People Services Administration Team Leader

Job Title: People Services Administration Team Leader

Contract Type: Permanent/Hybrid

Salary: £33,736.16 (£36,445.76 is achieved after 12 months successful performance in the role)

Working Hours: 35 hours per week

Working Pattern: Monday to Friday

Location: Speke, Liverpool

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we also recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a People Services Administration Team Leader

In this role you will Lead, co-ordinate, plan and support the delivery of first line support to colleagues and managers on all areas of the recruitment process including knowledge of Oracle System, onboarding process, terms and conditions and advising on recruitment policy and processes, providing a ‘once and done’ resolution. Ideally in this role you will manage the team’s work plans, service performance and technical capability to achieve cyclical and project activity. Adherence to service level agreements and customer satisfaction standards in addition to increasing service capability through coaching and guidance to People Services Administrators will also be required.

About You

We are looking for someone who has:

• Recruitment or Shared Services experience of managing in front-line HR transactional services and rules-based advice across recruitment and employee life cycle.
• A proven track record of coordinating and delivering recruitment, transactional HR advice and support within a diverse and unionised organisation.
• Experience of successful resource and activity planning, ideally within a shared service environment working across multiple teams to ensure effective service delivery.
• Proven track record of interpreting and applying recruitment policy (eg, right to work).
• Excellent leadership, coaching and feedback skills with evidence of developing multi skilled operational teams in a high-volume environment.
• Ability to work toward strict deadlines with accuracy.

Why Riverside?

We are a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working With Us, You’ll Enjoy

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity And Inclusion At Riverside

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

Accountabilities Or “What You Have To Do”

• Co-ordinate, allocate and monitor the provision of a first line advice and support service to colleagues, managers and third parties on all aspects of the recruitment process providing a ‘once and done’ resolution to queries.
• Support the Talent Acquisition Managers in the development, monitoring and delivery of cyclical plans, transactional frameworks and performance standards, ensuring resource requirements are identified, planned and mobilised, escalating risks to delivery as appropriate.
• Lead, coach and develop a multi-disciplined team of People Services Administrators to deliver a consistent and timely end to end service, identifying areas for development to increase individual and team capability.
• Work collaboratively with business and People Services colleagues, to develop a customer first proposition, continually reviewing service delivery plans and standards to achieve customer satisfaction metrics.
• Direct and organise the provision of administration and transactional recruitment activity, ensuring timely and accurate processing of data, system navigation and data extraction as required.
• Manage all complex queries or customer dissatisfaction via the agreed channels to ensure effective resolution in line with agreed ways of working and performance standards.
• Support and lead continuous improvement initiatives and change projects to enhance processes, procedures and system services, delivering improved self-service capability and usage.
• Conduct cyclical and ad hoc analysis and reporting of service delivery, performance standards, and compliance, providing recommendations and plans to the Talent Acquisition Managers and key stakeholders, to improve and build on any trends, issues or development areas.
• Monitor and maintain the integrity and quality of data input, call recording, case management and storage of documents, resolving and communicating any data quality improvements to achieve compliance standards.
• Plan and monitor compliance with regulatory and local People Services frameworks, escalating risks to service performance and compliance through agreed risk management procedures.
• Maintain regulatory, legal and systems knowledge to maintain competence in role and deliver ‘best fit’ solutions. Support, guide and monitor compliance with those requirements within the Administrative and People Services team and the wider business.
• Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.
• Ensure that all information security requirements, including data protection, are met in accordance with the Group’s policy, procedures and statutory requirements.
• Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements.

Essential Knowledge, Skills and Experience

• Proven track record of coordinating and delivering recruitment and transactional HR advice and support within a diverse organisation.
• Experience of successful resource and activity planning, ideally within a recruitment or shared service environment working across multiple teams to ensure effective service delivery.
• Proven track record of interpreting and applying HR policy.
• Excellent leadership, coaching and feedback skills with evidence of developing multi skilled operational teams in a high-volume environment.
• Eye for detail and a methodical approach to problem solving.
• Customer first ethos and the ability to elicit colleagues needs quickly.
• Resilience and tenacity to see things through to conclusion.
• Initiative and drive to identify ‘better ways’ of working to improve efficiency.
• Commercially aware and results focused with the ability to take ownership of tasks.
• Excellent team player who can work flexibly to meet business requirements.
• Experience of working and using HR systems and Microsoft package

Desirable

• CIPD qualified, or equivalent.
• Training or coaching qualification.
• Experience of working as a team leader in a recruitment or shared service environment.