What you’ll be doing
•Lead, motivate, and set direction for a team of HR professionals to deliver excellent colleague services.
•Oversee service delivery (onshore and offshore), including quality checks, feedback, and workload prioritisation.
•Drive continuous improvement initiatives to enhance HR service efficiency and employee experience.
•Monitor and deliver against HR Service Centre KPIs and performance metrics.
•Ensure high-quality employee interactions, identifying and implementing service improvements.
•Manage individual and team performance through coaching, objective setting, and feedback.
•Act as the first point of escalation for employee and manager queries, resolving issues effectively.
•Maintain data accuracy and integrity across all HR systems, ensuring compliance with policies.
•Investigate service failures, identify root causes, and implement corrective interventions.
•Collaborate across HR to keep the employee experience at the heart of service delivery.
The skills you'll need to succeed
•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 clear focus on accuracy and data integrity
•Proven ability to manage multiple priorities and meet tight or conflicting deadlines in a fast-paced environment
•Confident communicator with a warm, approachable style; able to simplify and explain complex information
•Skilled in Microsoft Office (Word, Excel, PowerPoint) and experienced in using HR systems
•Demonstrated leadership or coaching experience, with the ability to guide and develop others
•Solid understanding of data protection legislation including GDPR and ICO guidelines
Benefits
At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.
•10% on target bonus
•BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
•From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
•Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
•25 days annual leave (not including bank holidays), increasing with service
•24/7 private virtual GP appointments for UK colleagues
•2 weeks carer’s leave
•World-class training and development opportunities
•Option to join BT Shares Saving schemes.
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.