HR Support Desk Team Leader

An exciting opportunity has arisen within the HR Group at HM Land Registry (HMLR) for a HR Support Desk Team Leader. If you have experience of leading, managing or supervising colleagues/teams and are passionate about delivering an exceptional support service, we would love to hear from you.

 

The HR Support Desk is responsible for providing advice and support to line managers and staff on a wide range of HR and payroll issues, including those provided by third parties. You will work closely with the second HR Support Desk Team Leader requiring an effective working relationship sharing knowledge and expertise and providing cover, as necessary.

You will co-manage a team of up to 16 HR Advisers and HR Administrators and will need to gain the respect and confidence of staff and managers. The successful candidate will have direct line management for 8 direct reports.

In this fast-paced role, you will: 

• Provide operational support at all levels on HR queries including employee relations’ and pay issues.
• Provide advice and guidance to the HR Advisers, ensuring that appropriate escalation processes are followed.
• Promote a customer service culture, acting on customer feedback to promote an environment of continuous improvement and manage escalations and complaints.
• Review and monitor the quality of the HR Support Desk service against agreed service levels, proving feedback and coaching when necessary to meet specified levels.
• Work with third-party providers (for example, HMLR’s external managed services payroll provider and MyCSP) to ensure quality of service.

The postholder must be located in Nottingham due to the location of the team.

Person specification

You will have experience of advising staff of all grades on a range of HR policy and procedures, whilst working to and delivering against service level agreements. With a strong customer service focus, you will be proactive in driving continuous improvements and creating efficiencies. As a confident decision maker, you will take a firm and fair approach to line management responsibilities using people policy and procedures effectively. Your leadership and coaching skills will enable you to inspire, encourage and influence teams. 

You will be skilled in managing and developing team performance to deliver an effective and efficient customer focused service. With the ability to develop and produce qualitative and quantitative performance data, you will identify key areas for action and involve others to develop solutions. Strong verbal and written communication skills are essential. 

We offer flexible working hours, but you will be required to work on a rota basis with the second team leader, covering the hours: 8:00am – 4:30pm Monday to Friday. The minimum number of hours if not full-time are 30 hours/5 days per week.

HMLR believe that a blended approach to where you work that enables some time working from home, as well as in the office may give you an improved experience and has clear business benefits. We expect everyone to spend at least 60% of their working time in the office. Beyond this expectation, there is no one size fits all approach (and we can spend up to 100% working in the office if we prefer).