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JOB DETAILS
JOB BAND: D
CONTRACT TYPE: Permanent, Full-time
DEPARTMENT: HR
LOCATION: Office Base is Birmingham (This is a hybrid role and the successful candidate will balance office working with home working). Consideration may be given to base in London, Salford, Cardiff, Glasgow or Belfast
PROPOSED SALARY RANGE: Up to £53,000 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.
PURPOSE OF THE ROLE
Are you looking for your next leadership challenge within HR Shared Services? The BBC HR Helpdesk is seeking an experienced and inspiring leader to manage and develop a team of HR Advisors who provide vital front-line HR guidance and support to employees and managers across the BBC. This role is key to ensuring the delivery of high-quality, right-first-time advice across a broad range of HR topics, while creating an environment where colleagues can develop their capability, confidence and expertise. We are looking for someone with a passion for people leadership, coaching and continuous development, who can build a high-performing team and foster a culture of service excellence. As the HR Helpdesk Lead, you will drive continuous improvement through the effective use of data, insight and emerging technologies, including AI, to enhance the colleague experience and improve operational performance. This is an exciting opportunity to shape the future of HR service delivery at the BBC, ensuring the Helpdesk remains a trusted, knowledgeable and innovative first point of contact for HR support across the organisation.
WHY JOIN THE TEAM
Join a team at the heart of the BBC's people experience and lead a highly visible service that supports colleagues and managers across the organisation. This is an exciting opportunity to develop a talented team while driving service excellence, innovation and continuous improvement. You'll play a key role in shaping the future of HR service delivery, using data, insight and emerging technologies, including AI, to create smarter and more effective ways of working.
Your Key Responsibilities And Impact
As an HR Specialist, you will lead and inspire a team of HR Advisers providing trusted HR guidance to managers and employees across the BBC. You will drive service excellence, develop team capability and use data and insight to continuously improve the effectiveness of the Helpdesk. In addition to managing a high-performing operation, you will oversee complex and confidential case escalations across a range of HR topics, ensuring consistent, accurate and customer-focused outcomes. Through your leadership, you will help shape the future of HR service delivery at the BBC.
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- Lead, coach and develop a high-performing team of HR Advisers, creating an inclusive and engaging environment that builds capability, confidence and expertise.
- Drive operational excellence by ensuring the consistent delivery of accurate, timely and right-first-time HR advice, meeting service standards and enhancing the customer experience.
- Use data, insight and feedback to monitor performance, identify trends and risks, and drive informed decision-making and continuous improvement across the Helpdesk service.
- Champion innovation and efficiency, leveraging technology, automation and emerging AI solutions to improve service delivery, simplify processes and increase productivity.
- Foster a culture of collaboration, accountability and service excellence, working in partnership across BBC People to support organisational priorities, change initiatives and the evolving needs of the business.
PURPOSE OF ROLE CONT'D
Essential Criteria
YOUR SKILLS AND EXPERIENCE
- Experienced in leading, coaching and developing HR operations/shared services teams in customer-focused environments.
- Strong knowledge of the employee lifecycle and HR processes, delivering advice and support across diverse HR topics.
- Proven ability to build relationships and manage priorities within large, complex matrix organisations.
- Track record of delivering excellent customer service and operational performance in high-volume environments.
- Skilled in using KPIs, SLAs, data, reporting, HR systems and AI-driven tools to improve service delivery and drive continuous improvement.
- Resilient, proactive and solution-focused, with experience leading teams through change while managing multiple priorities effectively.
- Credible and collaborative communicator who builds stakeholder trust, demonstrates emotional intelligence, and develops capability in others.
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DESIRABLE
- MCIPD or equivalent professional qualification (Level 7), or equivalent knowledge and experience.
- Experience of working with People systems, such as SAP, SuccessFactors or other HR case management and service delivery platforms.
- Experience and/or accreditation in mediation, coaching or facilitation.
- Experience of designing and delivering training, coaching or knowledge-sharing initiatives to build team capability and performance.
- Experience of working within a complex, unionised or highly regulated environment.
If you can bring some of these skills and experiences, along with transferable strengths, we’d love to hear from you and encourage you to apply.
Disclaimer
This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved.
Please note: If you were to be offered this role, the BBC will conduct Employment screening checks which include Reference checks; Eligibility to work checks; and if applicable to the role, Safeguarding and Adverse media/Social media checks. Any offer made is conditional on these checks being satisfactory.
Before your start date, you may need to disclose any unspent convictions or police charges, in line with our Recruitment policy. This allows us to discuss any support you may need and assess any risks. Failure to disclose may result in the withdrawal of your offer.
For any general queries, please contact: bbchr@bbc.co.uk
We are unable to accept applications via CV and only applications made online will be considered. Please click on the APPLY NOW button to proceed with your application.
Redeployment
The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC and they will be given priority consideration ahead of other applicants. Priority consideration means for those employees seeking redeployment their application will be considered alongside anyone else at risk of redundancy, prior to any individuals being considered who are not at risk.
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