HR Helpdesk Manager

Altrad Services; Goldthorpe; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading infrastructure services provider is seeking an experienced HR Helpdesk Manager to oversee HR support functions in Goldthorpe. This role includes leading the helpdesk team, resolving HR inquiries, and improving employee experience. Candidates should have at least 5 years of HR experience, preferably in a managerial capacity, and possess strong HR policy knowledge. Excellent communication and analytical skills are essential for success in this position.

Benefits

Competitive salary

Benefits

Qualifications

• Proven hands-on experience in Human Resources.
• Minimum of 5 years of experience in HR operations, shared services, or employee relations.
• At least a year in a managerial role.

Responsibilities

• Lead, coach, and develop the HR Helpdesk team.
• Oversee the resolution of employee inquiries.
• Monitor and report on helpdesk performance metrics.

Skills

Leadership

Excellent communication

Problem-solving

Conflict-resolution

Education

CIPD Level 5 qualification

Tools

HRIS

ticketing platforms

case management tools

Job description

Overview

HR Helpdesk Manager - Goldthorpe

Contract type: Permanent

Start date: TBC

Salary: Competitive Salary +benefits

We are the leading provider of infrastructure services.

At Altrad, we transform our nation's critical infrastructure to operate safely and sustainably.

With over 11,000 talented people, we provide the full spectrum of critical engineering and construction services for industries both onshore and offshore.

Join a Leading Organisation in the Nuclear Industry

About the Role

We are seeking an experienced and dedicated HR Helpdesk Manager to lead our Human Resources Helpdesk function. This role is responsible for ensuring employees receive timely, accurate, and professional support for HR-related inquiries. The HR Helpdesk Manager will oversee the day-to-day operations of the helpdesk team, drive service excellence, and implement process improvements that enhance the overall employee experience. This position requires a strong background in HR operations, proven leadership skills, and the ability to manage escalations with professionalism and discretion.

Key Objectives

• Leadership: Inspires and motivates teams to achieve service excellence.
• Employee-Centric Focus: Dedicated to providing outstanding HR support and improving the employee experience.
• Collaboration: Works effectively with stakeholders across HR and other business functions.
• Adaptability: Thrives in a dynamic environment with shifting priorities.
• Integrity & Discretion: Handles sensitive employee information with the highest level of confidentiality.

Main Responsibilities

• Lead, coach, and develop the HR Helpdesk team to deliver high-quality service and meet defined service-level agreements (SLAs).
• Oversee the resolution of employee inquiries, ensuring compliance with company policies, employment laws, and data privacy regulations.
• Act as the point of escalation for complex HR issues, collaborating with HR Business Partners and Centres of Excellence.
• Monitor and report on helpdesk performance metrics, identifying trends and opportunities for service improvement.
• Enhance the employee experience by developing knowledge base resources and optimising ticketing and HR systems.
• Partner with HRIS and IT teams to implement process automation and technology solutions.
• Ensure accurate documentation and recordkeeping to support compliance, reporting, and audit requirements.
• Collaborate with HR Business Partners and other departments to resolve complex issues.
• Support cyclical HR projects including performance management, compensation reviews, and employee surveys.
• Continuously improve helpdesk processes and systems to enhance service delivery.
• Ensure operational shutdowns run smoothly by collaborating closely with Shutdown Managers and site teams
• Coordinate TUPE in/out processes with HR Business Partners including validation of employee data, employee file management, and timely communications to support seamless workforce transitions.
• Support internal and external audit requests by ensuring timely and accurate provision of HR documentation, system records, and process evidence; maintain compliance with data governance standards and collaborate with relevant stakeholders to resolve queries efficiently.
• Manage internal death-in-service cases with sensitivity and professionalism, liaising with next of kin, insurers, and internal stakeholders to ensure accurate documentation, timely communication, and compassionate support throughout the process.

Key Requirements

• Proven hands-on experience in Human Resources.
• CIPD Level 5 qualification is highly desirable.
• Minimum of 5 years of experience in HR operations, shared services, or employee relations, with at least a year in a managerial role.
• Strong knowledge of HR policies, employment law, and compliance standards.
• Proficiency with HR systems (HRIS, ticketing platforms, case management tools).
• Excellent communication, problem-solving, and conflict-resolution skills.
• Proven ability to manage and develop teams, driving both performance and engagement.
• Analytical mindset with the ability to interpret data and develop actionable insights.
• Ability to manage a team and work collaboratively across departments