HR Customer Service Team Leader

at  Trafford Council

Grade Band 8
Salary £39,513 to £41,511 per annum
Full Time Permanent 36.25 Hours
Closing Date 4th February 2025 at 23.59
This is a hybrid role with a mix of home and office-based working at Trafford Town Hall in Stretford.
Our HR and Payroll Customer Service Team responds to approximately 4,500 inbound calls and enquiries every month, from a diverse customer group of police officers, council and police staff, teachers and leisure employees.
You will be responsible for mentoring and coaching a small team to deliver advice to line managers across all aspects of HR matters, to support the delivery of this vital service to managers and employees. You will be qualified to Level 7 CIPD with a minimum of 2 years previous line management experience in a similar environment.

This role would suit a HR professional who is perhaps looking to diversify their experience and increase their exposure to a different customer base and new ways of working. Our ideal candidate has:

• Experience of providing HR advice to line managers on complex HR matters, including absence, conduct and interpretation of policy
• Strong people management skills with experience of managing, coaching, and engaging a team of 7+ people to help them succeed and be happy at work
• An excellent communicator who can drive a high performing culture and build strong stakeholder relationships
• Previous line manager experience, preferably in a HR/payroll helpdesk environment
• A passion for service improvement and exceptional customer focus
• Ability to make pragmatic decisions (based upon existing policies, procedures and regulations) in a live operational environment
• Able to produce and interpret data, to improve performance and inform decision making
• Strong digital skills, with an interest in using ICT to help us work smarter

No candidate will meet every single desired requirement. If your experience looks a little different from what we’ve identified and you think you can bring value of the role, we’d love to learn more about you.
Further details are contained within the job description and person specification. The job description has been signposted to indicate at which stage of the process each criteria will be tested.

ANY APPOINTMENT MADE TO THIS ROLE WILL BE SUBJECT TO THE APPOINTABLE CANDIDATE BEING VETTED UNDER GREATER MANCHESTER POLICE CLEARANCE PROCESSES. A REQUIREMENT OF THE VETTING PROCESS IS A MINIMUM OF 3 YEARS RESIDENCY IN THE UK.

For an informal conversation about the role please contact Carol McBurnie, Service Delivery Manager, on 07580 697942.

This role would suit a HR professional who is perhaps looking to diversify their experience and increase their exposure to a different customer base and new ways of working. Our ideal candidate has:

• Experience of providing HR advice to line managers on complex HR matters, including absence, conduct and interpretation of policy
• Strong people management skills with experience of managing, coaching, and engaging a team of 7+ people to help them succeed and be happy at work
• An excellent communicator who can drive a high performing culture and build strong stakeholder relationships
• Previous line manager experience, preferably in a HR/payroll helpdesk environment
• A passion for service improvement and exceptional customer focus
• Ability to make pragmatic decisions (based upon existing policies, procedures and regulations) in a live operational environment
• Able to produce and interpret data, to improve performance and inform decision making
• Strong digital skills, with an interest in using ICT to help us work smarte