Customer Experience Specialist

7 days ago

South East England, United Kingdom Randstad Full time £4
Job Title: Customer Experience Specialist

Employee Relations Case Advisor

Contract Length:

Pay rate: £20 per hour

Our client provides integrated NHS services to care for people at home, in schools, and health clinics across the borough as well as at Croydon University Hospital and Purley War Memorial Hospital.

They provide more than 100 specialist services and are home to the borough's only Emergency Department and 24/7 maternity services, including a labour ward, midwifery-led birth centre and the Crocus home birthing team.

They strongly believe that their employees are their greatest asset.

Job Summary:

The post holder is responsible for the management of Employee Relations Cases supporting Managers and individuals in the Trust's policy and process to deliver a professional and legally safe HR service.

In addition to this, you will play an integral role in delivering a comprehensive, high quality and pro-active educational and operational employee relations advisory and support service to managers and staff within the Trust.

Key Responsibilities:

  • Establish strong working relationships with managers in assigned directorate teams to support the employee relations and management upskilling requirements within the service.
  • Provide first point of contact HR advice and support to the designated directorate/team to support and encourage early resolution of employee relations issues when raised ensuring that the risk associated with such cases are effectively managed seeking advice and support from the Head of Strategic Employee Relations as appropriate and including:
    • Performance management – capability
  • Utilise existing national resources and tools as much as possible to support the Head of Strategic Employee Relations to deliver a restorative approach to employee relations.
  • Evaluate the effectiveness and impact of employee relations initiatives and interventions with regular engagement sessions for staff.
  • Support the Head of Strategic Employee Relations to develop a restorative approach to employee relations
  • Work in partnership as appropriate with the Trust's recognised trade unions and their representatives and Regional Officers in resolving staffing issues or other joint working projects.
  • Support the Head of Strategic Employee Relations through the development, evaluation/assurance and provision of HR advice and any employee relations programmes and interventions that promote a values driven Trust with accountable and empowered managers and staff.
  • Work proactively in raising staff management skills of line managers through the preparation, design and facilitation of HR management briefing sessions in conjunction with all HR Advisor peers across both Trusts to ensure that consistent message and process is applied to all staff in line with agreed policies.

Requirements:

  • Demonstrable experience of providing a wide range of operational employee relations services to staff at all levels
  • Demonstrable experience of designing and facilitating management training/briefing sessions on HR policies and procedures and management of staff
  • Able to review and update HR policies and procedures in line with changes to employment law, Trust values and/or case law as required
  • Demonstrable knowledge of working at a senior HR/ER level within a complex unionised environment
  • Familiar with electronic HR reporting and recording systems and producing reports as required

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