ER Case Specialist

This is an exciting opportunity for a highly experienced ER Case Specialist to join us during a pivotal period of transformation within HR Services at BT Group. Based in Birmingham, Manchester, or London, you will act as a subject matter expert across the full spectrum of Employee Relations cases. In this role, you’ll either provide full case management support and expert guidance on highly complex ER matters, working closely with business leaders, or leverage your extensive ER expertise to drive improvements in processes, policies, and products. Your efforts will focus on upskilling managers and enhancing the colleague experience for all UK-based colleagues at BT Group. You will play a critical role in driving and sustaining operational excellence as we expand and deliver a broader range of services. At the same time, you’ll ensure that BT Group is safeguarded against legal, financial, or reputational risks in how we support our people. This role provides a unique opportunity to make a significant impact within a high-profile function during a time of meaningful transformation.

As an ER Case Specialist, you will provide full case management expertise to line managers, offering guidance on highly complex employee relations matters in alignment with BT Policy and relevant employment legislation. In this role, you will be accountable for managing relationships with a designated client group or working within a specialist area. Your responsibilities will encompass the full range of ER cases, including early resolution, conflict, misconduct, health and wellbeing, capability, reorganisation, and ACAS/Employment Tribunal cases. Be self-sufficient and handle a designated caseload, focusing primarily on highly complex cases in partnership with Business Leaders. Ensure the wellbeing, inclusion, and safe resolution of cases, assessing the colleague experience throughout the journey and implementing interventions to provide support and mitigate risks. Provide timely and accurate advice on all aspects of employment law, BT policies, and procedures, while considering business and commercial needs. Deliver services and processes in accordance with agreed policies, procedures, and Service Level Agreements. Accurately log and update all activities on the relevant case management systems to ensure transparency and record-keeping. Maintain strong working relationships within the ER team, HR Shared Services, CFU HR, Legal, Ethics, Corporate Investigations, and the wider business to support priorities and goals effectively. Act as a point of escalation for less experienced ER and HR colleagues, offering guidance and coaching where required. Design and deliver training programs and lead ad hoc ER projects, including improvements to processes, policies, or products. Keep up to date with BT Group’s business strategy, people metrics, employment law, and Employment Tribunal case findings. Leverage this knowledge to guide people managers in a dynamic environment. Be curious and proactive in providing insights to enhance policies, processes, and products.

The skills you’ll need:

• Proven expertise in full case management of highly complex Employee Relations matters, including investigations, grievances, disciplinary actions, and redundancy.
• Extensive knowledge of employment law, ACAS codes, and experience managing cases end-to-end with a strategic and risk-assessment focus.
• Demonstrated success in high-volume, fast-paced environments, meeting SLA expectations and delivering impactful outcomes.
• Skilled in leveraging data for broader insights into cases, driving informed decision-making and resolutions.
• Experienced in delivering ER-related training across all levels, including senior leaders, to upskill and build organisational capability.
• Track record of driving continuous improvement by challenging the status quo and developing new processes and policies.
• Strong collaboration, influencing, and communication skills, with the ability to build and maintain effective stakeholder relationships.
• Proficient in using case management systems and advanced IT tools, including Excel, Word, and PowerPoint.
• Holds or is working towards Level 5 CIPD certification, with relevant experience in ER, unions, and Employment Tribunals.
• Exceptional written and verbal communication, actively listening to others and effectively engaging with stakeholders at all levels.

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• 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, known as ‘My EV’

BT is part of BT Group, along with EE, Openreach, and Plusnet. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’ We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development. This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch. We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us. Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We’re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.