Provides direction and support to help HR teams achieve their objectives, ensuring that any changes are implemented through a continuous improvement approach. Works collaboratively as part of both onshore and offshore teams, aligned by a shared goal of delivering an exceptional colleague experience.
What you'll be doing
1. Lead, motivate, and set direction for a team of HR professionals to deliver excellent colleague services.
2. Oversee service delivery (onshore and offshore), including quality checks, feedback, and workload prioritisation.
3. Drive continuous improvement initiatives to enhance HR service efficiency and employee experience.
4. Monitor and deliver against HR Service Centre KPIs and performance metrics.
5. Ensure high-quality employee interactions, identifying and implementing service improvements.
6. Manage individual and team performance through coaching, objective setting, and feedback.
7. Act as the first point of escalation for employee and manager queries, resolving issues effectively.
8. Maintain data accuracy and integrity across all HR systems, ensuring compliance with policies.
9. Investigate service failures, identify root causes, and implement corrective interventions.
10. Collaborate across HR to keep the employee experience at the heart of service delivery.
Required skills and experience include:
* Strong working knowledge of HR policies, processes, and systems, with the ability to apply them effectively.
* Excellent attention to detail and analytical skills, with a focus on accuracy and data integrity.
* Proven ability to manage multiple priorities in a fast-paced environment.
* Confident communicator with an approachable style; able to simplify complex information.
* Skilled in Microsoft Office and experienced in using HR systems.
* Leadership or coaching experience, with ability to guide and develop others.
* Solid understanding of data protection legislation including GDPR and ICO guidelines.
BT Group is a leading UK telecommunications company, with a rich heritage and a focus on digital infrastructure, including full fibre broadband and 5G. We are committed to innovation, customer service, and creating a diverse and inclusive workplace. Our benefits include competitive salary, bonus, pension scheme, family leave, health support, training opportunities, and more.
This job posting is active and accepting applications.
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