People Services Support Manager

De Montfort University (DMU) is an ambitious, globally minded institution with a clear focus on delivering high-quality teaching and research. A culturally rich university with a strong commitment to the public good, it strives to maintain a stimulating, innovative and inclusive environment where staff and students can thrive.

Faculty / Directorate

This is a really exciting time to be joining DMU. The People Services team has been through a period of change and we have several new roles available to support advancing our ambitious Empowering University strategy. Being part of a thriving and energetic team, you would join our new directorate and help us to deliver a key pillar of our university strategy, 'Empowering People’. Our role is to enhance our employee offer about leadership and management, reward and recognition, voice and experience, health and wellbeing, and to ensure our policies, processes and systems enable digital solutions, swift decision making, equal access and autonomy.

Role

As the People Services Support Manager, you will lead and manage our established People Services Hub and Operations team. Your primary responsibility will be overseeing the day-to-day operations of the University's People Services 'contact centre,' ensuring a seamless and efficient service delivery. This pivotal role focuses on enhancing the employee experience by providing a centralised point for all People Services related queries, thereby minimising the need to escalate issues to specialist areas unless necessary.

With a keen emphasis on customer service excellence, you will lead the team in delivering responsive, professional, and tailored support to managers, employees, and external stakeholders. Your role encompasses managing two service areas: the People Services Hub and People Operations, ensuring operational synergy and adaptability to meet peak demands. Additionally, you will drive continuous improvement initiatives, uphold statutory responsibilities, and foster robust stakeholder relationships to uphold service standards and meet strategic objectives.

Ideal Candidate

To excel in this role, you will need a proven track record of managing and delivering within a customer service-orientated environment, ideally within a similar contact centre or HR operational setting. Your ability to lead and motivate teams to deliver high-quality, customer-focused services will be paramount.

Experience in HR or people services operations, including familiarity with employment legislation and procedures, is highly desirable. Strong communication, interpersonal, and stakeholder management skills are essential, along with the ability to drive change and process improvements effectively. You will be a strategic thinker with a proactive approach to problem-solving and a commitment to delivering exceptional service standards. Additionally, you will demonstrate a collaborative mindset, the capacity to manage performance targets, and a commitment to promoting equality and diversity in the workplace.