People Operations Team Leader – Post Office Jobs

Website Post Office Ltd

Job Description:

To lead a team of c.4 Customer Service Co-ordinators who process Requests for Information (RFI) and Requests for Change (RFC) from employees at Post Office Limited. This role deputizes for the Transactional Services Manager and has specific responsibilities for ensuring that the work carried out across the full transactional services team results in excellent customer experiences, fulfilment of SLAs, productivity, compliance and quality standards.

Job Responsibilities:

  • Leads a team to deliver the effective resolution or escalation of first line people queries, issues or complaints to give effective customer service, to all levels of management up to GE, and the achievement of relevant SLAs and KPIs
  • Responsible for the data analytics of the cases on an on-going basis including the analysis and summarizing of data, e.g. recognizing and analysis of trends, offering solutions to ensure continuous development and that the wider People Team / organization is informed, where appropriate
  • Leads a team responsible for the day to day administration of the employee life cycle, including the administration of recruitment, on-boarding, issuing of all contracts of employment and ensuring they are compliant.
  • Responsible for the day to day management of the case management/e-mail system used within the PSSC, ensuring that cases are triaged accordingly and that no case is left unprocessed
  • Responsible for the effective resource planning to maximize the potential & productivity of our resources including system & people to deliver the first line service
  • Ensures an operational understanding of all processes administered by the team and ability to design, document and roll out (via training) new processes to the team
  • Responsible for the regular review of the performance of team members, in line with the Post Office policies and procedures, including objective setting, being effectively able to identify training needs, and leading on the planning and co-ordination of training and development sessions
  • Coaches, supports and takes positive action on team & individual performance against the relevant SLAs
  • Responsible for monitoring and improving case handling to ensure efficient communication and quality standards

Job Requirements:

  • Effective crisis management experience is also desirable
  • A number of years experience gained either as a journalist or public affairs specialist in a Corporate Affairs and or
  • Communications setting, e.g. in-house, consultancy, Government Department

Qualification & Experience:

  • Likely to be educated to degree level but attitude more important than academic credentials

Job Details:

Company: Post Office Ltd

Vacancy Type: Full Time

Job Location: Leeds, England, UK

Application Deadline: N/A

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