A fantastic opportunity has arisen in Peckham to manage a CQC service on a Temp/ Temp to Perm basis for 3 months. The organisation is well establish and supports Adults with Learning Disabilities and Mental Health issues. This is a great opportunity for an experienced Manager to help make a real difference to young peoples lives. This is an incredible charity who have great growth opportunities and a fantastic reputation providing quality care for service users. Manager Responsibilities: Providing leadership and guidance to the teams, observe and feedback on practice to improve quality, positive behavioural support and person-centred approaches. Undertake regular supervision meetings with staff & facilitate team meetings. Ensure support plans are current and staff are aware of the review and implementation of individual support plans. Manage performance issues engaging the appropriate informal / formal processes where necessary and with guidance from Service Manager/HR. Manage the staffing resources of the service including rota management and staff budgets To undertake any other reasonable duties as requested. Manager Requirements Experience of supporting people who are vulnerable. NVQ Level 3 in Social Care Management or equivalent. Experience of supervising and motivating staff. Clear written and verbal communication style. IT literate and confident in the use of different IT systems / packages. Willing to undertake required training, sometimes off site and outside normal working hours. Willing and able to travel between locations as required. Available for flexible working patterns. Able to undertake on-call duties on a rota basis. A driver to enable travel between services. Manager benefits Opportunity for overtime and extra pay out of hours. Fantastic opportunities for progression If you are interested in the above position please contact Ella Bryett at Domus Recruitment. As part of our continual pursuit of quality candidates we appreciate and reward candidate recommendations from you if we successfully secure them a position. We will reward you with 300 if you recommend a new candidate to us who is not already registered and we secure them a role for a minimum of 1 month.
May 02, 2026
Seasonal
A fantastic opportunity has arisen in Peckham to manage a CQC service on a Temp/ Temp to Perm basis for 3 months. The organisation is well establish and supports Adults with Learning Disabilities and Mental Health issues. This is a great opportunity for an experienced Manager to help make a real difference to young peoples lives. This is an incredible charity who have great growth opportunities and a fantastic reputation providing quality care for service users. Manager Responsibilities: Providing leadership and guidance to the teams, observe and feedback on practice to improve quality, positive behavioural support and person-centred approaches. Undertake regular supervision meetings with staff & facilitate team meetings. Ensure support plans are current and staff are aware of the review and implementation of individual support plans. Manage performance issues engaging the appropriate informal / formal processes where necessary and with guidance from Service Manager/HR. Manage the staffing resources of the service including rota management and staff budgets To undertake any other reasonable duties as requested. Manager Requirements Experience of supporting people who are vulnerable. NVQ Level 3 in Social Care Management or equivalent. Experience of supervising and motivating staff. Clear written and verbal communication style. IT literate and confident in the use of different IT systems / packages. Willing to undertake required training, sometimes off site and outside normal working hours. Willing and able to travel between locations as required. Available for flexible working patterns. Able to undertake on-call duties on a rota basis. A driver to enable travel between services. Manager benefits Opportunity for overtime and extra pay out of hours. Fantastic opportunities for progression If you are interested in the above position please contact Ella Bryett at Domus Recruitment. As part of our continual pursuit of quality candidates we appreciate and reward candidate recommendations from you if we successfully secure them a position. We will reward you with 300 if you recommend a new candidate to us who is not already registered and we secure them a role for a minimum of 1 month.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: People and Culture Business Partner Location: Preferred: London, UK; Addis Ababa, Ethiopia; Accra, Ghana; or Kampala, Uganda; or any other Right To Play based location (Bujumbura, Burundi; Toronto, Canada; Beirut, Lebanon; Bamako, Mali; Islamabad, Pakistan; Ramallah, Palestinian Territories; Kigali, Rwanda; or Dar es Salaam, Tanzania) (Only candidates who are eligible to work legally without work visa sponsorship in the country will be considered.) Contract Type: Full-time (40 hours per week), long-term engagement Hiring Salary: This is a national position. Please refer to Appendix I for the hiring salary for each country. Target Start Date: As soon as possible Application Closing Date: May 17, :59 EDT This job advert is for an existing vacancy. About Right To Play: For more than 25 years, Right To Play has been protecting, educating, and empowering millions of children each year to rise above adversity through the power of play. We offer programs in 14 countries across Africa, Asia, the Middle East and North