HR Team Leader

The Portfolio Group are proudly partnered with a global Client who are a HR, and Health and Safety Consultancy provider, and we are looking for a Customer Service Agent / Account Manager to support their business.

To oversee the HR 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.

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.

Key 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.
• 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.

What you bring to the team

• Employment Law knowledge, such as knowing the process around TUPES, redundances, etc., and Employee Relations knowledge.
• Experience managing a team; motiving and supporting your team.
• Strong organisation, time management and great communication team while leading your team.
• Ability to work in a fast-paced environment and thrive under pressure.

Benefits

• 25 days’ holiday, plus bank holidays
• Day off on your birthday
• Perkbox discounts
• Holidays increase after 2 and 5 years’ service
• Profit share scheme
• Company incentives, access to discount schemes

51869SK

INDIRE

The Portfolio Group are acting on behalf of our client in recruiting for this position.