Employee Relations Case Manager Lead - Salford, Greater Manchester

Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves.

Step into a dynamic leadership role at M&S, where you’ll empower a team of Case Managers to deliver a best-in-class case management service for our line managers. You’ll balance the needs of both our business and colleagues, ensuring we meet our legal obligations while driving excellence across our Line Manager Advisory Service (LMAS) operations. In this role, you’ll own the delivery of our service, ensuring SLAs are met and critical KPIs achieved while continuously seeking opportunities to simplify and improve our processes. Covering line managers and the Business Involvement Group (BIG) across M&S, from stores to support centres, you’ll champion continuous improvement, operational efficiency, and strategic decision-making every day.

To stay close to customers, our support teams are in the office four days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected.

What’s in it for you: Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever-evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us. Here are some of the benefits we offer that make working for M&S just that little bit more special:

• After completing your probationary period, you’ll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
• Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
• A charity volunteer day to support a charity or cause you’re passionate about through a dedicated day away from work.

Your key accountabilities will include:

• Lead and line manage the Case Managers, creating a high-performance culture within the team.
• Drive line management capability across the business through coaching the Case Managers to offer advice & support that balances business and colleague needs and delivers our legal obligations.
• Manage the day-to-day LMAS operation ensuring the resource plan is delivered and drive operational insight ensuring key trends and findings are shared across the team and the wider People function.
• Lead the transformation agenda in LMAS and drive continuous improvement and automation across LMAS ensuring that all opportunities to simplify policies, systems and ways of working are identified and work with key business partners (ER, People Hub, business) to deliver these.
• Act as SME/ lead for key projects impacting LMAS (e.g. Case Management tool) ensuring requirements are clearly defined, impact assessments completed and changes implemented right first time.
• Act as part of the People Hub Operational leadership team supporting the day-to-day operational delivery across the People Hub.
• Lead the communication of operational priorities across the LMAS team.

Your skills and experience will include:

• Strong leadership skills and experience of line management of a large professional team.
• Employment policy and case management expertise and/or strong generalist HR experience.
• Strong customer focus – ability to connect with customers and understand their requirements, good listening skills and an ability to listen & respond to feedback.
• Exceptional coaching skills.
• Influencing – able to make a persuasive case, see things from different perspectives and articulate needs clearly.
• Good communication skills (verbal & written). Ability to inspire and hold the room.

Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen. We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you’d benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.