Team Leader ASK HR

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About the role

• The HR Ops. Team Lead will supervise a team responsible for delivering people processes and practices, including payroll programmes, HRIS management, employment-related data analysis, employee relations, employment practices and procedures, and recruitment support.

  This role requires 5 days of work from the office (WFO) and working in UK shifts.

The HR Ops. Team Lead will supervise a team responsible for delivering people processes and practices, including payroll programmes, HRIS management, employment-related data analysis, employee relations, employment practices and procedures, and recruitment support.

This role requires 5 days of work from the office (WFO) and working in UK shifts.

What you’ll be doing

• Team Leadership & People Management
• Lead, coach and develop a team of approximately 12 HR Advisors supporting UK colleagues over chat & cases
• Conduct regular performance reviews, coaching sessions and development discussions.
• Foster a culture of accountability, collaboration and continuous improvement.
• Manage attendance, leave, workforce planning and business continuity arrangements.
• Support colleague engagement, wellbeing and retention within the team.

UK ASK HR Case & Chat Operations

• Manage the day-to-day delivery of ASK HR Case Management and Live Chat services for UK colleagues.
• Ensure achievement of service levels, quality standards and operational targets.
• Monitor case queues, backlogs, ageing and workload distribution.
• Drive improvements in productivity, first-contact resolution and colleague experience.
• Act as an escalation point for complex, sensitive and high-risk employee cases.
• Maintain operational readiness for policy, process and system changes.

Service Delivery & Operational Excellence

• Monitor and report on key service metrics including SLA, quality, productivity and customer satisfaction.
• Identify service risks and implement mitigation plans.
• Drive continuous improvement initiatives to enhance operational performance.
• Work closely with HR SMEs, COEs and Service Delivery teams to resolve process issues and improve service outcomes.
• Support operational governance and business reviews.

ServiceNow Case Management

• Ensure effective utilisation of ServiceNow for case management activities.
• Support testing, process improvements and implementation of service enhancements.
• Monitor system-related issues impacting service delivery and drive resolution.
• Champion best practice usage across the team.

Essential Skills / Experience

Essential

• Previous Team Leader or People Manager experience.
• Experience managing teams within HR Shared Services, Employee Services, Contact Centres or Service Delivery environments.
• Strong experience managing case management and live chat operations.
• Proven ability to lead teams in a fast-paced, high-volume environment.
• Strong coaching, performance management and people leadership skills.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving capability.
• Experience managing SLAs, KPIs, quality and customer satisfaction measures.
• Ability to manage escalations, competing priorities and operational risks.
• Experience using ServiceNow or similar workflow/case management systems.

Desirable Skills / Experience

Preferred

• Any Graduation
• Post Graduation / MBA / Diploma in HR preferred
• Experience supporting UK HR Services / customer service.
• Experience within HR Operations or Employee Services.
• Lean, Continuous Improvement or Six Sigma exposure.
• Workforce Management or Resource Planning experience.

Role Expectations

• UK shift working hours.
• 5 days per week office-based.
• Responsible for leading a team of approximately 10+ advisors.
• High-pressure, high-volume operational environment.
• Strong focus on service delivery, colleague experience, quality and operational performance.
• Regular engagement with senior stakeholders and cross-functional teams
• MBA in HR or any qualification in HR

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.