HR Customer Service Manager

Responsibilities

* Ensure the manager and employee experience are at the centre of the service delivered
* Ensure that the team operate and adhere to agreed Service Level Agreements (SLA)
* Resource planning to ensure agreed targets are reached within SLA
* Ensure work is coordinated effectively across the team so that team goals are achieved
* Provide guidance and coaching to the team and team leaders on a wide range of queries
* Oversee the training and development needs are met to ensure attainment of team objectives
* Proactively build and maintain relationships with HR partners, wider business and vendors to maximise HRSC service
* Promote and foster a team ethos and positive flexible work attitude
* Drive a continuous agenda for improvement across all processes

COMPETENCIES WE LOOK FOR

* Delivers service which is highly customer focused
* Builds effective partnerships and relationships to connect with others across HR and the organisation to achieve sustainable results
* Applies operational excellence by taking action to maintain and improve operational efficiency and excellence. Demonstrates an understanding of business strategy when managing operations
* Manages risk effectively by creating a risk culture by holding self and others accountable for managing risk, promotes an environment where risks are openly discussed and proactively identifies and escalates concerns/issues with a sense of urgency
* Communicates with impact to influence decisions and outcomes through effective communications. Uses clear, concise and simple language both in written and when speaking and adjust style and personalises messages in order to best connect with others
* Develops and retains strong diverse talent through coaching and motivating others to meet their goals; delegates and empowers appropriately and recognises and rewards strong performers

SKILLS WE LOOK FOR

Essential Skills

* Strong customer service skills
* Lead and manage a team to drive results in a high transactional environment with a primary focus on client and customer service
* Excellent team player with the ability to role model and promote an environment of trust and flexibility
* Proactive and positive approach with a strong emphasis on anticipating challenges and facilitating resolution
* Exercise careful judgement in handling feedback and the ability to manage conflict
* Resolution and results driven with a flexible and can-do attitude
* Experience of managing a team

DESIRABLE

* Experience of working within a customer service centre environment
* An overall knowledge and experience of providing an HR service within the financial services industry preferably in a contact centre environment

Hy-phen Limited is acting as an Employment Business in relation to this vacancy.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.