Associate Support

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Associate Support - Customer Success Lead

**About this role**

In HR Shared Services (HRSS), the employee experience is at the heart of everything we do. We strive to deliver services and products that are simple, intuitive and accessible through flawless delivery of HR processes and a laser focus on the needs of our associates. We’re looking for an Associate Support Customer Success Lead who will be responsible for overseeing and reimagining end to end AskHR service and operations in the UK, supported by the Associate Support Service lead.

**What you’ll do**
- Resolve and manage complex service escalations from the Associate Support Service lead and work with them to ensure ongoing coaching and development of the team to keep building their knowledge and skills.
- Lead on differential projects that support the overall vision and direction of the HRSS team and deliver improvements to positively impact associate experience.
- Identify opportunities for change in team operations, cyclical projects, technology, and associate / customer impacting processes and partner with other members of HR to deliver enhancements with wide reaching impact. Build open and trusted relationships with HR Partners so that feedback can be positively acted on, and provided to others, to enhance the success of the team’s service delivery offering and remove barriers to success.
- Take responsibility for end-to-end activities and overall performance / quality - and in doing so, assess trends and ensure that work distributed in the team by the Associate Support Service lead is being progressed and handled in line with expectations. In addition, to make recommendations for continuous improvement to streamline processes and ensure a positive associate / customer experience.
- Prepare data, and receive data from the Associate Support Service lead in order to contribute to regular HRSS governance meetings, and represent AskHR service in wider team updates. Determine and ensure further escalation and reporting where appropriate.
- Support the Associate Support Service Lead to inspire, develop and motivate our front line team.
- Perform HR service risk management activities, including Risk and Control ownership and compliance management actions, and work with the Associate Support Service lead to ensure that the team are acting in accordance with expectations.
- You will be the people leader for the Associate Support Service lead, who in turn manages the team.

**What we’re looking for**
- You will be an HR Generalist and have experience in leading delivery of HR first line services.
- You have previous experience in leading, coaching and growing a team and enjoy motivating others to perform at their best.
- You thrive on providing a ‘best in class’ HR service and can demonstrate passion and success in delivering excellent customer service. Ideally you’d have some knowledge on employee relations, too, in order to liaise with our employee relations team (known as Associate Relations) in a credible manner.
- You’ll have excellent stakeholder management skills.
- You’re an effective communicator with excellent critical thinking and problem solving skills and can bring examples of how you’ve used data to identify insights that resulted in positive outcomes.
- You’re always seeking out opportunities for improvements which would positively benefit the experience of our associates and are comfortable asking the right questions to encourage stakeholders to think differently about our processes.
- You have excellent attention to detail and pride yourself on delivering high levels of service at all times.
- Ideally you’ll have great excel/spreadsheet skills and be able to demonstrate curiosity in relation to data, the story it tells, and how this influences action for the team.

**Where and how you'll work**

This is a permanent position based in our Nottingham office.

We have a hybrid working model which gives you flexibility to work from our offices and from home.

We’re big on collaboration and connection, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

**What’s in it for you**
- Bring us all this - and you’ll be handsomely rewarded with a role contributing to the roadmap of an organisation committed to transformation
- We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
- Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance - with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
- Op