HR Contact Team Manager

6 days ago

High Wycombe, United Kingdom Biffa Waste Services Limited Full time
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 customers 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.

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.
  • 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.
  • 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.
  • Develop and maintain appropriate SLAs and KPIS in order to measure and monitor team performance. 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.
  • 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.
  • Drive the development of feedback mechanisms to ensure the voice of the customer is heard in the development of HR Contact Team 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


Biffa, changing the way people think about waste

At Biffa, we love working with waste. Whether we're turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It's a view that's shared by our 11,000+ people around the country, who trust us to provide them with a career that's always rewarding, often challenging, but never dull. And it's why we're the UK's No. 1 choice for business waste management.

We believe different ideas, perspective and backgrounds are key to developing a creative and effective working environment which is why you'll find us championing diversity and equality at every turn.

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