HR Contact Team Lead

2 months ago

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

We are seeking an experienced HR Contact Team Lead to join our team at Biffa Waste Services. As a key member of our HR department, you will be responsible for leading the development of our contact strategy, managing the HR Contact Team, and ensuring the delivery of efficient and effective services to internal and external customers.

Key Responsibilities
  • Lead the Development of the Contact Strategy

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.

Manage the HR Contact Team

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

Deal with Escalated and/or Complex Queries

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.

Plan Resources and Manage Work Allocation

Plan resources and manage work allocation to ensure day-to-day, peak activities and events are properly supported.

Devise, Plan and Manage Outbound Contacts

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.

Conduct Regular Team Meetings and Huddles

Conduct regular team meetings, huddles and individual 121's, ensuring effective communications and engagement with all team members and providing direction.

Develop and Maintain SLAs and KPIs

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

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

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

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

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

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

Experience of Working within a Large and Diverse Organisation

Experience of working within a large and diverse organisation.

Robust Knowledge and Experience of Human Resources Processes

Robust knowledge and experience of human resources processes and best practices, gained in a fast-paced HR department.

HR Systems Experience

HR Systems experience and confident with all Microsoft Applications including Excel, Word and Outlook.

Knowledge of Data Protection Regulations and Employment Law

Knowledge of data protection regulations (GDPR) and employment law.

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