Employee Relations Helpdesk Manager

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

Compensation Grade: GG12
Pay Range: £47,000.00 - £70,000.00