HR Contact Manager

at  Biffa Waste Services

OUR ESSENTIAL REQUIREMENTS

• Strong people management skills, with demonstrable experience of supervising or leading a team
• Experience of working within a large and diverse organisation
• Robust knowledge and experience of human resources processes and best practices, gained in a fast-paced HR department.
• HR Systems experience and confident with all Microsoft Applications including Excel, Word and Outlook
• Knowledge of data protection regulations (GDPR) and employment law
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A QUICK LOOK AT THE ROLE

Manage, develop and motivate the HR Contact Team, ensuring the delivery of efficient and effective services to internal and external cutomers via all contact channels. Develop and implement a strategy to develop the team to become the trusted single point of contact for all types of HR queries, providing advice and guidance, including Dayforce query support.
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YOUR CORE RESPONSIBILITIES

• Lead the development of the contact strategy for HR, determining the appropriate channels for business support and evolving services that provide added value from the ESC.
• Lead, manage, motivate and develop the HR Contact Team to deliver high standards of work and to be the trusted point of contact for all types of HR queries. Ensure the team have the skills and knowledge to support customers in a professional and friendly manner.
• Deal with escalated and/or complex queries or complaints requiring investigation or sensitive handling. As the professional HR expert in the team, provide coaching and guidance in relation to HR policy, procedures, systems and processes.
• Plan resources and manage work allocation to ensure day-to-day, peak activities and events are properly supported. Ensure the team are equipped with the knowledge to support new or ad hoc query types.
• Devise, plan and manage outbound contacts, which are intended to be an added value HR service, ensuring the team are providing an engaging experience to prospective, new and existing Biffa employees.
• Conduct regular team meetings, huddles and individual 121’s, ensuring effective communications and engagement with all team members and providing direction. Ensure all team members have a development plan in place and are working towards stretch objectives.
• Develop and maintain appropriate measures of team performance. Monitor team performance against SLAs and KPIs, providing regular team performance reports and addressing any areas where performance falls below required standards. Utilise ServiceNow and Genesys to provide real-time, historical and trend data reports to be presented to senior leadership.
• Ensure customer handling and query management procedures are properly documented, maintaining a knowledgebase of relevant resources. In particular ensure data privacy and GDPR compliance is at the forefront of team ways of working.
• Conduct regular reviews of cases, emails, calls and chats to ensure required quality standards are being met and identify any areas for improvement. Proactively implement improvements and monitor their successful delivery.
• Develop appropriate content for HR business communications, including ServiceNow quick messages, and content for other business communication channels, partnering with HR and communications colleagues to ensure consistency of tone and message. Act as the lead for ESC on development of Tier 0 support channels and content.
• Drive the development of feedback mechanisms to ensure the voice of the customer is heard in the development of HR Contact Team services. Engage with stakeholders throughout the business to develop contact services which meet the needs of the business.
• Recruit and induct new team members and ensure effective training and development plans are in place for the whole team.
• Investigate, engage in and adopt new technologies to support customer service delivery, partnering with colleagues HR and IT.
• Lead on and support projects within the ESC to deliver service improvements, process improvements and to support HR initiatives from the business.
• Work with the HR Shared Services Manager and colleagues in the workflow teams and payroll to facilitate opportunities for cross skilling and individual development.
• Contribute to the ESC leadership team and the wider HR team. Act as a delegate for the HR Shared Services Manager when required.
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