Customer Relation Manager

Role summary We are passionate about providing the best employment experiences for people at work at all touchpoints of the employee life cycle. We are committed to delivering the best employee experience to our People, connecting everyone, and nurturing high engagement!

The People Relations Specialist guides our People Relations team in promoting a positive work environment, resolving employee issues, and supporting our commitment to a culture of respect and inclusion.

We are seeking a knowledgeable and experienced People Relations Specialist to oversee and guide a team of specialists in managing employee relations across multiple markets. This role requires a deep understanding of UK employment law (essential) and knowledge of
employment practices in key international markets, such as China, USA, Ireland, France, and Germany (highly desirable). You will be responsible for leading the team, managing complex cases, and ensuring that all practices align with legal and organisational standards.
Our ideal candidate should be a strong communicator that is keen to take ownership of People Relations activities with a passion for learning, delivering results and making a positive impact.

Qualifications, Experience & Skills
• BA/BSc degree, or work experience equivalent, in human resources, psychology,
business, change management or other relevant field.
• CIPD Qualification (Level 5 or higher preferred) or equivalent experience.
• Experience of having worked in employee relations, at business partner level, similar or above, minmum of 2 years experience.
• Extensive knowledge and experience in UK employment law (essential).
• Familiarity with employment laws in China, USA, Ireland, France, Germany, or other European markets (highly desirable).
• Significant experience in managing complex employee relations cases, ideally within a multinational or multi-site organization.
• Strong leadership and coaching skills, with proven experience managing a team.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to work effectively in a multi-jurisdictional environment, balancing legal requirements and cultural differences.
• Strong analytical and problem-solving abilities, with the capacity to influence senior stakeholders.
• Proficiency in HR information systems, ideally Success Factors, and case management software.

Attributes
• Demonstrates high integrity and professionalism at all times.
• Positive and enthusiastic, “can do” attitude.
• Solutions focused.
• Structured, organised and methodical work style.
• Team player, supportive and helpful to others.
• Self-starter, able to pick up tasks and deliver outcomes.
• Evidence of learning new skills, curiosity and self-development.
• Excellent tech skills.

The ideal candidate should have the ability to counsel, negotiate and advise others in a specialist/technical area of expertise. They should be able to create and maintain goodwill and take a thorough, systematic and logical approach to situations. The ability to communicate and the persistence to see a job through to conclusion are important aspects of the function. The person fulfilling the role should be confident, enthusiastic, approachable, accommodating and unassuming.

*Please note, this role is based onsite at our London offices 4 days per week, with 1 day per week working from home. Travel to other CMS sites in the UK, Ireland and potentially Internationally will be required.*