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Job description

Lead and manage a team providing HR casework support, tackling issues such as performance management, discipline and grievance, and absence management. Oversee the development and delivery of mediation services to facilitate workplace conflict resolution. Please see employer website for full job details & person specification.

Responsibilities

• Lead and manage a team providing HR casework support, tackling issues such as performance management, discipline and grievance, and absence management
• Oversee the development and delivery of mediation services to facilitate workplace conflict resolution
• Drive continuous improvement initiatives to enhance service quality, exceed performance metrics, and promote operational excellence. Oversee the delivery of a key operational changes in the way EAS interact with customers by shifting contact channels
• Advise the most senior stakeholders on how to effectively handle sensitive, contentious HR scenarios
• Identify systemic workforce issues arising from casework and escalate concerns to shape HR/organisational policy appropriately
• Display strong leadership qualities to motivate and develop staff in a high-performing team environment
• Ensure effective working with partners in casework resolution including Decision Managers, Internal Investigation colleagues and legal advisers
• Lead the effective integration of EAS with the business partner function
• Operating as a vital member of the leadership team for the HR Business Partner function, contributing strategic insights and operational expertise

Skills and Qualifications

Essential Skills

• Extensive experience of leading and building the performance and capability of an HR service function, particularly in providing casework support
• Experience of resolution of complex, sensitive and high-profile HR casework
• A visible and collaborative leader with experience of leading large, geographically disparate teams, building capability and diversity
• Evidence of an ability to build and maintain relationships with senior leaders in a large, complex organisation, quickly establishing credibility, building trust, providing challenge and able to create strategic level relationships
• Demonstrable experience of using data and insight to drive performance and prioritise action
• Should be qualified to Fellowship CIPD or willing to work towards it

Further Information

The Expert Advice Services function has recently moved within CPO to join the HR business partnering function. Expert Advice Service is made up of around 97 HR professionals who provide help and support to HMRC employees with any workplace concerns and to managers regarding complex people issues, through the Mediation and Resolution Support Service and the Casework Support Service. MRSS was established in July 2020. The service was introduced in response to Respect at Work findings and is available to everyone who works in HMRC, regardless of role or grade. It aims to help employees resolve workplace issues and concerns informally without the need for difficult and lengthy investigations. CSS was also introduced in 2020 in response to Respect at Work findings. It aims to provide professional, expert HR advice and support in respect of a range of complex, workplace issues.