Job Description

Who are we?
Thames Water is the UK\'s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open

What makes this role unique?
The People Services Manager (HR Manager) is responsible for the development and implementation of people services strategies that drive continuous improvements to customer service and efficiency.

The role holder is accountable for leading HR specialists to provide a professional, efficient, and best in class front-line HR advice and administration service to all employees, including business managers and HR colleagues, managing and resolving HR queries and cases consistently and effectively.

This integral position requires someone with experience of leading advisory and operational HR teams, who is highly organised, has a detailed knowledge of HR processes, policies, compliance and systems, and who can successfully lead and coach the team to deliver an exemplary customer service.

What you will be doing?
This is an fantastic opportunity to join on a 10-12 month Fixed Term Contract where you will be responsible for the following key tasks

• Responsible for the development and implementation of strategies to drive continuous

improvements to customer service and efficiency * Leading the team to deliver a professional, efficient, and best in class front-line HR advice

and administration service to all employees * Developing the skills and professional knowledge of team members via coaching, support,

and challenge to ensure they can be subject matter experts * Ensuring quality, consistency and compliance through data integrity and service monitoring

• Monitoring quality and performance of the team, identifying and addressing development areas via SMART objectives, 1-1s and coaching conversations.
• Ensuring that the data that the team input into our HR systems is accurate and in line with our procedures, putting plans in place to drive improvements where required
• Owning the HR Services escalation process, effectively communicating with relevant

stakeholders and driving issues through to resolution. * Ensuring that procedures are documented and that team members have up to date

documents available that enable them to clearly articulate responses to queries from a wide ranging customer base * Responsible for the administration of all employee lifestyle processes including onboarding and pay and benefits

• Developing and working within a case management system, using reporting and dashboards to provide insight and drive efficient case management
• Leading, coaching and training the team to ensure the timely management and successful conclusion of cases in line with procedural requirements, whilst achieving high levels of customer satisfaction
• Leading and managing end to end project administration, such as TUPE, reorganisations etc, ensuring collaborative approach is maintained with HRBP and administration activity is completed in line with agreed timeframe
• Personal case managing of extremely complex, sensitive or high-profile HR cases
• Ensuring compliance with appropriate legislation, for example right to work and sponsorship

What you will bring to the role?

• Experience of managing operational People advisory and administration teams, and of

driving high performance and engagement * Customer focussed, with a detailed knowledge of HR policies and procedures

• Significant knowledge and experience of HR case management, best practice, and processes. Previous experience of TUPE, reorganisations and of of SAP HCM and ServiceNow preferable
• Thorough knowledge of relevant legislation, eg right to work and sponsorship.
• Experience of developing and embedding a cross skilled team with a passion for excellent

service delivery * Highly organised and responsive, with the ability to prioritise work to meet tight deadlines

• Confident and tenacious, taking ownership of issues to resolution in a timely manner
• Experience of managing challenging stakeholders
• Resilient and able to be flexible to change in demands, whilst remaining approachable
• Trustworthy, with ability to maintain confidentiality
• Excellent communication skills, able to adapt and build rapport/provide advice to all levels
• Ability to work collaboratively with colleagues across the business, leading and/or providing a

SME service on ad hoc projects * A CIPD qualification is not essential but would be a benefit.
What\'s in it for you?
Our competitive salary and package include a car allowance, private healthcare, an excellent contributory pension and 26 days of holiday pro rata.

Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you\'ll enjoy a fulfilling career, flexible working arrangements and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your well-being.

We\'re also proud to embrace and promote diversity and believe that creating a workforce that reflects the communities we serve will help us to thrive. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

Find out more about working at Thames Water.

We deliver life\'s essential service so our customers, communities and the environment can thrive. This means, that when a crisis happens, we all rally around to support our customers. As part of your role, you\'ll be required to participate in a rota to provide Customer Incident Support, as requested by the Company from time to time. This may be by supporting our customers on the frontline as an Ambassador or being part of the team managing the incident as a Control Tower Lead. This is incredibly rewarding, and you\'ll be given full training - it\'s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can\'t consider any further applications, so please submit your application as soon as possible to avoid disappointment.

Pertemps