America, reaching millions of children each year in some of the most difficult places on earth, helping them to stay in school and learn, overcome prejudice, heal from trauma, and develop the skills they need to thrive. We do this by harnessing play, one of the most fundamental forces in a child's life, to teach children the critical skills they need to dismantle barriers and embrace opportunities, in learning and in life. This work is supported by our two global offices in Toronto, Canada and London, UK; and seven National Offices in North America and Europe. Benefits Highlights: Connect and collaborate with a global team who are passionate about protecting, educating and empowering children and youth using the power of play! Culture premised on our Culture Code (accept everyone, make things happen, display courage, demonstrate care, and be playful) Paid leaves Competitive benefits Learning opportunities and 5 learning and development (L&D) days per year More information on what we offer is available on our website. Application Method: Apply with your resume and cover letter in English via the application link: Right To Play provides equal employment opportunities to employees regardless of their gender, race, religion, age, disability, sexual orientation or marital status. We strongly encourage groups who have been historically disadvantaged with respect to employment to apply for positions at Right To Play. As part of our selection process, final candidates will be required to complete security checks and Vulnerable Sector Check or equivalent criminal record check as a condition of the offer. More details about our recruitment process and sfeguarding information are available on our website. As part of our recruitment and selection process, Right To Play uses Artificial Intelligence (AI) - assisted tools to support the assessment of candidates or applications. This may include but not limited to generating and editing of job adverts, assessment and interview questions, scheduling, translation, transcription, note taking, etc. Our Applicant Tracking System (ATS), VidCruiter, also use AI-powered ChatBot to answer candidates' enquiries. These tools are used only to assist human reviewers in evaluation and do not make selection or screening decisions. All hiring decisions are made by human reviewers. All AI-assisted processes comply with applicable privacy and data protection regulations, including GDPR and PIPEDA. For more information, please refer to RTP AI Policy and our Best Practice: Use of AI in Recruitment on our website. We value and promote a culture of diversity, equity, inclusion, and belonging. We are committed to providing accommodations to candidates with disabilities during the recruitment and selection process, and thereafter. Please reach out to the People & Culture team by email. All information provided will be treated as confidential and used only to provide an accessible candidate experience. Job Description: Job Title: P&C Business Partner Grade: 8 Reports to: Chief People & Culture Officer(CPCO) Location UK, Ethiopia, Ghana, Uganda preferred or any other RTP based country Direct Reports: N/A Department: People & Culture 1- Purpose: The P&C Business Partner drives the P&C operational effectiveness in Country Offices, facilitates organisational development and change and provides a framework for best people s practice and quality standards. The P&C Business Partner also supports the organization in developing and implementing initiatives that encourage diversity, promote equity, and support psychological and physical safety of the workforce. 2- Accountability & Responsibilities: Operational delivery (40%) Provides advice and influences action on P&C global policies, and in collaboration with local P&C Specialists advices on local policies and employment law to staff and management based in COs. Supports the review and localisation of P&C policies and embeds best practice, ensuring local needs and culture are reflected. Works with CPCO, P&C team, Global Directors of Country Offices and Logistics Manager to identity and mitigate people related risks in COs and prevent and resolve issues. Supports adherence to safety, security and Safeguarding policies and procedures in COs. Employee Relations and Employee Services (30%) Monitors the whistleblowing line and ensures timely action is taken in all complaints received related to COs. Oversees and works with P&C and COs management on the prevention and effective resolution of employee relations issues and adherence to disciplinary procedures. Responsible for maintaining confidential records. Conducts investigations and liaises with legal firms and/or investigators to resolve ER cases. Identifies trends and areas of concerns based on data channels i.e. surveys and exit interviews and proposes and implements remedial actions. Acts as one of the systems administrators of the whistleblowing and the anti-terrorism platforms Quality Assurance (20%) Drives efficiency and quality assurance of P&C operational practices in COs by conducting assessments and P&C audits and works with P&C Specialists and Country Directors (CDs) to enhance the employee experience, ensure consistency, continuous improvement and enhance People s capacity in country. Supports CDs to ensure compliance and manage P&C risks as per country risk register and audits actions. Contributes to the data gathering, analysis and presentation of P&C reports, to enable decision making Identifies trends, proposes actions