HR Business Partner

Who are we? First Customer Contact sits at the heart of FirstGroup’s commitment to delivering outstanding customer experiences. As an established, multi‑brand contact centre, we support millions of passengers across First Rail’s operations, including Great Western Railway, Avanti West Coast, Hull Trains and Lumo. Our teams play a vital role in helping customers travel with confidence across intercity, commuter, regional and sleeper services. We use industry‑leading systems and a continually evolving service model to ensure every customer receives timely, accurate and empathetic support. From compensation and complaints handling to group travel, assisted travel services, retail sales, fraud prevention and quality assurance, our specialist teams manage a wide range of customer needs with professionalism and care. As part of FirstGroup, one of the UK’s leading rail operators and one of the country’s biggest transport employers, First Customer Contact contributes to a wider mission: making travel simpler, more reliable and more sustainable.

About the Job As a HR Business Partner, you will act as a trusted advisor to leaders and employees, providing strategic and operational support across the full spectrum of people‑related matters. You will take the lead in triaging and managing employee relations cases, serving as the central point of contact for issues involving bullying, harassment, discrimination, conduct, and other complex ER matters. Through expert guidance and sound judgement, you will help leaders navigate risk, ensure compliance, and promote fair and consistent outcomes. Working collaboratively with stakeholders across the business, you will play a key role in fostering a positive, inclusive, and high‑performing workplace culture that aligns with FCC’s values and legal obligations. Your partnership will support leaders in building capability, strengthening team dynamics, and driving employee engagement.

Your main responsibilities will be:

• Provide strategic, solutions‑focused ER advice to leaders on performance, conduct, absence, grievances, and complex casework.
• Oversee and guide ER case management (disciplinary, grievance, capability, absence), ensuring high‑quality documentation, fairness, consistency, and GDPR‑compliant record keeping.
• Apply strong employment law expertise to casework, policy development, and leadership advice, keeping up to date with legal changes to ensure compliance.
• Champion ER governance and cultural alignment, ensuring policies, decisions, and leadership behaviours support a positive, inclusive, and high‑performance culture.
• Support organisational change initiatives, providing ER expertise to projects, restructures, and transformation activity.
• Oversee key employee lifecycle processes, ensuring accuracy, compliance, and a seamless employee experience.
• Analyse people data and ER trends to identify risks, hotspots, and opportunities for improvement, partnering with leaders to drive proactive cultural and operational change.
• Lead and support organisational change activity, including end‑to‑end TUPE processes, consultation planning, and smooth transitions for employees and stakeholders.
• Support cyclical people processes, including annual pay review and reward initiatives, ensuring fairness, consistency, and data‑driven decision‑making.

As a minimum you will need:

• Significant experience (3+ years) in a generalist HR or HR Business Partner role, with strong exposure to complex ER casework.
• Deep knowledge of employment law and the confidence to apply it pragmatically in a fast‑paced environment.
• Strong analytical skills, with the ability to interpret people data and translate insights into meaningful action.
• Proven experience conducting HR audits, including reviewing policies, procedures, employee files, and compliance practices to identify risks, ensure regulatory alignment, and recommend actionable improvements.
• Excellent communication, negotiation, and influencing skills, with the ability to build trust quickly.
• A proactive, solutions‑driven mindset and the ability to balance commercial needs with people‑focused outcomes.
• High levels of organisation, accuracy, and resilience when managing competing priorities.
• Strong digital literacy, including HRIS systems (Workday experience advantageous) and Microsoft 365.
• A commitment to confidentiality, professionalism, and GDPR‑compliant data handling.
• CIPD Level 5 or Level 7 is advantageous.

About the location Sheffield city centre. Ten minutes’ walk from Sheffield Station. Travel to other UK locations as appropriate.

We believe great work deserves great rewards. That’s why we offer a comprehensive benefits package designed to support your lifestyle, well‑being, and future:

• Competitive Pay - We offer a salary that reflects your skills, experience, and the valuable contribution you’ll make to our team.
• Free Bus Travel – Complimentary travel on FirstGroup buses for you after 1 month of service.
• Discounted Train Travel – Enjoy all day travel for you and your family for as little as £6 across Avanti West Coast, Great Western Railway, Hull Trains and Lumo after 6 months of service.
• Generous Holiday Allowance – 25 days of annual leave plus public holidays (pro rata).
• Pension Scheme – Contributory pension plan with the opportunity to invest in discounted FirstGroup shares through a SAYE scheme.
• First Xclusives Discount Scheme – Unlock over 3,000 deals on high‑street brands, cinema tickets, flights, holidays, and more.
• 24/7 Employee Assistance Programme - Confidential support whenever you need it, because your wellbeing matters.