Employee Relations Helpdesk Manager

Employee Relations Helpdesk Manager
Burton on Trent (hybrid 50/50)

Join us at Greene King the country's leading pub company and brewer, where our mission is to pour happiness into lives and become the pride of great British hospitality. We have something special, deeply rooted in our 220-year brewing and pub history, creating the business we are proudly known for today. Still today our 39,000 strong team are the guardians of what’s wholly British, the pub experience.

We are looking for an Employee Relations Helpdesk Manager to lead our People Experience Team, providing timely, accurate and colleague-focused support across the employee relations lifecycle. You'll be responsible for ensuring a multi-channel service that supports colleagues and managers, whilst protecting the business through consistent and compliant ER practices.

In your role as Employee Relations Helpdesk Manager you will:

• Lead daily service delivery across calls, cases and digital channels, ensuring timely resolution of colleague and manager queries.
• Own service standards, case allocation and escalation processes, driving accountability and high-quality outcomes.
• Manage operational performance through regular stand-ups, performance reviews and proactive risk management.
• Forecast demand using service data, contact volumes, case complexity and workload trends.
• Monitor workflow and resource allocation in real time, making adjustments to protect service levels and reduce backlog.
• Produce and analyse performance reporting, identifying trends, risks and opportunities for improvement.
• Track and improve key service measures including response times, first-contact resolution, case quality and colleague satisfaction.
• Lead continuous improvement initiatives to reduce repeat contact, improve efficiency and enhance colleague experience.
• Lead, coach and develop Team Leaders, promoting a culture of accountability, engagement and high performance.
• Embed robust quality assurance, coaching and knowledge management practices across the team.
• Ensure helpdesk guidance and knowledge articles remain accurate, approved and up to date.
• Maintain confidentiality, data protection standards and appropriate governance controls.
• Build strong relationships with People Operations, People Experience Partners, Data & Reporting teams and wider business stakeholders.

What you'll bring

• Experience managing a contact centre, helpdesk or shared services operation across telephone and digital channels.
• Proven people leadership experience including coaching, performance management and team development.
• Strong workforce planning capability, including forecasting, rota management and resource deployment.
• Experience managing operational performance metrics, service quality and escalations.
• Ability to analyse data, develop reporting requirements and translate insight into operational improvements.
• Experience driving process improvement and change initiatives across multiple stakeholder groups.
• Confidence using telephony systems, case management platforms, reporting tools and Microsoft 365.
• HR Shared Services or People Operations experience would be advantageous.
• Relevant operational management qualifications are desirable, although equivalent experience is equally valued.

You’ll receive a competitive salary, pension contribution as well as:

• The chance to further your career across our well-known brands and with our award-winning apprenticeship programmes.
• A 33% discount for you and 15% discount for your loved ones on all of our brands.
• Free employee assistance program available for you and your family.
• A 50% discount for you and 25% discount for your loved ones at our Greene King Inns and hotels.
• Refer a Friend scheme offering up to £1,500 for successful referrals.
• Wagestream giving you access to your wages before payday.
• Retail discounts with many high street brands