for improvement and instigates implementation. Diversity, Equity Inclusion and Accessibility (10%) Embeds DEIA approaches in policies and processes, to create a framework that welcomes and supports staff regardless of race, ethnicity, gender, age, religion, language, ability, status, and location. Works with the GDEIC to communicate DEIA strategy and establish measurable goals to track progress. Sources, develops and manages trainings and other activities, including the LMS system and the DEIA Week. Analyses DEIA data to make recommendations and support implementation of agreed actions. Perform other duties as assigned 3- Scope (geographical and/or functional), Impact and Autonomy The role has a primary focus on supporting and advising leaderships and coaching P&C specialists and managers on P&C operational needs of Country Offices. It also has a global scope in supporting the advancement of the DEIA agenda with the view of achieving the culture of One Right To Play . Consults the CPCO on complex, unclear or long term impact matters. 4- Leadership and Staff management Provides technical leadership and coaching to the P&C Specialists in COs (10 plus colleagues), also acts as counsel of CDs and senior staff based in COs on P&C policies and strategic shifts impacting staff. Lead the P&C Global Community of Practice and the Global DEIA Committee (GDEIAC). 5- Information requirement for decision-making Identifies areas for improvement and implements P&C solutions in COs to ensure a smooth service is provided. Under the guidance of senior P&C staff, updates and embeds policies, processes and other key P&C initiatives. Uses the policy framework, organisational and country strategies to guide priorities. Their action is informed by trends and issues identified as a result of the analysis of People s data reports, surveys and other sources available to mainstream processes and achieve efficiency in the operation. Policy changes are to be approved by the CPCO. 6- Innovation and Improvements The incumbent is expected to proactively recommend improvements to policies, procedures and practices based on international P&C best practices. Working with P&C specialised colleagues introduces improvements across all areas of P&C including workforce planning, safeguarding and Safety and Security. 7- . click apply for full job details
May 02, 2026
Full time
Job Title: People and Culture Business Partner Location: Preferred: London, UK; Addis Ababa, Ethiopia; Accra, Ghana; or Kampala, Uganda; or any other Right To Play based location (Bujumbura, Burundi; Toronto, Canada; Beirut, Lebanon; Bamako, Mali; Islamabad, Pakistan; Ramallah, Palestinian Territories; Kigali, Rwanda; or Dar es Salaam, Tanzania) (Only candidates who are eligible to work legally without work visa sponsorship in the country will be considered.) Contract Type: Full-time (40 hours per week), long-term engagement Hiring Salary: This is a national position. Please refer to Appendix I for the hiring salary for each country. Target Start Date: As soon as possible Application Closing Date: May 17, :59 EDT This job advert is for an existing vacancy. About Right To Play: For more than 25 years, Right To Play has been protecting, educating, and empowering millions of children each year to rise above adversity through the power of play. We offer programs in 14 countries across Africa, Asia, the Middle East and North America, reaching millions of children each year in some of the most difficult places on earth, helping them to stay in school and learn, overcome prejudice, heal from trauma, and develop the skills they need to thrive. We do this by harnessing play, one of the most fundamental forces in a child's life, to teach children the critical skills they need to dismantle barriers and embrace opportunities, in learning and in life. This work is supported by our two global offices in Toronto, Canada and London, UK; and seven National Offices in North America and Europe. Benefits Highlights: Connect and collaborate with a global team who are passionate about protecting, educating and empowering children and youth using the power of play! Culture premised on our Culture Code (accept everyone, make things happen, display courage, demonstrate care, and be playful) Paid leaves Competitive benefits Learning opportunities and 5 learning and development (L&D) days per year More information on what we offer is available on our website. Application Method: Apply with your resume and cover letter in English via the application link: Right To Play provides equal employment opportunities to employees regardless of their gender, race, religion, age, disability, sexual orientation or marital status. We strongly encourage groups who have been historically disadvantaged with respect to employment to apply for positions at Right To Play. As part of our selection process, final candidates will be required to complete security checks and Vulnerable Sector Check or equivalent criminal record check as a condition of the offer. More details about our recruitment process and sfeguarding information are available on our website. As part of our recruitment and selection process, Right To Play uses Artificial Intelligence (AI) - assisted tools to support the assessment of candidates or applications. This may include but not limited to generating and editing of job adverts, assessment and interview questions, scheduling, translation, transcription, note taking, etc. Our Applicant Tracking System (ATS), VidCruiter, also