Job Description

  • Job Reference:968328LMR3_1659972567

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Leona McCarthy

  • Job Location: Dublin (City, ROI)

  • Job Title: HR Advice Team Manager

  • Job Salary: €55000 - €60000 Per Annum

Job Start Date: ASAP

Job Purpose:

To oversee the Ireland and Northern Ireland Advisory team, ensuring that both our clients and our consultants have the best possible experience. To ensure the team is highly motivated and performing to exceptional levels to provide an exceptional client experience.

Job Overview:

To oversee the day-to-day operational management of the team and the output of work. To manage Consultants’ performance within a contact center environment and ensure they meet KPIs and quality standards whilst maintaining a high standard of service provided to clients. To inspire, motivate and support the team as necessary to maintain strong working relationships within the team and with our clients.

Day-to-Day Responsibilities:

* To drive the coaching initiative within the department, ensuring team leaders and consultants receive the necessary coaching and support achieving continuous improvement in quality across the department
* To build and maintain an effective, cohesive and motivated service function, providing leadership and support to team leaders, colleagues and peers
* To undertake and lead the mystery shopping within the department
* To identify training needs, themes and trends as well as areas for improvement and communication of these across the department
* To undertake training with new and existing members of the team as identified through coaching, mystery shopping and in line with our learning and development framework
* To promote awareness of additional services within the Group and subsequently drive referrals within the department
* To assist Consultants with technical client queries on employment law and HR matters and act as a point of escalation * To effectively manage all Consultant workloads, in line with departmental requirements, to ensure that we efficiently respond to client queries
* To monitor and review Consultants’ overall performance activity on a daily basis, providing detailed periodical reports as required
* To assist with the preparation of weekly rotas (including overtime / out of hours) to ensure the contact centre service is effectively covered 24/7
* To assist and lead in any recruitment and interviews for the department ensuring that staffing levels are maintained, and staff attrition is reduced
* To conduct, where necessary any formal meetings such as disciplinary and grievance and be the point of appeal as necessary to provide the relevant outcomes in line with the Employee Handbook
* To deal with client complaints and any service issues in a timely manner ensuring that a satisfactory conclusion is reached on all occasions
* To be flexible with work times as there may be occasions, particularly due to the 24/7 nature of our service, where you will be required to complete work outside of core hours, do training or have team meetings to capture all team members
* To assist with projects across the department and be responsible for the effective communication and implementation of any project work
* To promote awareness of Peninsula’s broader activities and foster excellent working relationships with all departments
* To participate in external training events and conferences for clients and prospective clients, and to represent the business in external media events, to include radio interviews
* To carry out any other tasks deemed necessary by the Management Team What you Bring to the Team
* A passion for coaching and developing others
* Excellent communication skills
* A “can-do” attitude with the ability to support, drive and motivate your team to achieve their best potential and performance overall
* Strong organisation and time management skills
* Excellent people management skills
* Ability to work in a fast-paced contact centre environment
* A dynamic and flexible approach, as well as the ability to work under pressure
* Excellent interpersonal skills
* Excellent technical knowledge and customer service skills
* Ability to provide constructive feedback where required
* Excellent service issue / complaint resolution skills
* Capability to work under pressure with a solutions-based approach
* Contribution to business growth and service improvements



Personal Details


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