Senior HR Manager

2 weeks ago

Hinckley amp Bosworth Leicestershire, United Kingdom Coulter Elite Resourcing Full time

Coulter Elite Resourcing are currently looking for Head of HR professional to work with one of their well-established and very successful clients based in Hinckley leading the HR Advisory Team.
Principle Responsibilities for the Head of HR:
* Drive the coaching initiative within the department, ensuring team leaders and consultants receive the necessary coaching and support achieving continuous improvement in quality across the department
* Build and maintain an effective, cohesive and motivated service function, providing leadership and support to team leaders, colleagues and peers
* Undertake and lead the mystery shopping within the department
* Identify training needs, themes and trends as well as areas for improvement and communication of these across the department
* Develop, and implement a strategy to ensure there is strong technical knowledge across the department with high quality service provided incorporating best practice and fresh thinking ensuring to support employee and client retention
* Proactively collaborate with management to design, develop and implement a portfolio of development strategies and initiatives to support business needs
* Undertake training with new and existing members of the team as identified through coaching, mystery shopping and in line with our learning and development framework
* Promote awareness of additional services within the Group and subsequently drive referrals within the department
* Effectively manage all Consultant workloads, in line with departmental requirements, to ensure that we efficiently respond to client queries
* Monitor and review Consultants' overall performance activity on a daily basis, providing detailed periodical reports as required
* Prepare departmental reports as required.
* Coordinate the preparation of weekly rotas (including overtime / out of hours) to ensure the contact centre service is effectively covered 24/7
* subsequently drive referrals within the department
* Conduct, where necessary any formal meetings such as disciplinary and grievance and be the point of appeal as necessary to provide the relevant outcomes in line with the Employee Handbook
* Participate in external training events and conferences for clients and prospective clients, and to represent the business in external media events, to include radio interviews
Carry out any other tasks deemed necessary by the Management Team
Person specification for the Head of HR:
* Experience in a senior leadership team working with key stakeholders
* Experience with HR would be beneficial
* A passion for coaching and developing others
* Excellent communication skills
* A “can-do” attitude with the ability to support, drive and motivate your team to achieve their best potential and performance overall
* Strong organisation and time management skills
* Excellent people management skills
* Ability to work in a fast-paced contact centre environment
* A dynamic and flexible approach, as well as the ability to work under pressure
* Excellent interpersonal skills
* Excellent customer service skills
* Ability to provide constructive feedback where required
* Excellent service issue / complaint resolution skills
* Capability to work under pressure with a solutions-based approach
* Contribution to business growth and service improvements
If thia position sounds like you, then please forward your CV to Sophie Sansby at Coulter Elite Resourcing

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