Employee Relations Helpdesk Manager (Human Resources)

Location: Burton-on-Trent, Staffordshire, United Kingdom; hybrid 50/50

Company

hirify.global is a leading British pub company and brewer with a 220-year brewing and pub history and a 39,000-strong team.

What you will do

• Lead daily employee relations helpdesk service delivery across calls, cases, and digital channels.
• Own service standards, case allocation, escalation processes, and operational accountability.
• Forecast demand, monitor workflow, allocate resources, and manage service levels and backlog.
• Analyze performance reporting and improve response times, first-contact resolution, case quality, and colleague satisfaction.
• Lead continuous improvement, quality assurance, coaching, and knowledge management initiatives.
• Lead, coach, and develop Team Leaders while partnering with People Operations, People Experience Partners, Data & Reporting, and wider stakeholders.

Requirements

• Experience managing a contact centre, helpdesk, or shared services operation across telephone and digital channels.
• Proven people leadership experience, including coaching, performance management, and team development.
• Strong workforce planning capability, including forecasting, rota management, and resource deployment.
• Experience managing operational performance metrics, service quality, and escalations.
• Ability to analyze data, develop reporting requirements, and translate insight into operational improvements.
• Experience driving process improvement and change initiatives across multiple stakeholder groups.
• Confidence using telephony systems, case management platforms, reporting tools, and Microsoft 365.
• Ability to maintain confidentiality, data protection standards, and appropriate governance controls.

Nice to have

• HR Shared Services or People Operations experience.
• Relevant operational management qualifications; equivalent experience is equally valued.

Culture & Benefits

• Full-time hybrid work arrangement with 50% office and 50% remote work.
• Competitive salary and pension contribution.
• Career development opportunities across well-known brands and award-winning apprenticeship programmes.
• Employee discounts across hirify.global brands, inns, hotels, and retail partners.
• Free employee assistance programme for employees and their families.
• Wagestream access to wages before payday and a referral scheme offering up to £1,500.