People Help Desk Team Leader

As the Helpdesk Team Leader you'll have a mixture of being hands on, by supporting first line queries and answering escalations, leading the team of People Assistant's, checking in on the end-to-end employee experience of the helpdesk as well as providing important People data points to help measure our overall employee satisfaction, so we can improve the experience overall., * Lead the team of People Assistants.Track agreed KPI's in resolution and develop Helpdesk team members as required.

• Be hands on and active answering queries on the Helpdesk as 1st line support and the escalation channel.
• Ensure that all information to team members from the Helpdesk is timely, correct and has a 100% first time resolution rate.
• Conduct quality audits as required on the People Assistants to ensure they are delivering a gold standard service.
• Ensure employee files are regularly audited and managed appropriately, including adherence to GDPR guidelines on quality, sharing and retention of data, as well as relevant Right to Work documentation and DBS checks.
• Collaborate with key stakeholders, such as Payroll, IT and Facilities to support the onboarding and offboarding experience of employees in settings and NSC.
• Collaborate with Payroll, supporting monthly pay cycles with relevant data such as absence, maternity, contract changes.
• Provide regular reporting on helpdesk stats as well as people related data to help shape insights.
• Implement new policies/processes/projects into the day to day People operation ensuring that Helpdesk processes, policies and all employee facing collateral are current.
• Advise and collaborate with People Assistants and leaders in day to day employee queries and relations such as absence management, disciplinary/grievance, adhering to policies etc.

What Success Looks Like

• Response Time and Resolution Rate: The Helpdesk 'Team Leader's success will be measured by the team's ability to respond promptly to employee inquiries and achieve a high resolution rate within defined service level agreements (SLAs).
• Customer Satisfaction Score (CSAT): Regularly assess employee satisfaction through CSAT surveys and gathering employee feedback, with the goal of maintaining a high score indicative of exceptional service..
• Team Performance: Evaluate the Helpdesk team's performance based on key performance indicators (KPIs) such as ticket volume, response time, and first-call resolution rate.
• Compliance Adherence: Ensure that the Helpdesk team operates in full compliance with company policies and relevant employment laws, minimising any compliance-related issues.

• Relevant HR experience of the generic employee lifecycle including relevant policies, practices and regulations
• Experience in an employee facing role representing the company values and People team culture
• Previous use of HRIS systems/ticketing systems would be advantageous, i.e. Freshdesk, Dayforce, Zinc
• Good standard of education to GCSE level (or equivalent) or above including English and Maths
• Willingness to undertake further training to meet evolving needs of the role as legislation changes.
• Intermediate to advanced Microsoft Word, Excel, PowerPoint, Outlook, CRM, SharePoint, Teams and other relevant electronic digital portal proficiency.
• Is structured, organised, flexible and adaptable in the approach.
• Preferably CIPD qualified or similar;
• Instils confidence and resilience in others and is enthusiastic, pragmatic and motivating.
• Confident and approachable / assertive as required and displays good self-awareness.
• Excellent communication, interpersonal, negotiation, analytical, conceptual thinking, problem solving, planning and execution skills.
• A hand's on ';can do' and ';will do' approach to all activities undertaken.
• Is able to manage own time and workload, juggling conflicting priorities, working effectively under pressure in a fast-paced environment.
• Are passionate about treating people fairly and respectfully, in line with the desired organisational culture and its values.

Become a Partou team member and join a supportive, caring community where you can enjoy a fulfilling and rewarding career. With access to world-class childcare research, resources, and expertise, we help you develop skills, and empower you to create a positive impact on the development of the next generation, as they lead us into a better future.

Partou UK is one of the UK's largest and fastest-growing childcare providers, formed through the acquisition of Just Childcare in June 2021 and All About Children in September 2022. Since then, the organisation has continued to grow with clear intent - balancing expansion with a deep commitment to the wellbeing, development and experience of children, families and teams. Our approach to growth is thoughtful and people centred. We recognise that behind every nursery are dedicated teams, trusted relationships with families and unique local communities. As we expand, we invest significantly in high-quality early years practice, professional development and reflective ways of working that support continuous improvement and shared learning across the organisation., Partou is proud be a part of the National Partnership in Early Learning and Childcare (NPELC) - a group of 10 of the largest childcare providers across England. Together, we operate over 1,300 childcare settings, employ more than 38,000 people, and take care of over 160,000 children. INDHP