Job summary The People Team are making some fundamental changes in the way we provide our service to our customers. Our HR First Point of Access is currently being designed and ready to launch with the aim of answering HR queries efficiently and providing brilliant customer service. To ensure this service is successful we are looking to appoint a HR Consult Team Manager who will report to the Associate Director of People Operations. This person would have experience in management, working in an HR Query desk typesetting and has the ambition to drive forward to make improvements both in queries and in policies as said above, have a great working knowledge of Agenda for Change Ts & Cs The role will be responsible for ensuring the team strives to provide the best customer service in responding to HR Queries. This would include ensuring triaging takes place in a timely manner, monitoring the turnaround times of responses and fostering a culture of reviewing responses and how could responses be improved to ensure we maintain a positive user satisfaction rate. We would like to draw your attention to our Recruitment Pack especially an invitation to a Webinar to find out more about this role on Wednesday 22nd January at 17:45, please see slide 8 of the pack for details and we hope you can join Please apply by submitting a CV & cover letter describing why you are interested in this role (use the person specification to support your statement) to by the closing date to veda.kakadswlstg.nhs.uk Main duties of the job This is a great opportunity for an experienced HR practitioner to Lead on setting up a new team responsible for HR query resolution Improve our turnaround time on HR queries Ensure the quality of response meets customers demand You must be able to answer queries on NHS terms and Conditions, interpretation of policy and lead on drafting relevant policies and processes. You will lead the HR first point of access team, setting up processes for the team to follow, monitoring query response times, quality of response, coaching and training the team to achieve continuous service improvement. You will handle complex queries and escalation into casework, linking with the Head of Employee Relations. About us We are Proud to Belong at South West London and St George's Mental Health NHS Trust. We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as 'good' - we aspire to be 'outstanding'. This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world. More developments are planned across our sites and services. We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co-produce and involve our local communities in all that we do. We offer flexible working, career development and a variety of benefits to enable a positive, welcoming environment in which our people and their careers can thrive. About our locations: Tolworth Hospital, Surbiton To create the very best environment to care for our patients, this site's layout will be transformed in 2026 to add a number of wards to the existing three. Tolworth has a canteen and is near shops, the A3, Tolworth station, and is a bus ride from Surbiton station, with fast connections to Clapham Junction and London Waterloo. Date posted 14 January 2025 Pay scheme Agenda for change Band Band 8a Salary £59,490 to £66,239 a year per annum inclusive of outer London HCAS Contract Permanent Working pattern Full-time Reference number 294-CORP-6927897-JB-A Job locations Tolworth Hospital Red Lion Rd Surbiton KT6 7QU Job description Job responsibilities 1. Ensure that the customer experience is at the core of the delivery of the HR Consult services by; ensuring that processes are designed around the customer ensuring expectations are met through the resolution of queries within the SLA delivering a service that provides excellent and timely communication with the customer throughout 2. Responsible for ensuring the full range of line management duties for the HR Consult team are completed; including recruitment selection, appraisal and performance management, grievance and disciplinary management, and workload allocation. 3. Manage and contribute to the development needs of the team, including conducting PDPRs, ensuring mandatory training compliance, and identifying development requirements in line with succession planning. 4. Act as the point of escalation for serious customer complaints, responding to and investigating the issue/s raised promptly and, in a customer-focused manner. 5. Work with the Head of Workforce Information and E-rostering Systems, our IT team, and others to contribute to system development, improving the use of our systems, and enhancing functionality. 6. To work with the Deputy Director of HR to ensure that system enhancements for the query and case management system are captured, defined, and built into the release schedule. 7. To gain a working knowledge of all HR&OD plus Payroll systems and processes, to be able to identify improvements and developments to enhance the customer experience, and to move towards self-service. 8. To manage the HR Self Service and Knowledge databases ensuring all Workforce Knowledge and Portal content is accurate and continuously updated. 9. Support the development of HR Consult strategy, in particular by developing long-term strategic options to improve the service provided by HR Consult across the whole of SWLSTG using the data and identifying trends and patterns to lead to service improvement 10. Deliver a communications plan to ensure all SWLSTG employees have knowledge of the services provided by Ask HR and to continuously increase usage. 11. Make both short and long-term plans to improve HR Consult performance based on the evaluation of data collected. Job description Job responsibilities 1. Ensure that the customer experience is at the core of the delivery of the HR Consult services by; ensuring that processes are designed around the customer ensuring expectations are met through the resolution of queries within the SLA delivering a service that provides excellent and timely communication with the customer throughout 2. Responsible for ensuring the full range of line management duties for the HR Consult team are completed; including recruitment selection, appraisal and performance management, grievance and disciplinary management, and workload allocation. 