We are looking for an Employee Relations Helpdesk Manager to lead our People Experience Team, providing timely, accurate and colleague-focused support across the employee relations lifecycle. You'll be responsible for ensuring a multi-channel service that supports colleagues and managers, whilst protecting the business through consistent and compliant ER practices.
In your role as Employee Relations Helpdesk Manager you will:
- Lead daily service delivery across calls, cases and digital channels, ensuring timely resolution of colleague and manager queries.
- Own service standards, case allocation and escalation processes, driving accountability and high-quality outcomes.
- Manage operational performance through regular stand-ups, performance reviews and proactive risk management.
- Forecast demand using service data, contact volumes, case complexity and workload trends.
- Monitor workflow and resource allocation in real time, making adjustments to protect service levels and reduce backlog.
- Produce and analyse performance reporting, identifying trends, risks and opportunities for improvement.
- Track and improve key service measures including response times, first-contact resolution, case quality and colleague satisfaction.
- Lead continuous improvement initiatives to reduce repeat contact, improve efficiency and enhance colleague experience.
- Lead, coach and develop Team Leaders, promoting a culture of accountability, engagement and high performance.
- Embed robust quality assurance, coaching and knowledge management practices across the team.
- Ensure helpdesk guidance and knowledge articles remain accurate, approved and up to date.
- Maintain confidentiality, data protection standards and appropriate governance controls.
- Build strong relationships with People Operations, People Experience Partners, Data & Reporting teams and wider business stakeholders.
What you'll bring
- Experience managing a contact centre, helpdesk or shared services operation across telephone and digital channels.
- Proven people leadership experience including coaching, performance management and team development.
- Strong workforce planning capability, including forecasting, rota management and resource deployment.
- Experience managing operational performance metrics, service quality and escalations.
- Ability to analyse data, develop reporting requirements and translate insight into operational improvements.
- Experience driving process improvement and change initiatives across multiple stakeholder groups.
- Confidence using telephony systems, case management platforms, reporting tools and Microsoft 365.
- HR Shared Services or People Operations experience would be advantageous.
- Relevant operational management qualifications are desirable, although equivalent experience is equally valued.
You’ll receive a competitive salary, pension contribution as well as:
- The chance to further your career across our well-known brands and with our award-winning apprenticeship programmes.
- A 33% discount for you and 15% discount for your loved ones on all of our brands.
- Free employee assistance program available for you and your family.
- A 50% discount for you and 25% discount for your loved ones at our Greene King Inns and hotels.
- Refer a Friend scheme offering up to £1,500 for successful referrals.
- Wagestream giving you access to your wages before payday.
- Retail discounts with many high street brands