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People Services Delivery Team Leader

2 months ago

Liverpool, Liverpool, United Kingdom Riverside Full time
About the Role

We are seeking a highly skilled and experienced professional to join our People Services team as a People Services Delivery Team Leader. In this role, you will be responsible for leading, coordinating, and planning the delivery of first-line support to colleagues and managers on all aspects of the employee lifecycle.

Key Responsibilities
  • Coordinate and allocate the provision of first-line advice and support to colleagues, managers, and third parties on all aspects of the employee lifecycle.
  • Support the People Services Manager in the development, monitoring, and delivery of cyclical plans, transactional frameworks, and performance standards.
  • Lead, coach, and develop a multi-disciplined team of People Services Administrators to deliver a consistent and timely end-to-end service.
  • Work collaboratively with business colleagues and People Services teams to develop a customer-first proposition and continually review service delivery plans and standards to achieve customer satisfaction metrics.
  • Direct and organize the provision of administration and transactional activity, ensuring timely and accurate processing of data, system navigation, and data extraction as required.
  • Manage all complex queries or customer dissatisfaction via agreed channels to ensure effective resolution in line with agreed ways of working and performance standards.
  • Support and lead continuous improvement initiatives and change projects to enhance processes, procedures, and system services, delivering improved self-service capability and usage.
  • Conduct cyclical and ad-hoc analysis and reporting of service delivery, performance standards, and compliance, providing recommendations and plans to the People Services Manager and key stakeholders.
  • Monitor and maintain the integrity and quality of data input, call recording, case management, and storage of documents, resolving and communicating any data quality improvements to achieve compliance standards.
  • Plan and monitor compliance with regulatory and local People Services frameworks, escalating risks to service performance and compliance through agreed risk management procedures.
  • Maintain regulatory, legal, and systems knowledge to maintain competence in the role and deliver 'best-fit' solutions.
  • Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.
  • Ensure that all information security requirements, including data protection, are met in accordance with the Group's policy, procedures, and statutory requirements.
  • Ensure that health and safety requirements are met in accordance with the Group's policy, procedures, and statutory requirements.
Requirements
  • Proven track record of coordinating and delivering transactional HR advice and support within a diverse and unionized organization.
  • Experience of successful resource and activity planning, ideally within a shared service environment working across multiple teams to ensure effective service delivery.
  • Proven track record of interpreting and applying HR policy.
  • Excellent leadership, coaching, and feedback skills with evidence of developing multi-skilled operational teams in a high-volume environment.
  • Eye for detail and a methodical approach to problem-solving.
  • Customer-first ethos and the ability to elicit colleagues' needs quickly.
  • Resilient and tenacious to see things through to conclusion.
  • Initiative and drive to identify 'better ways' of working to improve efficiency.
  • Commercially aware and results-focused with the ability to take ownership of tasks.
  • Excellent team player who can work flexibly to meet business requirements.
  • Experience of working and using HR systems and Microsoft packages.
What We Offer
  • Competitive pay and generous pension.
  • 28 days' holidays plus bank holidays.
  • Flexible working options available.
  • Investment in your learning, personal development, and technology.
  • A wide range of benefits.
About Us

We are Riverside, a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we've been revitalizing neighborhoods and supporting communities by providing the homes they need to live full, fulfilling, and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.