First Point of Contact Service Team Leader

3 weeks ago

Surbiton, United Kingdom South West London and St Georges Mental Health NHS Trust Full time

Job summary

Following a recent structural change in the People Team, Southwest London & St George's Mental Health (SWLSTG) NHS Trust is looking for various roles in the People Team including a First Point of Contact Service Team Leader in the HR operations team.

Reporting into the Head of Operations, the First Point of Contact Service Team Leader will lead the team responsible for the service that provides the one point of access to the People Service supporting colleagues and managers when they need assistance. The service is the first point of contact for resolution of all HR queries either at the 1st contact or by escalating/handing over the customer to the correct team/individual within the People Service.

The HR Direct Service receives the highest number of contacts therefore its success reflects the reputation of the whole People Service. The postholder will ensure ongoing excellence across the team and will ensure that team has a strong service ethos, combined with a drive for continuous improvement.

We are looking for a proactive, organised and collaborative individual, who will be able to lead and set up a team, whilst delivering a high costumer centric service, driven by excellence and desire to strive for ongoing service improvements.

Main duties of the job

The post holder will be responsible for creating the new service from scratch, supported by the Head of HR Ops and Associate Director of HR Operations. Once the role is established the role will manage the HR Direct Service which provides initial responses and first contact resolution for HR, queries and service requests from SWLSTG employees and external providers.

The service will have an expectation for providing resolution to as many general queries as possible on 1st contact, escalating to relevant teams where the query is more complex. You will be providing leadership, guidance and management of the HR Direct team, and will develop and deliver a Customer Services improvement Strategy for the service. In addition, you will be developing improved ways of working to continually meet customer needs and maximise use of the service.

This role is offered on a permanent basis and will be based at our Tolworth Hospital site. You will be working in accordance with the Trust Agile working policy.

As part of the interview and assessment process, applicants can expect a presentation with an Q&A, followed by an interview.

Flexible working:

We are proud to offer agile and flexible working opportunities as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday within the time frames from to , giving you the very best of good work life balance.

About us

We are Proud to Belong at South West London and St George's Mental Health NHS Trust.

We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as 'good' - we aspire to be 'outstanding'.

This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world. More developments are planned across our sites and services.

We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co-produce and involve our local communities in all that we do.

We offer flexible working, career development and a variety of benefits to enable a positive, welcoming environment in which our people and their careers can thrive.

About our locations:

Tolworth Hospital, Surbiton

To create the very best environment to care for our patients, this site's layout will be transformed in 2026 to add a number of wards to the existing three. Tolworth has a canteen and is near shops, the A3, Tolworth station, and is a bus ride from Surbiton station, with fast connections to Clapham Junction and London Waterloo.

Job description

Job responsibilities

In addition to the main duties outline for the role, some of the key responsibilities include:

1. Ensure that the customer experience is at the core of the delivery of the First Point of Contact Service services by;

ensuring that processes are designed around the customer

ensuring expectations are met through resolution of queries within SLA

delivering a service which provides excellent and timely communication with the customer throughout

2. Responsible for ensuring the full range of line management duties for the First Point of Contact team are completed; including recruitment selection, induction, training on query resolution, appraisal and performance management, grievance and disciplinary management and workload allocation.

3. Manage and contribute to the development needs of the team, including conducting PDPRs, ensuring mandatory training compliance and identifying development requirements in line with succession planning.

4. Developing training plans and query resolution resources against anticipated questions.

5. Act as the point of escalation for serious customer complaints, responding to and investigating the issue/s raised promptly and, in a customer focused manner.

6. Work with the Head of Workforce Information and e-Rostering Systems, our IT team and others to contribute to system development, improving use of our systems and enhancing functionality.

7. To work with the Head of People Operations and the Associate Director of People (Operations) to ensure that system enhancements for the query and case management system are captured, defined and built into the release schedule.

8. To gain a working knowledge of all People & OD plus Payroll systems and processes, to be able to identify improvements and developments to enhance the customer experience, with a view to moving towards self-service.

9. To manage the People Self Service and Knowledge databases ensuring all Workforce Knowledge and Portal content is accurate and continuously updated.

10. Support the Head of People Operations with the development of a First Point of Contact Service strategy, in particular by developing long-term strategic options to improve the service provided by the First Point of Contact Service across the whole of SWLSTG using the data and identifying trends and patterns to lead to service improvement.

A full set of the responsibilities can be viewed in the job description and person specification.

Person Specification

Qualifications

Essential

CIPD qualified or equivalent Foundation Certificate or equivalent experience in a Customer Service focussed Team. Commitment to own personal CPD - demonstratable evidence provided.

Desirable

Post graduate training to Masters Level or equivalent in-Service Management or similar discipline.

Experience

Essential

Experience working in a service desk/service manager role. Significant experience of working at a senior level where there is accountability for managing difficult and highly contentious work. Experience of managing and training a team in a service desk environment.

Desirable

Prior experience of delivering in a People service team

Knowledge & Skills

Essential

Working knowledge of NHS Agenda for Change terms and conditions of employment and their application Ability to problem solve and collaborate with others to develop best possible solutions. Proven ability to develop creative solutions. Knowledge of using service management systems and reporting Proficient in the use of MS Office products - word, excel, Teams, SharePoint Experienced in the use of group telephony systems - designing specifications for Hunt groups for example. Able to effectively communicate complex information and data in a way that the receiver can understand - this would be across all channels verbal, written etc Demonstrates the ability to build relationships with others to influence and persuade. In-depth knowledge of query management processes. Ability to be able to use HR systems to produce reports on service usage, themes, activity data. The ability to analyse these reports to identify key themes and areas for improvement.

Desirable

Experience of web-based request systems.

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