use AI-powered ChatBot to answer candidates' enquiries. These tools are used only to assist human reviewers in evaluation and do not make selection or screening decisions. All hiring decisions are made by human reviewers. All AI-assisted processes comply with applicable privacy and data protection regulations, including GDPR and PIPEDA. For more information, please refer to RTP AI Policy and our Best Practice: Use of AI in Recruitment on our website. We value and promote a culture of diversity, equity, inclusion, and belonging. We are committed to providing accommodations to candidates with disabilities during the recruitment and selection process, and thereafter. Please reach out to the People & Culture team by email. All information provided will be treated as confidential and used only to provide an accessible candidate experience. Job Description: Job Title: P&C Business Partner Grade: 8 Reports to: Chief People & Culture Officer(CPCO) Location UK, Ethiopia, Ghana, Uganda preferred or any other RTP based country Direct Reports: N/A Department: People & Culture 1- Purpose: The P&C Business Partner drives the P&C operational effectiveness in Country Offices, facilitates organisational development and change and provides a framework for best people s practice and quality standards. The P&C Business Partner also supports the organization in developing and implementing initiatives that encourage diversity, promote equity, and support psychological and physical safety of the workforce. 2- Accountability & Responsibilities: Operational delivery (40%) Provides advice and influences action on P&C global policies, and in collaboration with local P&C Specialists advices on local policies and employment law to staff and management based in COs. Supports the review and localisation of P&C policies and embeds best practice, ensuring local needs and culture are reflected. Works with CPCO, P&C team, Global Directors of Country Offices and Logistics Manager to identity and mitigate people related risks in COs and prevent and resolve issues. Supports adherence to safety, security and Safeguarding policies and procedures in COs. Employee Relations and Employee Services (30%) Monitors the whistleblowing line and ensures timely action is taken in all complaints received related to COs. Oversees and works with P&C and COs management on the prevention and effective resolution of employee relations issues and adherence to disciplinary procedures. Responsible for maintaining confidential records. Conducts investigations and liaises with legal firms and/or investigators to resolve ER cases. Identifies trends and areas of concerns based on data channels i.e. surveys and exit interviews and proposes and implements remedial actions. Acts as one of the systems administrators of the whistleblowing and the anti-terrorism platforms Quality Assurance (20%) Drives efficiency and quality assurance of P&C operational practices in COs by conducting assessments and P&C audits and works with P&C Specialists and Country Directors (CDs) to enhance the employee experience, ensure consistency, continuous improvement and enhance People s capacity in country. Supports CDs to ensure compliance and manage P&C risks as per country risk register and audits actions. Contributes to the data gathering, analysis and presentation of P&C reports, to enable decision making Identifies trends, proposes actions for improvement and instigates implementation. Diversity, Equity Inclusion and Accessibility (10%) Embeds DEIA approaches in policies and processes, to create a framework that welcomes and supports staff regardless of race, ethnicity, gender, age, religion, language, ability, status, and location. Works with the GDEIC to communicate DEIA strategy and establish measurable goals to track progress. Sources, develops and manages trainings and other activities, including the LMS system and the DEIA Week. Analyses DEIA data to make recommendations and support implementation of agreed actions. Perform other duties as assigned 3- Scope (geographical and/or functional), Impact and Autonomy The role has a primary focus on supporting and advising leaderships and coaching P&C specialists and managers on P&C operational needs of Country Offices. It also has a global scope in supporting the advancement of the DEIA agenda with the view of achieving the culture of One Right To Play . Consults the CPCO on complex, unclear or long term impact matters. 4- Leadership and Staff management Provides technical leadership and coaching to the P&C Specialists in COs (10 plus colleagues), also acts as counsel of CDs and senior staff based in COs on P&C policies and strategic shifts impacting staff. Lead the P&C Global Community of Practice and the Global DEIA Committee (GDEIAC). 5- Information requirement for decision-making Identifies areas for improvement and implements P&C solutions in COs to ensure a smooth service is provided. Under the guidance of senior P&C staff, updates and embeds policies, processes and other key P&C initiatives. Uses the policy framework, organisational and country strategies to guide priorities. Their action is informed by trends and issues identified as a result of the analysis of People s data reports, surveys and other sources available to mainstream processes and achieve efficiency in the operation. Policy changes are to be approved by the CPCO. 6- Innovation and Improvements The incumbent is expected to proactively recommend improvements to policies, procedures and practices based on international P&C best practices. Working with P&C specialised colleagues introduces improvements across all areas of P&C including workforce planning, safeguarding and Safety and Security. 7- . click apply for full job details
