About the role
Job Description
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.
Qualifications
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.
Additional Information
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