HR People Support Team Manager

At Harrods we deliver The Art of the Possible by constantly evolving and challenging conventional luxury retail standards.

Our mission is to service the needs and aspirations of our customers and help create new stories. We take pleasure in making marked moments of delight: whoever our customers are or wherever they come from, they can expect to be treated with grace, courtesy and care. At Harrods we pride ourselves in being Masters of Luxury, Experts of Exceptional and Creators of Magic.

The pursuit of this excellence starts with our people. We put our trust in you to deliver excellence and exceed expectations for each and every one of our customers and with every interaction.

About You

We are looking for an experienced HR Shared Service Team Manager to join the Harrods HR Operations team. You will lead the delivery of exceptional customer service through the People Support Team, including the successful delivery of defined SLA’s and KPI’s.

You should have significant experience running an HR Shared Services Contact Centre or Customer Service team, with a strong customer service ethos and exceptional people management skills.
You will be able to demonstrate effective planning and organising skills and the ability to successfully manage high volume of work accurately and to deadlines. You will be recognised for your ability to influence and build strong relationships with key stakeholders. We are in a period of exciting change and transformation so a forward-thinking approach and confidence to challenge the status quo is key.

You will have an in-depth knowledge of HR core areas and a good understanding of Employment Law would be beneficial. You will be a natural team player and a true people leader, always happy to share your knowledge and spend time developing your team.

What to Expect

The successful candidate will report into the HR Operations Manager and lead the HR Shared Service Team –

• Develop and deliver the People Support Team operating plan and ensure management of the deliverables with the team and stakeholders
• Create a can-do culture where delivering to the customer is at the heart of what we do in order to provide an exceptional service to the business.
• Use MI, reports and feedback to identify opportunities where we can make positive interventions which will improve end user’s capability to self-serve and reduce caseload volumes
• Monitor trends in cases and propose opportunities to improve the service and push traffic to self-serve
• Apply MI/reports and stakeholder feedback to identify and measure continuous improvements initiatives that will enable the streamlining of processes and enhance the end user experience
• Ensure the team have an in-depth, up-to-date understanding of the advice they are responsible for, including where to find routine information, answering questions and giving more complex process-led advice

What is important?

This is an opportunity to be involved in an industry-leading HR transformation where people are at the centre of everything we do.

At Harrods we believe in hard work and challenging the status quo and when we work together, we are unstoppable. We’re leading the way with making anything possible and we will need someone who shares the same values and will raise the bar on delivering excellence across our business.

Our promise to you

At Harrods we believe nothing is impossible. We drive ourselves and inspire others to always push for more. This passion to exceed is what sets us apart. We are proud to be a place where standing out means being yourself.