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
May 02, 2026
Full time
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Are you passionate about teaching and empowering individuals with the skills they need to succeed in the legal tech sector? At Nexian , we're more than just a technology consultancy - we're trusted partners helping professional services firms reimagine the way they work. From AI strategy and Microsoft solutions to our partnership with Actionstep, the leading SaaS practice management platform , we're driving a new era of modern, cloud-based operations for law firms across the UK The Role at a Glance: Legal Tech Technology Trainer UK Remote Competitive Salary Depending on Experience Plus Benefits: 5% pension contribution, flexible core hours Company Product / Service: Technology transformation & management consultancy for legal firms Your Skills: Technology training delivery (virtual & in-person). Legal practice management systems (PMS) (Actionstep a bonus). Microsoft 365 & Power Platform expertise. End-to-end training programme development About Us: Nexian is at the forefront of digital transformation, delivering innovative solutions that modernise operations across the professional services sector. Formerly known as Ilicomm, a UK-based managed service provider, Nexian has grown to include digital consultancy, AI strategy, business analysis, data governance, and Microsoft technology services. We're also proud partners of Actionstep, a global leading SaaS practice management platform that is transforming the legal software space. Actionstep allows law firms to replace outdated, hosted systems with a modern, cloud-based experience - making Nexian a central partner in their digital journey. We're a small, friendly team that's passionate about delivering excellent service. Our culture is collaborative, supportive, and grounded in the belief that when we take care of each other, we deliver better outcomes for our clients. No matter your seniority, you'll be hands-on and involved in making sure every client experience exceeds expectations. What You'll Be Doing: As a Trainer at Nexian, you will be responsible for delivering high-quality training programs that ensure clients and internal teams have the knowledge and skills to use our digital solutions effectively. This includes software tools like Actionstep, Microsoft 365, Power Platform, and other strategic tools in our tech stack. Your role will involve designing and delivering training content, evaluating learning outcomes, and providing ongoing support to learners as they integrate new systems into their daily workflows. You will collaborate closely with project managers, technical teams, and client services to tailor training solutions to specific needs, ensuring that both individuals and teams are fully equipped to succeed in their use of our technology. Key Responsibilities: • Design, develop, and deliver engaging and comprehensive training programs for clients and internal teams. • Create customised training content based on the client's needs and technology stack. • Conduct both virtual and in-person training sessions, webinars, and workshops. • Assess learner performance and provide feedback to ensure understanding and application of training material. • Work with the implementation team to ensure training is aligned with project milestones and deliverables. • Provide ongoing support and resources to learners after training sessions to reinforce new skills. • Stay updated on industry trends, new technology features, and training methodologies to continuously improve training programs. About You: • Previous experience as a trainer or educator, with a focus on technology solutions. • Experience working in a law firm or with legal software providers is highly desirable. • Familiarity with training methodologies and tools to assess learning outcomes. • Strong communication and presentation skills, with the ability to engage and inspire learners. • Expertise in creating and delivering customised training content for various audiences. • Familiarity with legal technology tools (e.g., PMS, Case Management, Microsoft 365, Power Platform) is a plus. • Passion for education and staying at the forefront of digital learning trends. • Strong interpersonal skills and the ability to tailor training to different learning styles. At Nexian, we're on a mission to reshape the legal sector through the power of technology. As a trusted partner to forward-thinking law firms, we don't just implement systems - we unlock potential. With Actionstep, the world's leading SaaS practice management platform, and our expertise in AI, Microsoft, and digital transformation, we're helping firms leave outdated processes behind and embrace a smarter, more connected future. If you're ready to take the lead in shaping how modern law firms embrace legal tech, this is your opportunity to make a real impact. Join Nexian and empower clients with the confidence, skills and systems they need to thrive in a cloud-first, AI-driven future. Apply today and be part of a team that's redefining legal technology training across the UK. Application notice We take your privacy seriously. As you might expect you may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details.
