Here at Iceland we’re different. We care. We’re not a dull stuffy corporate. We’re one big team. A diverse group of people who get stuck in and work together. We have a fantastic opportunity for a Senior HR Case Manager to join our field-based HR Team.
The aim of the Senior HR Case Manager role is to support remote management of a professional, proactive, expert telephone and written HR advisory service at all levels across the business. To support the provision of day to day HR case management of serious / complex employment issues whilst at all times considering the commercial constraints of the business and the legal framework with a view to delivering the best outcomes for both the business and the colleague.
As Senior HR Case Manager (with a bias of strong ER case work) you will report into the myHR Adviceline Manager. You will lead the remote management of circa 9 HR Case Managers based throughout the UK providing expert knowledge and advice whilst instilling best practice and consistency. You and your team will on average manage a portfolio of around 10-15 cases each including conduct, capability, grievances, formal hearings and highly complex employment law issues.
Day to day activities:
- Act as a fully participating member of the HR team supporting HR and liaising and developing effective working relationships with wider stakeholders
- Work autonomously, using own initiative, maintaining regular communication with both direct team, HR Operations Team Leader and myHR Adviceine Manager
- Work collaboratively with your Head Office based HR Case Managers colleagues to ensure consistency of approach
- Serve as a coach and escalation point for HR Case Managers, seeking guidance from myHR Adviceline Manager and / or Employee Relations when required
- Provide a commercial, efficient, professional and customer focused Employee Relations service to your stakeholders
- Assess and communicate any risks and/or costs to the business in relations to Employee Relations issues
- Effective and efficient case management of your team’s and your own workload, ensuring cases are managed proactively and case notes are accurate and capture associated risk to the business.
- Continuous review of quality across the team in all aspects of work undertaken
- Manage the development of the team both individually and as a team working cohesively together and aligned to the Head Office based HR Case Managers
- Occasional on site complex case support and delivery of ER training
- Take every opportunity to coach managers in aspects of people management including communication, robust decision making, fairness and consistency and application
- To ensure good employment practice through the provision of clear advice and guidance in line with Iceland’s HR policies, procedures and guidelines
- Reviewing and preparing (where appropriate) letters/ documents in readiness for and after formal hearings and providing feedback to Managers where required
- In the absence of myHR Adviceline Team Leader, ensure all SLA’s are met
- Ensure all case management details are recorded accurately on the Case Management System and that cases are managed pro-actively and driven through to conclusion and ensuring personnel database reflects accurately for both own cases and those of team
- Lead on change management initiatives, organisational / departmental re-structures / job role design / outsourcing / TUPE transfers / redundancy situations
- Working with myHR Adviceline Manager to identify trends or areas of concern and explore solutions
- Demonstrate strong customer service skills understanding the needs of our managers and deal with conflict in a prompt, calm and constructive manner
- Demonstrates a flexible attitude and taking responsibility for personal development.
- Build and develop relationships with key stakeholders across the business to understand business need, working collaboratively across HR to improve customer experience across the end to end process
Skills required:
- Highly competent in Employment Law with the ability to handle complex and detailed issues which are escalated to you
- Proven track record of managing a range of complex HR cases, working to tight deadlines, juggling multiple priorities and cases, managing time effectively
- Experience of answering and actioning diverse queries relating to HR policies/guidance/process, using a wide range of information sources
- Experience of working in a HR environment handling multi-channel communication and coping with high volume
- Ability to identify deficiencies in information sources and take proactive measures to improve and enhance clarity and accuracy for the service as a whole
- Ability to assess potential problems and make sound judgements
- Confident communicator (written and verbal) and strong influencer with ability to adapt and flex to reflect audience
- Ability to quickly develop rapport and forge relationships with stakeholders, winning trust and building confidence
- Team focused with the ability to multitask and support your colleagues
- Ability to work well under pressure whilst maintaining a sense of humour
- Ability to drive best practice and ensure compliance with all company procedures, policies and employment legislations
Qualifications required:
- Proven track record of managing a range of complex HR cases
- Demonstrable, comprehensive up to date working knowledge of UK employment law and legislation and its’ implications for employers
- Confident communication with people at all levels, with a style that is clear, engaging, coaching and collaborative whilst at times of challenge can hold your own
- Demonstrate strong partnership working with a variety of stakeholders
- Ideally CIPD qualified (Level 7)
- Experience of applying a commercial and pragmatic approach to providing HR risk based solutions to difficult issues that arise within challenging situations
- Ability to work flexibly in an agile way in order to meet deadlines and respond positively and constructively to feedback
- Can evidence building capability within a coaching framework
- Full UK Driving licence
Make a difference to your career at Iceland, we expect a lot but you’ll get a lot back in return. We will help you grow and develop your career and give you the freedom to show that you really care. Our standard benefits package includes:
- A very competitive salary with an excellent benefits package,
- 25 days holiday, plus 8 days bank holiday,
- 10% store discount, 30% club individual restaurant discount,
- Free parking onsite,
- Double discount weeks,
- Highly subsidised restaurant onsite with our own Michelin Star Chef!
- Subsidised Costa onsite,
- Discounted gym membership,
- Charity fundraising events,
- Educational sponsorship,
- Enhanced maternity/paternity leave,
- Long service awards,
- Reward & recognition,
- Online discounts at over 150 retailers and cashback on shopping, holidays, insurance and more!
Be Proud. Be brave. Be everything that makes us different. Be Iceland.