ER Case Specialist

In this role, you would be a part of the People & HR Services – People Relations function. This is an exciting opportunity for a highly experienced People Relations Case Specialist to join us during a pivotal period of transformation within People & HR Services at BT Group.

As a subject matter expert in Employee Relations (ER) cases, you will provide comprehensive case management support and guidance on highly complex and high-risk ER matters, working closely with Business Leaders. Additionally, you will leverage your extensive ER experience to drive improvements in processes, policies, and products, upskilling managers and enhancing the colleague experience for all UK employees across BT Group.

What You'll Be Doing

• You will operate in a reactive (individual case) and proactive manner (Subject Matter Expert looking at insights, prevention and intervention).
• You’ll be responsible for providing full case management expertise on individual cases of a highly complex and high-risk nature that require deep ER expert case management.
• You’ll also be responsible for delivering SME specialism that is insights led, identifying root cause resolutions and continuous improvement activity using data to identify trends, themes, learnings and intervention.
• You’ll be self-sufficient and manage a designated case load in partnership with Senior Business Leaders.
• Ensure wellbeing, Inclusion and safe speed of resolution is enshrined in your delivery, impact assessing the colleague experience throughout the full case journey and putting in place intervention to ensure support and mitigate risk.
• Provide accurate & timely advice taking into account business and commercial requirements on all aspects of employment law and BT policy and procedures.
• Be an SME specialist looking across your designated Specialist Hub identifying trends, themes and improvement intervention (prevention).
• Use escalation channels to flag issues in accordance with Standard Operating Procedures.
• Ensure all services and processes are delivered in accordance with agreed policies, procedures and within our Service Level Agreements.
• Ensure all activities are accurately logged & updated on the relevant case management.

The Skills and Experience You'll Need

• Expert ER Skills, as you’ll be operating as a trusted Partner to CFU P&C and Senior Leaders providing strategic case management support.
• A proven ability to problem solve, and confidence making your own conclusions, that are both informed and beneficial to colleagues and the organisation.
• Data analysis experience, with an ability to evaluate employee data to identify trends and areas for improvement.
• Excellent communication skills with experience of stakeholder management. You’ll need to have the ability to question and have difficult conversations with Leaders of all levels and arrive at mutually agreeable outcomes.
• Negotiation skills, part of your role will be finding mutually beneficial solutions during disputes or complicated discussions.
• An understanding of employment law (ACAS Code of Practice and other regulations) and ability to apply this where relevant and required.

Benefits

• Up to a 10% on-target bonus.
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%.
• 25 days annual leave (not including bank holidays), increasing with service.
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan.
• World-class training and development opportunities.
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages.
• Access to 100’s of retail discounts including the BT shop.
• 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
• Great support for working parents including pay whilst on maternity, adoptive, and paternity leave.
• Brand new electric vehicle salary sacrifice arrangement.