HR Case Manager

Iceland Foods; United Kingdom; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

15% discount in Iceland stores

30% discount at Club Individual Stores

33 days holiday

Free onsite parking

Subsidised staff restaurant and Costa

Job summary

Iceland Foods is seeking a committed and passionate HR Case Manager to join our team on a permanent basis, Deeside based.

You will provide professional, proactive HR advisory services to managers across the business, handling complex issues including long-term absence and Right to Work checks while ensuring compliance with UK employment law. The role emphasizes coaching, robust decision making, and proactive case management to deliver commercial outcomes.

Qualifications

• Proven track record of managing complex HR cases.
• Up-to-date knowledge of UK employment law and its implications for employers.
• Strong communication and coaching skills across all levels.

Responsibilities

• Act as a fully participating member of the HR team supporting HR and liaising with wider stakeholders
• Manage a portfolio of cases, scheduling and prioritising activities based on case needs and deadlines
• Provide support to Managers or act as HR lead on complex people matters, including hearings and appeals
• Ensure good employment practice through clear advice and alignment with Iceland’s HR policies and guidelines
• Adopt a pragmatic approach in offering solutions to managers while complying with legal/regulatory requirements
• Work autonomously on delegated areas and seek senior guidance when required
• Coach managers in people management, decision making and fairness
• Prepare letters/documents for hearings and give feedback to managers
• Record all case details on the Case Management System and drive cases to conclusion
• Collaborate with field-based Case Managers to ensure consistency and precedent
• Meet or exceed all applicable SLAs
• Undertake other reasonable duties as requested

Skills

HR case management

UK employment law

Stakeholder management

Coaching & training

Communication skills

Education

CIPD Level 7

Job description

As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams.

We understand that success is achieved through our people, and we are searching for a committed and passionate HR Case Manager to join our growing business on a permanent basis (Deeside based.))

Purpose of the role

• To manage prolonged long term absence in addition to Right to Work in the UK checking processes.
• To provide a professional, proactive, expert telephone and written HR advisory service to managers at all levels across the business.
• To provide advice and guidance to managers on complex people matters with a focus on gaining the best outcomes for both the business and the colleague. Specifically in relation to the management of serious conduct matters, capability, employee concerns and employee relations issues, including the management of suspensions and investigations. This includes reviewing investigation reports and complex letters or communications.
• To provide active support to managers in the day to day case management of serious / complex employment issues whilst at all times considering the commercial constraints of the business and the legal framework.

Key Accountabilities/ Tasks

• Act as a fully participating member of the HR team supporting HR and liaising and developing effective working relationships with wider stakeholders
• Manage a portfolio of cases, scheduling and prioritising activities based on the needs of each case and applicable deadlines or timescales
• Provide support to Managers or act as HR lead on complex people matters, including hearings and appeals
• Ensure good employment practice through the provision of clear advice and guidance in line with Iceland’s HR policies, procedures and guidelines
• Adopt a pragmatic approach in offering solutions to managers, while recognising legal and regulatory requirements.
• Work autonomously whilst using own initiative, on delegated work areas and where appropriate seek advice from senior colleagues when required
• Take every opportunity to coach managers in aspects of people management including communication, robust decision making, fairness and consistency and application
• Reviewing and preparing (where appropriate) letters/ documents in readiness for and after formal hearings and providing feedback to Managers where required
• Ensure all case management details are recorded accurately on the Case Management System and that cases are managed pro-actively and driven through to conclusion and ensuring personnel database reflects accurately
• Work collaboratively with your field-based Case Manager colleagues to ensure consistency of approach and application of precedent
• Ensure all applicable SLAs are met / exceeded
• To undertake any other reasonable duties as requested

Measurements of success

• Accurate, considered diary management
• Compliance with HR policy and legislation /processes
• Risk analysis - SLA’s met - People issues successfully dealt with by the line with appropriate support
• Accurate and timely completion of case management administration

QUALIFICATIONS/KNOWLEDGE/EXPERIENCE

• Proven track record of managing a range of complex HR cases
• Demonstrable, comprehensive up to date working knowledge of UK employment law and legislation and its’ implications for employers
• Confident communication with people at all levels, with a style that is clear, engaging, coaching and collaborative whilst at times of challenge can hold your own
• Demonstrate strong partnership working with a variety of stakeholders
• Ideally CIPD qualified (Level 7)
• Experience of applying a commercial and pragmatic approach to providing HR risk based solutions to difficult issues that arise within challenging situations
• Ability to work flexibly in an agile way in order to meet deadlines and respond positively and constructively to feedback
• Can evidence building capability within a coaching framework - Good analytical and problem solving skills

Alongside this we can offer you:

• 15% discount in Iceland stores
• 30% discount at Club Individual Restaurants
• 33 days holiday (including bank holidays)
• Free onsite parking
• Subsidised staff restaurant and Costa Coffee