Head of HR Operations

7 days ago

High Wycombe, Buckinghamshire, United Kingdom Biffa Waste Services Full time
Job Description

Job Title: HR Director - Contact Centre Lead

Job Summary:

We are seeking an experienced HR Director to lead our Contact Centre team, responsible for delivering efficient and effective services to internal and external customers. The successful candidate will develop and implement a strategy to develop the team to become the trusted single point of contact for all types of HR queries.

Key Responsibilities:

  • Manage, develop and motivate the HR Contact Team to deliver high standards of work and to be the trusted point of contact for all types of HR queries.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

Requirements:

  • Strong people management skills, with demonstrable experience of supervising or leading a team.
  • 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.

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