May 02, 2026
Full time
Are you passionate about teaching and empowering individuals with the skills they need to succeed in the legal tech sector? At Nexian , we're more than just a technology consultancy - we're trusted partners helping professional services firms reimagine the way they work. From AI strategy and Microsoft solutions to our partnership with Actionstep, the leading SaaS practice management platform , we're driving a new era of modern, cloud-based operations for law firms across the UK The Role at a Glance: Legal Tech Technology Trainer UK Remote Competitive Salary Depending on Experience Plus Benefits: 5% pension contribution, flexible core hours Company Product / Service: Technology transformation & management consultancy for legal firms Your Skills: Technology training delivery (virtual & in-person). Legal practice management systems (PMS) (Actionstep a bonus). Microsoft 365 & Power Platform expertise. End-to-end training programme development About Us: Nexian is at the forefront of digital transformation, delivering innovative solutions that modernise operations across the professional services sector. Formerly known as Ilicomm, a UK-based managed service provider, Nexian has grown to include digital consultancy, AI strategy, business analysis, data governance, and Microsoft technology services. We're also proud partners of Actionstep, a global leading SaaS practice management platform that is transforming the legal software space. Actionstep allows law firms to replace outdated, hosted systems with a modern, cloud-based experience - making Nexian a central partner in their digital journey. We're a small, friendly team that's passionate about delivering excellent service. Our culture is collaborative, supportive, and grounded in the belief that when we take care of each other, we deliver better outcomes for our clients. No matter your seniority, you'll be hands-on and involved in making sure every client experience exceeds expectations. What You'll Be Doing: As a Trainer at Nexian, you will be responsible for delivering high-quality training programs that ensure clients and internal teams have the knowledge and skills to use our digital solutions effectively. This includes software tools like Actionstep, Microsoft 365, Power Platform, and other strategic tools in our tech stack. Your role will involve designing and delivering training content, evaluating learning outcomes, and providing ongoing support to learners as they integrate new systems into their daily workflows. You will collaborate closely with project managers, technical teams, and client services to tailor training solutions to specific needs, ensuring that both individuals and teams are fully equipped to succeed in their use of our technology. Key Responsibilities: • Design, develop, and deliver engaging and comprehensive training programs for clients and internal teams. • Create customised training content based on the client's needs and technology stack. • Conduct both virtual and in-person training sessions, webinars, and workshops. • Assess learner performance and provide feedback to ensure understanding and application of training material. • Work with the implementation team to ensure training is aligned with project milestones and deliverables. • Provide ongoing support and resources to learners after training sessions to reinforce new skills. • Stay updated on industry trends, new technology features, and training methodologies to continuously improve training programs. About You: • Previous experience as a trainer or educator, with a focus on technology solutions. • Experience working in a law firm or with legal software providers is highly desirable. • Familiarity with training methodologies and tools to assess learning outcomes. • Strong communication and presentation skills, with the ability to engage and inspire learners. • Expertise in creating and delivering customised training content for various audiences. • Familiarity with legal technology tools (e.g., PMS, Case Management, Microsoft 365, Power Platform) is a plus. • Passion for education and staying at the forefront of digital learning trends. • Strong interpersonal skills and the ability to tailor training to different learning styles. At Nexian, we're on a mission to reshape the legal sector through the power of technology. As a trusted partner to forward-thinking law firms, we don't just implement systems - we unlock potential. With Actionstep, the world's leading SaaS practice management platform, and our expertise in AI, Microsoft, and digital transformation, we're helping firms leave outdated processes behind and embrace a smarter, more connected future. If you're ready to take the lead in shaping how modern law firms embrace legal tech, this is your opportunity to make a real impact. Join Nexian and empower clients with the confidence, skills and systems they need to thrive in a cloud-first, AI-driven future. Apply today and be part of a team that's redefining legal technology training across the UK. Application notice We take your privacy seriously. As you might expect you may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
May 02, 2026
Full time
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
May 02, 2026
Full time
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
Lead MES Implementation Manager Salary: £70,000 - £85,000 + benefits Location: Slough (Hybrid - 2 days per week on site) We are recruiting a senior MES implementation professional to take full ownership of customer delivery and lead complex Manufacturing Execution System (MES) implementations end to end click apply for full job details
May 02, 2026
Full time
Lead MES Implementation Manager Salary: £70,000 - £85,000 + benefits Location: Slough (Hybrid - 2 days per week on site) We are recruiting a senior MES implementation professional to take full ownership of customer delivery and lead complex Manufacturing Execution System (MES) implementations end to end click apply for full job details
