1. Triage and manage incoming cases, allocating work effectively in line with SLAs and team capacity.
2. Provide clear, practical advice to managers across the employee lifecycle on employee matters including sickness absence, probation management and flexible working requests, applying policy, process knowledge and professional judgement to support effective decision-making.
3. Handle complex and senior queries with confidence, ensuring consistent, accurate outcomes.
4. Support investigations and identify root causes to improve the employee experience.
5. Partner with the ER team on case packs, documentation, and note-taking.
6. Maintain data accuracy and compliance across systems, including payroll-impacting activities.
7. Ensure the case management system and SharePoint content are up to date.
8. Support process improvements to enhance efficiency and service delivery
9. Act as an escalation point for RTW, referencing, and GDPR-related queries.
Who we’re looking for:
10. Experience in a similar HR/People role, ideally within a shared services or hub environment.
11. Strong knowledge of the end-to-end employee lifecycle, including ER processes and OH referrals.
12. Confident using HR systems ( Unit4, ServiceNow, SharePoint).
13. Excellent written and verbal communication skills.
14. Strong attention to detail with a focus on data accuracy and governance.
15. Ability to manage complex queries and adapt processes where needed.
16. Professional, confident communicator—comfortable working with senior stakeholders.
17. Highly organised and proactive, with the ability to prioritise and manage multiple tasks.
What's in it for you?
We reward youfor the work you do, whether that’s through our discretionary annual bonus scheme that reflects both personal and company performance, competitive annual leave allowance (28 days plus bank holidays, with the option to purchase an additional 5 days), or online rewards platform with a variety of discounts.
We also have benefits to support whatever stage of life you are in, including:
18. Competitive parental leave (26 weeks full pay)
19. Private medical insurance (optional taxable benefit)
20. 10% non-contributory pension (increasing with length of service)
Reasonable Adjustments
We're an equal opportunities employer and want to ensure our recruitment process is accessible and inclusive for all, if you require reasonable adjustment(s) at any stage please let us know by emailing us at
Research tells us that applicants (especially those from underrepresented groups) can be put off from applying for a role if they do not meet all the criteria or have been on an extended career-break. If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you tick every box.