Step Change Outsourcing
Employee Relations Advisor
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Location: Stevenage, Hertfordshire
Salary: £35,000-£38,000 depending on experience
Hours: Full-time
Working pattern: Office based
Working hours: 9.00am-6.15pm Mon-Thurs, 9.00am-3.45pm Friday
The Role
We are looking for an experienced Employee Relations Advisor to join our busy and growing contact centre operation in Stevenage.
This is a hands-on HR role working closely with our operational leadership teams to create a positive, professional and high-performing working environment.
Our workforce includes a large number of employees at the earlier stages of their careers, so we are looking for someone who is approachable and engaging, while also confident in setting clear expectations and supporting managers to address conduct, attendance and performance issues fairly and consistently.
You will provide practical HR support across the employee lifecycle, with a particular focus on employee relations, performance, attendance and ensuring our policies and processes are applied consistently throughout the business.
Key Responsibilities
You will:
- Provide day-to-day HR and employee relations support to managers and employees across the business.
- Manage a varied employee relations caseload including conduct, attendance, capability, grievance and disciplinary matters.
- Support and, where appropriate, lead workplace investigations, ensuring cases are handled thoroughly, fairly and within appropriate timescales.
- Guide managers through disciplinary, grievance, capability and absence-management processes.
- Coach Team Leaders and Managers to address issues early and have effective, constructive conversations with their teams.
- Help maintain consistent standards of attendance, behaviour and performance across the organisation.
- Support probation reviews and ensure managers are effectively managing performance and suitability during employees' probationary periods.
- Work closely with Operations to identify trends and opportunities to improve employee retention, engagement and performance.
- Review and develop HR policies and processes to ensure they remain practical, consistent and compliant with current employment legislation and best practice.
- Maintain accurate employee relations records and provide regular reporting on areas including absence, employee relations cases, probation, retention and employee turnover.
- Support managers in building confident, capable and accountable teams.
- Provide employees with clear, balanced and professional HR advice.
- Contribute to wider people initiatives designed to improve the employee experience and support the continued growth of the business.
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About You
We are looking for an HR professional who enjoys working in a fast-paced operational environment and is comfortable balancing employee support with the needs of the business.
You will ideally have:
- Strong generalist HR experience with significant exposure to employee relations.
- Experience managing disciplinary, grievance, absence and performance cases from beginning to end.
- Confidence dealing with sensitive and sometimes challenging employee situations.
- A good working knowledge of UK employment law and HR best practice.
- The ability to interpret and apply company policies consistently and fairly.
- Experience coaching operational managers and helping them become more confident people managers.
- Excellent communication skills and the ability to build credibility with employees and managers at all levels.
- A practical, calm and solutions-focused approach.
- Strong organisational skills and the ability to manage several cases and priorities simultaneously.
- CIPD Level 5 or equivalent experience would be desirable.
- Experience within a contact centre, retail, hospitality, logistics or another high-volume, operational workforce would be particularly beneficial.
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The Person
The right person for this role will be approachable but confident, with the ability to build good relationships while maintaining appropriate professional boundaries.
You will understand that a positive workplace culture comes from a combination of employee engagement, good management and clear, consistently applied standards.
You will be comfortable having difficult conversations when required, but your first instinct will be to help managers resolve issues constructively and at the earliest opportunity.
Most importantly, you will enjoy being visible within the business and working closely with our operational teams rather than providing HR support solely from behind a desk.
What We Offer
- Salary of £35,000-£38,000, depending on experience.
- A key HR role within an established and growing business.
- The opportunity to have a genuine influence on our people practices and culture.
- A varied role with significant exposure to operational leadership.
- A modern working environment in Stevenage.
- On-site facilities and employee amenities.
If you are an experienced HR professional who enjoys working with people, supporting managers and helping create a positive, accountable and high-performing workplace, we would be very pleased to hear from you.
About Step Change Outsourcing
Founded in 2009, Step Change Outsourcing is a specialist outsource contact centre based in Stevenage, Hertfordshire. It delivers customer acquisition, retention and experience campaigns across phone and digital channels for some of the UK’s best-known brands. Its tailored, technology-enabled services are designed to create positive customer interactions, reduce operational complexity and deliver strong results.
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