{"id":3748490,"url":"https://alion.io/job/greene-king-employee-relations-helpdesk-manager","title":"Employee Relations Helpdesk Manager","company":{"id":4869,"name":"Greene King","domain":"greeneking.co.uk","url":"https://alion.io/company/greeneking","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":496,"ghost_share":0,"stale_share":0.982,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Burton upon Trent, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-04T11:56:33Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-11T11:40:45Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Employee Relations Helpdesk Manager\nBurton on Trent (hybrid 50/50)\nJoin us at Greene King the country's leading pub company and brewer, where our mission is to pour happiness into lives and become the pride of great British hospitality. We have something special, deeply rooted in our 220-year brewing and pub history, creating the business we are proudly known for today. Still today our 39,000 strong team are the guardians of what’s wholly British, the pub experience.\n We are looking for an Employee Relations Helpdesk Manager to lead our People Experience Team, providing timely, accurate and colleague-focused support across the employee relations lifecycle. You'll be responsible for ensuring a multi-channel service that supports colleagues and managers, whilst protecting the business through consistent and compliant ER practices.\n In your role as Employee Relations Helpdesk Manager you will:\nLead daily service delivery across calls, cases and digital channels, ensuring timely resolution of colleague and manager queries.\nOwn service standards, case allocation and escalation processes, driving accountability and high-quality outcomes.\nManage operational performance through regular stand-ups, performance reviews and proactive risk management.\nForecast demand using service data, contact volumes, case complexity and workload trends.\nMonitor workflow and resource allocation in real time, making adjustments to protect service levels and reduce backlog.\nProduce and analyse performance reporting, identifying trends, risks and opportunities for improvement.\nTrack and improve key service measures including response times, first-contact resolution, case quality and colleague satisfaction.\nLead continuous improvement initiatives to reduce repeat contact, improve efficiency and enhance colleague experience.\nLead, coach and develop Team Leaders, promoting a culture of accountability, engagement and high performance.\nEmbed robust quality assurance, coaching and knowledge management practices across the team.\nEnsure helpdesk guidance and knowledge articles remain accurate, approved and up to date.\nMaintain confidentiality, data protection standards and appropriate governance controls.\nBuild strong relationships with People Operations, People Experience Partners, Data & Reporting teams and wider business stakeholders.\nWhat you'll bring\nExperience managing a contact centre, helpdesk or shared services operation across telephone and digital channels.\nProven people leadership experience including coaching, performance management and team development.\nStrong workforce planning capability, including forecasting, rota management and resource deployment.\nExperience managing operational performance metrics, service quality and escalations.\nAbility to analyse data, develop reporting requirements and translate insight into operational improvements.\nExperience driving process improvement and change initiatives across multiple stakeholder groups.\nConfidence using telephony systems, case management platforms, reporting tools and Microsoft 365.\nHR Shared Services or People Operations experience would be advantageous.\nRelevant operational management qualifications are desirable, although equivalent experience is equally valued.\n You’ll receive a competitive salary, pension contribution as well as:\nThe chance to further your career across our well-known brands and with our award-winning apprenticeship programmes.\nA 33% discount for you and 15% discount for your loved ones on all of our brands.\nFree employee assistance program available for you and your family.\nA 50% discount for you and 25% discount for your loved ones at our Greene King Inns and hotels.\nRefer a Friend scheme offering up to £1,500 for successful referrals.\nWagestream giving you access to your wages before payday.\nRetail discounts with many high street brands","description_format":"text","description_chars":3861,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Brewing & Beer","Catering & Food Services"],"lifecycle":[{"event":"open","at":"2026-11-04T14:24:16Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Licensed UK visa sponsor (Skilled 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