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Why Greencore? Following the combination with Bakkavor in January 2026, we're one of the UK's leading creators of convenience food, driven by a simple purpose: to make everyday taste better. As a vibrant and fast-moving business, we're proud to employ over 28,000 talented colleagues across 36 manufacturing sites and 21 distribution depots in the UK and the US. Together, we bring delicious food to life. Our products cover every meal occasion from breakfast through to dinner and dessert, with lunch and snacking in between. In FY25, our shared passion helped us achieve combined revenues of approximately 4bn. Our extensive direct to store (DTS) network, with 17 depots across the UK, allows us to deliver fresh and frozen food both our own and from trusted partners to thousands of stores every day, ensuring consumers enjoy the very best, whenever and wherever they shop. Role Purpose: Procurement Manager - Capex. Responsible for the commercial aspects and overall supplier performance for goods and services purchased from suppliers for their categories of spend, and continuously creates additional value for money for Greencore. Pro-actively engage with stakeholders across Greencore to encourage best practice and owns the commercial aspects of projects that involve suppliers Key Accountabilities: Create additional value for money for goods and services, balancing price, service and quality and meeting the business needs through undertaking negotiations, selection of suppliers and contracting of business Build great relationships with stakeholders and provide professional procurement expertise and commercial focus. Be able to challenge the way Greencore do things and introduce best procurement practice. Be an ambassador for indirects procurement to change the business behaviours and culture Take a strategic category view to manage areas of spend, identify savings opportunities, and drive consistency across Greencore. This includes analysing spend bases, consolidating the supply base across Greencore where appropriate, driving consistent ways of working across Greencore, sourcing from fit for purpose suppliers, managing supplier performance, resolving issues, negotiating the optimum price, service and quality parameters, and agreeing contracts and service levels Project manage the delivery of initiatives to address a business need or to create additional value. This includes aligning multiple stakeholders, identifying the business needs and risks, project planning, running tenders, negotiation, contracting, communication, approval, implementation planning and then subsequent supplier management and issue resolution to ensure the supplier meets the contract Negotiating and implementing contracts when needed, ensuring each contract is appropriately tailored to the requirements of the business, including creating business appropriate service levels and addressing any specific risks and liabilities Knowledge, Skills and Experience: Degree calibre with indirect procurement experience Excellent commercial insight combined with negotiation skills Ability to build good relationships with stakeholders with excellent communication and influencing skills Ability to analyse data, identify and evaluate options and implement recommendations Able to assess and adapt a contract to mitigate liabilities in line with business risk and create service levels to meet business needs Ability to operate in a complex multi-site environment and bring everyone on board to a single solution. Experience in prioritisation and ability to work on multiple projects at once What you'll get in return: Competitive salary and job-related benefits 25 days Holiday Competitive matched pension contributions Company share save scheme Greencore Qualifications Exclusive Greencore employee discount platform Access to a full Wellbeing Centre platform
May 02, 2026
Full time
Why Greencore? Following the combination with Bakkavor in January 2026, we're one of the UK's leading creators of convenience food, driven by a simple purpose: to make everyday taste better. As a vibrant and fast-moving business, we're proud to employ over 28,000 talented colleagues across 36 manufacturing sites and 21 distribution depots in the UK and the US. Together, we bring delicious food to life. Our products cover every meal occasion from breakfast through to dinner and dessert, with lunch and snacking in between. In FY25, our shared passion helped us achieve combined revenues of approximately 4bn. Our extensive direct to store (DTS) network, with 17 depots across the UK, allows us to deliver fresh and frozen food both our own and from trusted partners to thousands of stores every day, ensuring consumers enjoy the very best, whenever and wherever they shop. Role Purpose: Procurement Manager - Capex. Responsible for the commercial aspects and overall supplier performance for goods and services purchased from suppliers for their categories of spend, and continuously creates additional value for money for Greencore. Pro-actively engage with stakeholders across Greencore to encourage best practice and owns the commercial aspects of projects that involve suppliers Key Accountabilities: Create additional value for money for goods and services, balancing price, service and quality and meeting the business needs through undertaking negotiations, selection of suppliers and contracting of business Build great relationships with stakeholders and provide professional procurement expertise and commercial focus. Be able to challenge the way Greencore do things and introduce best procurement practice. Be an ambassador for indirects procurement to change the business behaviours and culture Take a strategic category view to manage areas of spend, identify savings opportunities, and drive consistency across Greencore. This includes analysing spend