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People Helpdesk Team Leader opportunity
3 months ago
We are looking for a People Helpdesk Team Leader to join our People Experience team in Denton, Manchester. With a competitive salary of £30,000 per annum, this role will make a real impact for our Nurseries across the UK.
A Bit About Us
At Partou, childcare is more than just a job; it's a journey led by every child's unique path. As the largest childcare group in the Netherlands, we provide access to top-tier research, resources, and expertise. Our mission is to develop your skills and positively impact the next generation.
Partou UK has grown rapidly, acquiring Just Childcare in June 2021 and All About Children in September 2022. With over 1,000 nursery branches worldwide and a team of 11,000+ professionals, we cater to more than 75,000 children. We're committed to continuous improvement and growth, supported by significant investments in quality care and early years learning.
Why This Role Is Important to Us
Our team is spread across multiple office locations and over 100 nursery settings. We need a solid, people-focused support service to handle people, policy, and employment-related queries, providing our team members with excellent service and a great employee experience.
What You’ll Be Doing
As the Helpdesk Team Leader, you'll be hands-on, supporting first-line queries and handling escalations. You'll lead the team of People Assistants, ensure a smooth end-to-end employee experience on the helpdesk, and provide important People data points to measure and improve overall employee satisfaction.
Key Responsibilities
- Lead the team of People Assistants, tracking KPIs and developing team members.
- Be active in answering Helpdesk queries as 1st line support and escalation channel.
- Ensure timely and accurate information to team members, aiming for a 100% first-time resolution rate.
- Conduct quality audits on People Assistants to ensure gold standard service.
- Regularly audit and manage employee files, adhering to GDPR guidelines.
- Collaborate with Payroll, IT, and Facilities to support employee onboarding and offboarding.
- Implement new policies, processes, and projects into daily People operations.
- Advise and collaborate with People Assistants and leaders on employee queries and relations.
Helpdesk Team Leader
A Bit About Us
At Partou, childcare is more than just a job; it's a journey led by every child's unique path. As the largest childcare group in the Netherlands, we provide access to top-tier research, resources, and expertise. Our mission is to develop your skills and positively impact the next generation.
Partou UK has grown rapidly, acquiring Just Childcare in June 2021 and All About Children in September 2022. With over 1,000 nursery branches worldwide and a team of 11,000+ professionals, we cater to more than 75,000 children. We're committed to continuous improvement and growth, supported by significant investments in quality care and early years learning.
Why This Role Is Important to Us
Our team is spread across multiple office locations and over 100 nursery settings. We need a solid, people-focused support service to handle people, policy, and employment-related queries, providing our team members with excellent service and a great employee experience.
What You’ll Be Doing
As the Helpdesk Team Leader, you'll be hands-on, supporting first-line queries and handling escalations. You'll lead the team of People Assistants, ensure a smooth end-to-end employee experience on the helpdesk, and provide important People data points to measure and improve overall employee satisfaction.
Key Responsibilities
- Lead the team of People Assistants, tracking KPIs and developing team members.
- Be active in answering Helpdesk queries as 1st line support and escalation channel.
- Ensure timely and accurate information to team members, aiming for a 100% first-time resolution rate.
- Conduct quality audits on People Assistants to ensure gold standard service.
- Regularly audit and manage employee files, adhering to GDPR guidelines.
- Collaborate with Payroll, IT, and Facilities to support employee onboarding and offboarding.
- Implement new policies, processes, and projects into daily People operations.
- Advise and collaborate with People Assistants and leaders on employee queries and relations.
Success in this role means promptly responding to employee inquiries and achieving a high resolution rate within defined service level agreements (SLAs). You will maintain high employee satisfaction scores through regular CSAT surveys and feedback. Team performance will be evaluated based on KPIs like ticket volume, response time, and first-call resolution rate. Additionally, ensuring the Helpdesk team operates in full compliance with company policies and relevant employment laws will be crucial to minimising any compliance-related issues.
Knowledge & Skills
- Relevant HR experience covering the employee lifecycle, policies, practices, and regulations.
- Experience in an employee-facing role representing company values and People team culture.
- Previous use of HRIS systems/ticketing systems (e.g., Freshdesk) is advantageous.
- Good standard of education to GCSE level (or equivalent) or above, including English and Maths.
- Willingness to undertake further training to meet evolving needs of the role.
- Proficient in Microsoft Word, Excel, PowerPoint, Outlook, CRM, SharePoint, Teams, and other relevant digital portals.
- Structured, organised, flexible, and adaptable approach.
- Preferably CIPD qualified or similar.
- Confidence, resilience, and a positive, pragmatic attitude.
- Excellent communication, interpersonal, negotiation, analytical, problem-solving, planning, and execution skills.
- A hands-on, can-do, and will-do approach to all activities.
- Ability to manage time and workload, juggle conflicting priorities, and work effectively under pressure in a fast-paced environment.
- Passionate about treating people fairly and respectfully, aligning with the organisational culture and values.
If you believe you are the right fit for this role, we encourage you to apply and join us in shaping the future of childcare
This role is subject to an enhanced DBS check
We are committed to equal opportunities and welcome applications from all sections of the community
Partou is proud be a part of the National Partnership in Early Learning and Childcare (NPELC) - a group of 10 of the largest childcare providers across England. Together, we operate over 1,300 childcare settings, employ more than 38,000 people, and take care of over 160,000 children.
