hr officer jobs

442210

£36,547 - £39,566

The Civil Service pay remit and Acas pay policy will apply.

A Civil Service Pension with an employer contribution of 28.97%

Permanent

ACAS - Advice and Business Solutions

Business Management and Improvement
Knowledge and Information Management

Flexible working, Full-time, Job share, Part-time

1

Birmingham, Bristol, Cardiff, Fleet, Glasgow, Leeds, Manchester, Mildenhall, Newcastle or Nottingham Acas Office With an element of working from home. Please be aware that this role can only be worked in Great Britain and not overseas. You will be asked to express a location preference during the application process. Informal hybrid arrangements are available and the balance between home and workplace working is to be agreed with the line manager to achieve the right balance between collaboration, in-person engagement and flexibility.

Please note regular travel will be required to Newcastle to support the team, anyone not based in Newcastle will be able to recoup travel expenses in line with the Acas Travel & Subsistence Policy.

The Customer Advice Delivery Enablement Team are at the forefront of work to ensure Acas’s Advice Services best meet the needs and interests of our customers and stakeholders. This work includes developing operational policy, co-ordination of activities to meet required service levels, provision of knowledge support and identifying potential for innovation and improvement within Advice that will extend Acas’s reach and impact.

The National Operations Service Manager:

• Leads a small team responsible for forecasting, scheduling and administration of a workforce management system responsible for relevant Acas ACD services.
• Facilitates the effective deployment of staff to meet required SLA, identifying potential barriers to this and alerting relevant stakeholders, including Head of Advice Services
• Ensures schedules are built to achieve targets and comply with contractual terms and policy guidance around development time, breaks, lunches and additional non-customer facing time.
• Co-ordinates activities across the Advice service function, providing insight to support business and workforce planning
• Provides regular and ad- hoc performance reporting to multiple business areas including senior managers
• Maintains and improves relationships with internal business areas, promoting awareness of Advice Service business planning needs.
• Identifies and develops improvements and efficiencies in processes and procedures, including with the WFM system, working collaboratively with internal stakeholders and external suppliers to meet service needs.
• Builds and models a positive, inclusive and “can do” culture.

Main Accountabilities:

• Responsibility for forecasting, planning, scheduling and real time management to achieve agreed SLAs.
• Developing service/s protocols, and guidelines as required, taking account of all stakeholder needs.
• Facilitating the delivery of centrally agreed service levels and maximising service efficiency through effective deployment of available staff.
• Identifying risks and put in place mitigation, highlighting wider issues outside of the team’s control to relevant stakeholders with recommendations for action.
• Quality assuring processes, systems and outputs related to all elements of WFM to ensure that issues are identified and rectified quickly.
• Utilise the WFM forecasting and scheduling system functionality to improve efficiencies and processes.
• Ensuring the work of the team and systems are carried out in line with relevant legislation (eg GDPR) and Acas policies.
• Ensuring team quality standards are maintained through coaching, feedback and training.
• Building effective relationships with stakeholders across the business and with suppliers to ensure service needs are understood and met.
• Overseeing production and distribution of relevant data and information to stakeholders.
• Work with Senior Advice Manager, Analysts and Advice management to:
• Coordinate and manage the Adviser resource,
• Identify trends impacting on delivery of services,
• Implement opportunities for improvements,
• Identify staffing requirements and plan recruitment, and
• Plan operational activities and promotion of services.
• Supporting the delivery of continuous improvement across the service, gathering insight and intelligence and using this to develop new approaches ready for implementation.

Who we are:

Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, we’re impartial, so we’re not on anyone’s side. That means we’re working for everyone to help prevent and resolve workplace issues.

Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent or resolve workplace problems.

Acas: Britain’s Workplace Experts

Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards – Disability Confident Highly Commended; Pay Gap award winner and Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.

Experience:

Essential Criteria:

• Knowledge of forecasting and staff scheduling for a Contact Centre environment (Lead Criteria).
• Supporting stakeholders by providing regular and ad-hoc performance reporting.
• Experience of managing resource through Workforce Management Systems (WFM).
• Utilising Microsoft Excel to create and maintain reporting spreadsheets.

Desirable Criteria:

• Previous line management experience.
• Managing a team or service through a period of change.
• Supporting continuous improvement by identifying and developing improvements in systems, processes and procedures.

Alongside your salary of £36,547, Advisory, Conciliation and Arbitration Service contributes £10,587 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We’re big believers in rewarding people for the amazing work they do, take a look at some of the fantastic benefits we offer:

• Learning and Development;
• Health and wellbeing;
• Pension scheme;
• Cycle to work scheme;
• Interest free season ticket loans;
• Volunteering opportunities.

Could you ask for any more?

You’ll have access to a Lifestyle website, where you’ll be able to grab savings over a wide range of products from holidays to your weekly shop.

To find out more please check out - Working for Acas

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Job contact :

• Name : HR Recruitment Team
• Email : HRRecruitment@acas.org.uk
• Telephone : N/A

Recruitment team

• Email : HRRecruitment@acas.org.uk