Job Introduction

What does it take to become a leading health and social care organisation in the UK?

 It takes people who can enable others to make positive change within their lives - providing encouragement, delivering innovative services, and generally improving life for individuals with a learning disability, those affected by drug and alcohol misuse or mental health problems. But it's not just our front-line teams that make a difference. So do the dedicated professionals who work behind the scenes to support the vital work we do.

Of course, to operate at this level we need to maintain a high performing and engaged workforce. And that is where you come in.

We have a fantastic opportunity for a People Services Lead to manage and coach our people services team to provide excellent customer service to our colleagues and candidates, help us re-engineer our processes and drive everlasting change within the Shared Services team, bringing new thinking and enhancing the way we work to free up time for our colleagues and managers.

We are located in the heart of Manchester and are within close proximity to transport links. There will be some presence required in our Manchester office with the team, however you will have the option to work from home with a hybrid-working approach.

Role Responsibility

As People Services Lead, you will:

• Lead and coach the People Services team to provide excellence in customer service for our Colleagues and Candidates
• Lead on our process improvement across People Services to support in streamlining and simplifying these for our Managers making use of automation where possible
• To develop a culture which supports outstanding customer service, continuous improvement, quality, high employee engagement, high team performance and collaboration whilst also maintaining an element of fun.
• To work closely with the business to improve process based on feedback and to ensure the provision of a professional and customer focussed people service. 
• Review current Service Level Agreements to ensure that cases are managed within the desired time frames
• Supporting the audit process within service ensuring data is readily available when requested
• To act as an escalation point and manage cases where People Services team members need additional support, where service levels are in danger of not being met or cases are highly sensitive / escalations have been raised.
• To analyse and monitor the resource utilisation, volume metrics, themes, day to day performance and customer perception of the operation through statistical management.
• To lead the adoption of change and to train colleagues on new processes to improve capability.

The Ideal Candidate

Enthusiastic about people and with proven experience of working in HR shared services or administration within a busy, every changing environment; we are seeking someone who is confident in leading a team to deliver an effective and high quality service to our colleagues and candidates. You will have the ability to accurately analyse data, identify trends and implement solutions in order to drive process improvement. You will have excellent attention to detail and an understanding of the importance of delivering excellent customer service, with a strong organisational capability and ability to prioritise and delegate to meet deadlines and to manage large volumes of diverse work as well as a love for re-engineering processes.

About us

What Benefits Will I Receive?

We know reward looks different to each person and so whether its ways to make your money go further, a culture supporting recognition and celebration, or opportunities to boost your career – we want to support you in every way we can with our total reward package that includes:

• Comprehensive learning and development opportunities so we can invest in your future – we’re proud to have a silver accreditation from Investors in People. Choose from our range of courses to gain recognised qualifications
• 31 days’ paid holiday a year, increasing with each year of service up to 33 days. Plus, the option to buy additional holidays and spread the cost
• An exclusive discounts hub for TP colleagues, to help make your money go further – including high street shopping, pubs and restaurants, mobile phones, gym memberships, and much more. You’ll also have access to the Blue Light Card, for even more discounts and savings!
• Flexible working solutions to support your work-life balance
• Life Assurance of up to 3x annual salary and a competitive Pension Scheme to support your savings and security
• Access to our Rightsteps Therapy service – free, confidential telephone-based counselling sessions, access to an online wellbeing platform, and a Financial Education hub to support your total wellbeing
• A 24/7 Employee Assistance Programme including a Digital GP, legal advice and more – all free to you and your immediate family
• Recognition awards to recognise colleagues’ inspirational work and dedication, as well as Long Service bonuses to celebrate your commitment to us
• Flexible benefit options including a Cycle to Work scheme and interest-free Season Ticket Loans
• A £300 bonus if you successfully refer a friend as a new colleague through our Refer a Friend scheme, as a thanks from us!

We reserve the right to close this advert early if we can appoint to the vacancy before the advertised closed date.

Turning Point