Are you a confident people manager with a passion for delivering excellent customer service? Devon County Council’s People and Culture Directorate is looking for a proactive and skilled Helpline Manager to lead our Helpline team in People and Culture.
About the Role
As Helpline Manager, you’ll be responsible for the day-to-day running of our busy HR Helpline, ensuring that queries are resolved efficiently and professionally. You’ll lead a team of Helpline Assistants and Advisers, supporting their development and fostering a culture of continuous improvement and customer-first service.
You’ll use data and evidence to monitor performance, identify trends, and drive improvements across HR systems and processes and policies. Strong communication skills are essential, as you’ll be the first point of escalation for complex queries and will work closely with colleagues across People and Culture and other directorates.
Experience in implementing and supporting HR system delivery is highly desirable, including managing system administration tasks and identifying opportunities for improvement. Familiarity with customer management or ticketing systems CRM platforms) would be an advantage, particularly in a high-volume service environment.
Key Responsibilities
1. Lead and support a team of Helpline Assistants and Advisers, ensuring high standards of customer service.
2. Manage helpline operations to meet service levels and KPIs.
3. Use data analysis to identify trends, reduce demand, and improve service delivery.
4. Oversee system administration for HR platforms including iTrent, occupational health and L&D systems.
5. Respond to customer feedback and complaints, ensuring timely and effective resolution.
6. Support the development of self-service guidance and digital tools.
7. Collaborate with colleagues to improve processes and enhance the employee experience.
Working Arrangements
This role is based at County Hall, Exeter offices. While there is flexibility to work from home on some days, the postholder is expected to work from the office a minimum of three days per week and potentially up to five days, depending on service needs and operational requirements. You must be available to cover helpline hours of Monday - Friday 8:30am-5:00 pm.
About You
We’re looking for someone who:
8. Has experience managing a customer-facing team.
9. Is confident in using data and evidence to inform decisions.
10. Communicates clearly and effectively with a wide range of stakeholders.
11. Is passionate about service improvement and customer experience.
12. Has a good understanding of HR systems and processes.
Interview Date: 23rd & 25th September 2025