bases, consolidating the supply base across Greencore where appropriate, driving consistent ways of working across Greencore, sourcing from fit for purpose suppliers, managing supplier performance, resolving issues, negotiating the optimum price, service and quality parameters, and agreeing contracts and service levels Project manage the delivery of initiatives to address a business need or to create additional value. This includes aligning multiple stakeholders, identifying the business needs and risks, project planning, running tenders, negotiation, contracting, communication, approval, implementation planning and then subsequent supplier management and issue resolution to ensure the supplier meets the contract Negotiating and implementing contracts when needed, ensuring each contract is appropriately tailored to the requirements of the business, including creating business appropriate service levels and addressing any specific risks and liabilities Knowledge, Skills and Experience: Degree calibre with indirect procurement experience Excellent commercial insight combined with negotiation skills Ability to build good relationships with stakeholders with excellent communication and influencing skills Ability to analyse data, identify and evaluate options and implement recommendations Able to assess and adapt a contract to mitigate liabilities in line with business risk and create service levels to meet business needs Ability to operate in a complex multi-site environment and bring everyone on board to a single solution. Experience in prioritisation and ability to work on multiple projects at once What you'll get in return: Competitive salary and job-related benefits 25 days Holiday Competitive matched pension contributions Company share save scheme Greencore Qualifications Exclusive Greencore employee discount platform Access to a full Wellbeing Centre platform
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
May 02, 2026
Full time
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
May 02, 2026
Full time
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
May 02, 2026
Full time
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
May 02, 2026
Full time
Job Title: HR Employee Relations Specialist Department: People Operations/ HR Reports to : Employee Relations Manager Location: Site based, any TP UK location or Work from home Contract Type: Permanent Salary: Up to £34,000.00 depending on experience (based on 40 hours per week) Management Responsibility: None Travel Required : Occasional Our Employee Relations Purpose & Vision: Our HR Employee Relations division is here to help create an organisation where people are truly at its heart, by embedding an ethos of "We acknowledge, we support, we move forward". We achieve this by ensuring our Employee Relations approaches are progressive, challenge the status quo and remove bureaucracy. Providing deep Employee Relations insights and expertise to better inform and educate managers across the business will, at all levels, encourage better and safer decision making and smoother implementation of large-scale change, reducing risk to individuals and to the business. Our principal aim is to solidify HR Employee Relations ("HRER") as a trusted source of expertise in all employee relations matters, working to improve employee experience and reduce business risk. Job Summary / Overview The HR Employee Relations Specialist role will be the primary point of contact in providing best in class expertise and advice for complex cases across all employee relations matters ranging from employee wellbeing & support, to discipline & grievance, to industrial relations & litigation. The HR Employee Relations specialist will, with the mentoring of the ER Manager, also assist and take on responsibility for managing Employment Tribunal claims received from liaising and negotiating with ACAS / LRA to reach resolutions, to drafting employment tribunal responses, helping to prepare legal arguments for employment tribunal proceedings and ensuring all case management deadlines are met, including witness statement collation and bundle of evidence documentation. The successful candidate will provide a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including:grievance, disciplinary, absencemanagement, performance managementand employee wellbeing and support. Main Job Requirements Education and Specific Training: Formal qualification in a HR-related area, or working towards one, such as Certificate in Human Resource Practice, or degree in HR Management, or similar. OR equivalent employee relations experience (which remains current); Membership of CIPD, or similar, is preferable; Up to date employment law knowledge for UK and Northern Ireland, knowledge of Republic of Ireland, (employment legislation and TUPE experience within the Republic of Ireland would be an advantage, but not essential). Work Experience 2 years of recent HR employee relations specialist experience in a contact centre environment, or 3 years of recent HR employee relations specialist experience in another high-paced industry, or 4 years of HR generalist experience in any industry Experience of dealing with ACAS; and employment tribunal claims. Desirable Certifications : Prior mediation training / certified mediator Competencies and Specific Skills: Takes responsibility for own performance Works on own initiative Tactical mindset Compassionate Achievement driven Excellent analytical ability Exceptional attention to detail Excellent communication skills - verbal and written Excellent influencing and negotiation skills Flexibility Resourceful Committed TP brand ambassador Courageous Empathetic Lives and breathes the company values Self-motivated Team player Creative thinker Confident to challenge Advanced levels of resilience and focus Continuous improvement mindset Excellent organisational skills Priority management skills Credible Trustworthy Dependable Courageous Empathetic
