At a Glance
- Tasks: Lead a dynamic team to deliver top-notch People Services and enhance customer satisfaction.
- Company: Join Riverside, a forward-thinking employer committed to diversity and inclusion.
- Benefits: Enjoy competitive pay, generous holidays, flexible working, and personal development opportunities.
- Other info: Embrace a culture of continuous improvement and career growth.
- Why this job: Make a real impact in a supportive environment while driving service excellence.
- Qualifications: Experience in leading teams, HR knowledge, and strong communication skills required.
The predicted salary is between 43460 - 48024 £ per year.
Contract Type: Permanent
Salary: £43,460 (£48,024 after 12 months successful performance)
Working Hours: 35 hours per week, full time
Working Pattern: Monday to Friday, Hybrid
Location: Liverpool, Speke
The Role
To lead and develop an operational People Services team in delivering high‑quality transactional services and first‑line advice across the employee lifecycle, ensuring a consistent, efficient, and customer‑focused “once and done” resolution to queries. The role is responsible for driving service excellence through digital platforms, enhancing self‑service capability, and maintaining high levels of customer satisfaction through an engaged and high‑performing team.
About You / Key Requirements
- Demonstrable experience of leading, coaching, and developing high‑performing operational teams within a shared services or People Services environment.
- CIPD qualified or working towards level 5 or above.
- Excellent planning and organisational skills, with the ability to deliver operational outcomes within a defined resource pool.
- Resilient and tenacious, with the ability to lead through change and drive behavioural and cultural improvements.
- Sound understanding of data integrity and data quality principles, with a focus on accuracy and compliance.
- Comprehensive knowledge of HR legislation, regulations, and best practice across the full employee lifecycle.
- Proven experience in delivering process and system improvements within a People Services or HR environment.
- Proactive and solutions‑focused, with the ability to use initiative to resolve issues and recommend improvements.
- Commercially aware, with a strong focus on continuous improvement and delivering value to the organisation.
- Proficient in the use of HCM systems and Microsoft Office applications.
- Excellent written and verbal communication skills, with the ability to convey information clearly and effectively to a range of audiences.
Desirable
- Familiarity with case management systems and service management frameworks e.g. Oracle Fusion.
- Experience of working in a fast‑paced, high‑volume operational environment.
- Coaching or mentoring qualification (or equivalent experience) to support team development.
- Knowledge and experience of workforce planning and resource optimisation techniques.
- Exposure to project / process management methodologies (e.g., PRINCE2, Agile, lean) or involvement in project delivery.
- Understanding of social housing sector and the challenges it faces.
- Evidence of continued professional development.
Benefits
- Competitive pay and generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role they will be guaranteed an interview. This role also falls under an Ethnic Diversity guaranteed interview scheme. If the applicant is ethnically diverse and meets the minimum criteria they will be guaranteed an interview.
We are inclusive. Riverside values diversity in all its forms, fostering a workplace where all individuals are respected, empowered, and heard.
Service Delivery Manager in Liverpool employer: Riverside
Riverside is an exceptional employer located in Liverpool, Speke, offering a supportive and inclusive work culture that prioritises employee development and well-being. With competitive pay, generous holiday allowances, and flexible working options, we empower our team to thrive while delivering high-quality services. Our commitment to diversity and continuous improvement ensures that every employee has the opportunity to grow and contribute meaningfully within a dynamic environment.
