Specialist HR Case Manager

**Specialist HR Case Manager**

Here at Iceland we’re different. We care. We’re not a dull stuffy corporate. We’re one big team. A diverse group of people who get stuck in and work together. If this is how you like to work then please read on.

A new opportunity has arisen within our HR team as a Specialist HR Case Manager.

This role is field based with Nationwide Travel

**PURPOSE OF ROLE**

To act as specialist and facilitator for all Retail hearings. To ensure the balance of probability and objectivity between the opposite parties prior to or following an impartial robust investigation completed by a HR Case Manager.

To liaise with appropriate Retail contacts (Area Managers / Regional Managers) for Retail / Business input to inform decisions and next steps.

Reporting directly to the HR Advisory Services Assistant Manager to reflect and identify broader business reporting issues / risk analysis and themes from outcomes of grievances/appeals with the HR Advisory Services Manager

In addition to the above to provide advice and guidance to Iceland Retail managers on complex people matters with a focus on gaining the best outcomes for both the business and the colleague.

**KEY ACCOUNTABILITIES / TASKS**:

- Chair/facilitate all Retail Grievances making founded objective, impartial and consistent decisions on outcome and next steps
- Facilitate and co-ordinate input from appropriate parties across the business into those decisions (e.g. Retail Area Managers, Head Office department managers)
- Prepare outcome documentation to ensure detailed, commercially sound rationale presented to the colleague offering limited opportunity for appeal by demonstrating a thorough process has been followed
- Act as a fully participating member of the HR team supporting HR and liaising and developing effective working relationships with wider stakeholders
- Manage a portfolio of cases, scheduling and prioritising activities based on the needs of each case and applicable deadlines or timescales
- Where appropriate, provide face to face support to Managers or act as HR lead on complex people matters, including hearings and appeals within nationwide locations
- Ensure good employment practice through the provision of clear advice and guidance in line with Iceland’s HR policies, procedures and guidelines
- Adopt a pragmatic approach in offering solutions to managers, while recognising legal and regulatory requirements.
- Work autonomously whilst using own initiative, on delegated work areas and where appropriate seek advice from senior colleagues when required
- Reviewing and preparing (where appropriate) letters/ documents in readiness for and after formal hearings and providing feedback to Managers where required
- Ensure all case management details are recorded accurately on the Case Management System and that cases are managed pro-actively and driven through to conclusion and ensuring personnel database reflects accurately
- Ensure all applicable SLAs are met / exceeded
- To undertake any other reasonable duties as requested

**SKILLS**
- Effective stakeholder management with excellent verbal and written skills which can be tailored to be reflective of audience
- Ability to quickly forge relationships, win trust and build confidence
- Managing conflict
- Ability to analyse complex, sensitive issues and provide practical and creative solutions
- Ability to prioritise work under pressure
- Good questioning and listening skills
- Ability to work remotely, autonomously and use own initiative
- Ability to maintain confidentiality at all times
- Confident manner in dealing with a diverse range of people, using good interpersonal and credible influencing skills.
- Commercial acumen
- Proficient with and comfortable using telephony and multiple technology platforms
- Coaching skills
- Self-management whilst maintaining one team ethos

**QUALIFICATIONS / KNOWLEDGE / EXPERIENCE**
- Proven track record of managing a range of complex HR cases, including conflict resolution
- Demonstrable, comprehensive up to date working knowledge of UK employment law and legislation and its’ implications for employers
- Confident communication with people at all levels, with a style that is clear, engaging, coaching and collaborative whilst at times of challenge can hold your own
- Demonstrate strong partnership working with a variety of stakeholders
- Ideally CIPD qualified (Level 7)
- Ability to work flexibly in an agile way in order to meet deadlines and respond positively and constructively to feedback
- Can evidence building capability within a coaching framework
- Good analytical and problem solving skills
- Full UK Driving licence

Make a difference to your career, we expect a lot but you’ll get a lot back in return. We will help you grow and develop your career and give you the freedom to show that you really care.

**Alongside this we can offer you**:

- A very competitive salary with an excellent benefits package
- 25 days holiday, plus 8 days bank holiday
- 15% store discount, 30% club individual restaurant discount
- Free parking onsite
- Double discount weeks
- Highly subsidised restaurant onsite with our own Michelin Star Chef
- Subsidised Costa onsite
- Discounted gym membership
- Charity fundraising events
- Educational sponsorship
- Enhanced maternity/paternity leave
- Long service awards
- Reward & recognition
- Online discounts at over 150 retailers and cashback on shopping, holidays, insurance and more