People Services Team Leader – 9-month Fixed Term Contract

at  Nationwide

Nationwide’s vision is to be the No 1 retail financial services provider and offering the best services to our customers is key to our success. As a People Services Team Leader, you will manage performance of a team of HR Service Administrators and Advisors delivering the day to day HR Customer Service operation to all employees and managers, ensuring a high quality service and consistent advice and support.
At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
For this 9 month fixed term vacancy you’ll spend at least two days per week, based at our Swindon office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

ABOUT YOU

As a minimum criteria you’ll need:

• Excellent leadership skills with the ability to drive high performance and lead the team to continuously identify and implement service and experience improvements.
• Experience of customer service having built strong relationships with customers with a Customer First mindset.
• Strong communication skills both verbal and written, being able to influence and manage stakeholders at all levels
• Ability to analyse information from a variety of sources, recognising trends and prioritising actions accordingly
• Thorough understanding and knowledge of managing HR processes through a Customer Relationship Management system
• Experience of managing teams to deliver against SLAs and Quality targets to achieve business objectives
• Ability to coach managers, employees and the team on employee lifecycle issues
• Excellent problem solving skills and the experience of working in a pressurised environment
• Sound understanding of how a complex shared service environment operates
• Knowledge of employment legislation, GDPR and complex payroll administration issues
• Detailed knowledge of Nationwide HR policies and procedures

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

As a HR People Services Team Leader, you will be managing the delivery of Employee Lifecycle administration and transactional services in a cost effective and efficient way ensuring a positive impact on colleague experience.
You will:
Manage, measure and monitor performance levels within the team ensuring objectives are met and identifying ways of improving performance levels while pro-actively analysing and forecasting resources for the team utilising the team effectively to meet business demands
Coach and develop team members to ensure they are reaching their maximum potential and performance while promoting a culture of continuous improvement within the team aligning to our strategic objective Push for Better.
Monitor and audit all employee data entered into PeopleCloud and associated HR Systems to ensure timely, accurate and consistent data and lead the team through all process and regulatory changes maintaining high levels of customer service and experience
Manage cost efficient administration of end-to-end transactional processes and monitor the customer relationship management system to ensure compliance to process and data security
Work collaboratively with other Team Leaders across the People Services to deliver against SLA’s and project/business demands and ensure all corporate policies, standards and agreed functional processes are adhered to by all staff
Manage non-compliance customer complaints on Customer Service related issues, liaising with your Senior Manager where appropriate
Create a professional environment through leadership and develop a high performing culture.
Actively promote equality, diversity and inclusion within the organisation and lead your team in a manner consistent with these principles