Dirección• Providing advice and support to our Employees and People Managers on all Employee Relations cases that come into the GBSC including sensitive & complex cases
• Managing the formal case cycle and coordinating the case management process using the required technology and methods of communication, looking for opportunities to resolve the matter informally, where appropriate.
• Co-ordinating and delivering training and development to People Managers to coach and upskill them, enabling them to appropriately manage and develop their people and build high performing teams that deliver
• Ensuring a positive experience for all Employees and People Managers, even when processes and situations are challenging ones, by maintaining respect for individuals and delivering excellent customer service at all times
• Ensuring all Tier 0 (self-service) information and guidance is up to date, relevant and accessible to all Employees and People Managers, by recommending legislative and statutory updates to existing Knowledge base articles and reviewing Virtual Agent chats to look for ways to improve our self-service offering
• Providing evidence-based advice and guidance to People Managers on emerging trends and patterns in their respective business area and among their team members and supporting them to address people challenges on the horizon. This may include such areas as sickness and absence trends, rising cases of disciplinary or grievance, industry wide or external developments or factors etc.
• Ensuring high quality collaboration with all other Specialist / Service Centre teams to ensure alignment and consistency of services delivered
• Acting as point of escalation and coach to the Tier 1 Employee Relations Administrators where guidance or the benefit of deeper experience is required
• Owning your own workload through the analysis of current case load, identifying trends and undertaking improvement action
• Providing insightful, intelligent reporting to customers to support and maximise business performance
• Working with leaders across the GBSC and business HR to deliver and improve SLAs and performance, thereby demonstrating added value to the business
• Fostering a culture of service excellence with your colleagues, role-modelling this and coaching other team members to deliver true best in class services to all
