Head of HR Contact Centre

6 months ago


Hinckley, United Kingdom Simplify Recruitment Full time

**Head of HR Advisory**
- £60,000 - £65,000
- Full-time
- Office based
- Hinckley, Leicestershire

We are working with a national business compliance company based in Hinckley, that offers expert advice on HR, Employment Law and Health & Safety to more than 14,000 businesses across the UK. They are currently looking for a **Head of HR Advisory** to join their thriving team - this is a fantastic opportunity to join a market-leading business and lead a successful team.

**About the job**:
In this role you will be responsible for directing and leading a team of HR Advisors, ensuring that they are motivated and performing to an exceptional level and providing a fantastic experience for clients at all times. Your team of HR Advisors will be working in a contact centre environment, and it will be your responsibility to coach, inspire and support them as necessary in order to maintain strong working relationships.

**Main Duties & Responsibilities**
- Driving the coaching initiative within the department, ensuring that team leaders and HR Advisors receive the necessary training and support to continue developing
- Building and maintaining an effective, cohesive and motivating service function
- Undertaking and leading the mystery shopping within the department
- Developing and implementing a strategy to ensure that there is strong technical knowledge across the department
- Ensuring that excellent service is provided at all times to support client and employee retention
- Proactively collaborating with management to design, develop and implement a portfolio of development strategies
- Undertaking training with new and existing members of the team in line with the business’ learning and development framework
- Managing employee workloads in line with departmental requirements to ensure that all client queries are responded to
- Monitoring and reviewing consultants performance activity on a daily basis, providing detailed periodical reports as required
- Preparing departmental reports
- Coordinate weekly rotas including overtime and out of hours to make sure the contact centre is covered 24/7
- Assisting with any recruitment and interviews for the department
- Dealing with any complaints or service issues in a timely manner
- Promoting awareness of additional services and driving referrals within the department
- Conducting any formal meetings where necessary - disciplinaries, grievances etc.
- Participating in external training events and conferences

**You**
- Experience in a senior leadership team working with key stakeholders
- Experience within HR is beneficial, but not essential
- Passion for coaching and developing others
- Excellent communication skills
- Can-do attitude with the ability to support, drive and motivate a team
- Strong organisation and time management skills
- Previous experience managing people
- Dynamic, flexible approach
- Ability to work well under pressure
- Ability to provide constructive feedback
- Excellent customer service and conflict resolution skills

**On Offer**
- Annual salary up to **£60,000 - £65,000**:

- Monday to Friday, 9 - 5.30
- Development and progression
- 25 days holiday + bank holidays
- Your birthday off
- Free Employee Assistance programme
- Social events and department budget for a quarterly day out

**Job Types**: Full-time, Permanent

Pay: £60,000.00-£65,000.00 per year

Schedule:

- Monday to Friday

Work Location: In person


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