Case Management Advisor

​Position Description:

The purpose of this role is to support the delivery of excellent customer service and key HR case management processes. This role will contribute to the effective delivery of business objectives through proactive execution of HR case management support to the business

Key Performance Indicators

2.5% absence (0.8% LTA, 1.7% STA)

80% Customer Satisfaction

90% SLA Achievement

Coordinate and deliver HR Case Management support, focused on the resolution of cases, to support the sites Operations team to meet strategic objectives of the area (attendance; engagement).

Provide effective operational support for disciplinary actions, employee grievances, performance improvement and absence, including complex cases

Support line managers to perform disciplinary and grievance investigations and hearings, up to and including dismissal and appeal

Make recommendations on appropriate case outcomes through applying sound judgment and based on appropriate risk analysis.

Work directly with other functions, where required, to support data reporting

Build and maintain effective relationships with key stakeholders in the wider HR community and the business to ensure that service and process objectives are delivered efficiently

Support process improvement projects for the Case Management team

Undertake any other work as directed by their line manager in connection with their job as may be requested

Key Interactions

Production Leaders and Production Managers in the local area you support

Senior Trade Union in the local area you support

Area Attendance Leads

Site HR Business Partner team

Employee Relations and Engagement team

Skills Required:

Relevant previous experience in a similar role

Able to work accurately and with close attention to detail

Effective organisation and coaching skills, with the ability to engage and support managers

Capable of working to process deadlines and able to prioritise workload

Skills Preferred:

Good team player but also able to work using own initiative

Good communication skills, both within immediate team and with other department

Previous experience of data analysis and report writing would be beneficial, as well as the ability to deliver results consistently in a fast paced HR Contact Centre.

Experience of using ticketing systems and Sharepoint.

Experience Required:

An individual with a customer first mindset who is easy to do business with and makes people feel special, driven to deliver experiences that are personalised, transparent and dependable.

An individual who is results driven with the ability to deliver operational plans in a highly demanding environment

An individual with the ability to prioritise their work load

A good communicator with the ability to communicate complex ideas

An effective team player who supports team members

Experience Preferred:

Resilient and enthusiastic, an individual able to deliver results under pressure