Role Purpose
To support the delivery of a high-quality, centralised HR service by providing effective and consistent HR advisory and administrative support across the business.
Working within a shared services model, the role will partner with HR Business Partners, Centres of Excellence (e.g. Recruitment, L&D, Systems), and offshore teams to ensure timely, compliant, and customer-focused HR support is delivered.
The role will be responsible for managing a range of employee relations casework and responding to day-to-day HR queries, ensuring alignment with company policy, employment legislation, and agreed service standards.
Key Accountabilities
- Provide consistent, commercially focused HR advice and guidance to managers on a broad range of people matters via a centralised service model
- Deliver end-to-end employee relations case management (with HRBP escalation as required), ensuring a fair, proportionate, and legally compliant approach
- Act as a key point of contact for HR queries, triaging and resolving queries in line with agreed service levels and escalation routes
- Work collaboratively with offshore HR support and Centres of Excellence (e.g. Recruitment, L&D, Systems) to ensure effective resolution of queries and seamless employee lifecycle delivery
- Support the administration and coordination of employee relations processes, including absence, family leave, disciplinary, grievance, and ad hoc documentation
- Maintain and audit employee data within HR systems (e.g. Workday), ensuring accuracy, data integrity, and compliance with internal controls
- Support managers with HR systems queries and promote effective use of self-service tools
- Identify opportunities to improve processes, enhance service delivery, and drive efficiencies within the shared services model
- Contribute to HR projects and continuous improvement initiatives aligned to the wider people strategy
- Build strong working relationships with stakeholders across the business, ensuring a responsive and customer-focused HR service
- Keep up to date with employment law, HR best practice, and internal policy changes to ensure advice remains accurate and current
Role Specific Experience & Skills
- Proven HR generalist experience, including hands-on employee relations case management
- Experience operating within a shared services and/or centre of excellence model is highly desirable
- Experience of working in a fast-paced, customer-focused environment
- Strong administrative and organisational capability, with a high level of accuracy and attention to detail
- Experience using HR systems (e.g. Workday) and managing employee data
- Ability to manage multiple priorities in a structured and efficient way
- Strong stakeholder management skills, with the ability to influence and build credibility remotely
Personal Attributes
- Strong customer focus with a service-led mindset
- Clear and professional communicator, able to tailor approach to different audiences
- Able to work independently within defined frameworks and escalate appropriately
- Pragmatic, solutions-focused approach to problem-solving
- Resilient, with the ability to manage a varied and high-volume workload
- Collaborative team player, able to work across functions and geographies
- Proactive in identifying improvements and driving efficiencies
