesk Manager to lead the People Experience Team, delivering timely, accurate and colleague-focused support across the employee relations lifecycle. You'll ensure a multi-channel service that supports colleagues and managers, whilst protecting the business through consistent and compliant ER practices.

In this hybrid role, you will manage daily service delivery, own standards, forecast demand and drive continuous improvement.

Qualifikationen

• Experience leading a contact centre or helpdesk across calls and digital channels.
• Proven people leadership including coaching, performance management and team development.
• Strong workforce planning: forecasting, rota management and resource deployment.
• Experience managing performance metrics, service quality and escalations.
• Ability to translate data into operational improvements using reporting tools.
• Experience driving process improvement and change initiatives with multiple stakeholders.
• Confident with telephony systems, case management platforms and Microsoft 365.

Aufgaben

• Lead daily service delivery across calls, cases and digital channels with timely resolution.
• Own service standards, case allocation and escalation processes.
• Manage operational performance through stand-ups, reviews and risk management.
• Forecast demand using service data and workload trends.
• Monitor workflow in real time and adjust to protect service levels.
• Produce and analyse performance reporting and identify improvement opportunities.
• Track key service measures: response times, first-contact resolution and satisfaction.
• Lead continuous improvement to reduce repeat contact and enhance experience.
• Coach and develop Team Leaders; foster accountability and high performance.
• Maintain quality assurance, knowledge management and up-to-date guidance.
• Ensure confidentiality, data protection and governance controls.
• Build relationships with People Operations, People Experience Partners and stakeholders.

Kenntnisse

Contact centre management

People leadership

Workforce planning

Data analysis & reporting

Stakeholder management

HR Shared Services / People Operations

Jobbeschreibung

Greene King is seeking an Employee Relations Helpdesk Manager to lead the People Experience Team, delivering timely, accurate and colleague-focused support across the employee relations lifecycle. You'll ensure a multi-channel service that supports colleagues and managers, whilst protecting the business through consistent and compliant ER practices.

In this hybrid role, you will manage daily service delivery, own standards, forecast demand and drive continuous improvement.