HR Advice Team Leader - The Portfolio Group : Job Details

Job Purpose

To oversee the Employment Advisory Team, ensuring that both our clients and our consultants have the best possible experience. To coach and guide the team in all areas of Employment Law, ensuring the highest standard and service provided to our clients.

Job Overview

To support and manage the team on a day-to-day basis, supporting on any escalated Employment Law queries the team may have. To oversee Consultants' performance and ensure they meet KPIs and quality standards whilst maintaining a high standard of service provided to clients. To coach, inspire, motivate and support the team as necessary to maintain strong working relationships within the team and with our clients.

Day-to-Day Responsibilities

• To be the first point of contact for the Employment Advisory Team regarding all Employment Law related queries including grievances, disciplinaries, redundancies and TUPE by providing guidance, support and advice in line with our clients policies, procedures and best practice, as well as commercially focused advice as required.
• Providing support and guidance to the Employment Advisory Team with identifying learning and development needs as well as developing programmes and delivering training to enhance employee skills and development.
• To develop and instil within the team a proactive, client focused and personalised approach, driving departmental KPIs to build relationships and enhance the client experience.
• To lead the team to focus on continuous engagement of clients, ensuring that first class advice is being provided to clients and that the client understands the advice given when managing employee relations.
• To demonstrate strong organisational prowess and effective time management skills to balance a varied and demanding workload.
• To ensure the team are fully updated on Group products and additional services to drive referrals and engagement aiding rocket retention.
• Ensure cases are handled effectively and cohesively within the team and that clients' expectations are met on all occasions.
• To assist and lead in any recruitment and interviews for the department ensuring that staffing levels are maintained, and staff attrition is reduced.
• To complete training with new and existing members of the team as identified and in line with our learning and development framework.
• To complete quality assessments, observation meetings, live listening and side by side coaching sessions to ensure that quality meetings and documentation is being provided to clients on all occasions. Any areas of concern identified should be brought to the attention of the Head of Service along with any recommendations on how you propose to deal with the matter.
• To deal with client service issues in a timely manner ensuring that a satisfactory conclusion is reached on all occasions, notifying the HR Advice Team Manager of such issues.
• To assist with projects across the department and be responsible for the effective communication and implementation of any project work.
• To conduct, where necessary, any formal meetings in line with the Employee Handbook.
• To ensure that the HR Advice Team Manager and the Head of Service is kept up to date with all pending staff issues along with a proposed course of action.
• To be flexible with work times as there may be occasions, particularly due to the nature of our service, where you will be required to complete work outside of core hours, do training or have team meetings to capture all team members.
• To travel and work at any of the Group offices and to complete client meetings as and when required.
• To carry out any other tasks deemed necessary by the Management Team.

What you Bring to the Team

• A "can-do" attitude with the ability to drive, motivate and support your team to achieve their best performance overall and for each individual.
• Ability to work in a fast-paced contact centre environment.
• A dynamic and flexible approach, as well as the ability to work under pressure.
• Excellent people management skills.
• Excellent interpersonal skills.
• Strong organisation and time management skills.
• Excellent technical knowledge and customer service skills.
• Be able to provide constructive feedback where required.
• Excellent service issue / complaint resolution skills.
• Be able to work under pressure with a solutions-based approach.
• Be able to demonstrate a contribution to business growth and service improvements.

47806SK

INDIRE