3. Manage and contribute to the development needs of the team, including conducting PDPRs, ensuring mandatory training compliance, and identifying development requirements in line with succession planning. 4. Act as the point of escalation for serious customer complaints, responding to and investigating the issue/s raised promptly and, in a customer-focused manner. 5. Work with the Head of Workforce Information and E-rostering Systems, our IT team, and others to contribute to system development, improving the use of our systems, and enhancing functionality. 6. To work with the Deputy Director of HR to ensure that system enhancements for the query and case management system are captured, defined, and built into the release schedule. 7. To gain a working knowledge of all HR&OD plus Payroll systems and processes, to be able to identify improvements and developments to enhance the customer experience, and to move towards self-service. 8. To manage the HR Self Service and Knowledge databases ensuring all Workforce Knowledge and Portal content is accurate and continuously updated. 9. Support the development of HR Consult strategy, in particular by developing long-term strategic options to improve the service provided by HR Consult across the whole of SWLSTG using the data and identifying trends and patterns to lead to service improvement 10. Deliver a communications plan to ensure all SWLSTG employees have knowledge of the services provided by Ask HR and to continuously increase usage. 11. Make both short and long-term plans to improve HR Consult performance based on the evaluation of data collected. Person Specification Qualifications Essential Postgraduate CIPD or equivalent HR qualification Foundation Certificate or equivalent experience in a Customer Service focussed Team. Commitment to own personal CPD - demonstratable evidence provided. Desirable Service desk manager or analyst qualification. Experience Essential strong evidence-based application of and interpretation of NHS terms and Conditions of Service (Agenda for Change) Experienced in advising on the application of employment policies and processes with specific emphasis on attendance management/sickness Experience in drafting employment policies and processes Experience working at a senior level where there is accountability for managing difficult and highly contentious work Experienced in advising on attendance management and other areas of HR Casework Experience in staff supervision and handling performance. Desirable Experience working in a service desk/service manager Prior experience operating in an HR service desk environment is desirable and must possess the ability to set up and run an HR service desk Possess the ability to design and run technical training on HR employment policies and processes. Knowledge & Skills Essential In-depth knowledge of query management processes. Ability to problem solve and collaborate with others to develop the best possible solutions. Proven ability to develop creative solutions. Knowledge of using service management systems and reporting Proficient in the use of MS Office products - word, excel, Teams, SharePoint Able to effectively communicate complex information and data in a way that the receiver can understand - this would be across all channels i.e. verbal, written, etc Demonstrates the ability to build relationships with others to influence and persuade. Ability to be able to use HR systems to produce reports on service usage, themes, and activity data. The ability to analyse these reports to identify key themes and areas for improvement Desirable Experience of web-based request systems. Person Specification Qualifications Essential Postgraduate CIPD or equivalent HR qualification Foundation Certificate or equivalent experience in a Customer Service focussed Team. Commitment to own personal CPD - demonstratable evidence provided. Desirable Service desk manager or analyst qualification. Experience Essential strong evidence-based application of and interpretation of NHS terms and Conditions of Service (Agenda for Change) Experienced in advising on the application of employment policies and processes with specific emphasis on attendance management/sickness Experience in drafting employment policies and processes Experience working at a senior level where there is accountability for managing difficult and highly contentious work Experienced in advising on attendance management and other areas of HR Casework Experience in staff supervision and handling performance. Desirable Experience working in a service desk/service manager Prior experience operating in an HR service desk environment is desirable and must possess the ability to set up and run an HR service desk Possess the ability to design and run technical training on HR employment policies and processes. Knowledge & Skills Essential In-depth knowledge of query management processes. Ability to problem solve and collaborate with others to develop the best possible solutions. Proven ability to develop creative solutions. Knowledge of using service management systems and reporting Proficient in the use of MS Office products - word, excel, Teams, SharePoint Able to effectively communicate complex information and data in a way that the receiver can understand - this would be across all channels i.e. verbal, written, etc Demonstrates the ability to build relationships with others to influence and persuade. Ability to be able to use HR systems to produce reports on service usage, themes, and activity data. The ability to analyse these reports to identify key themes and areas for improvement Desirable Experience of web-based request systems. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Employer details Employer name South West London and St Georges Mental Health NHS Trust Address Tolworth Hospital Red Lion Rd Surbiton KT6 7QU Employer's website https://www.swlstg.nhs.uk/ (Opens in a new tab)