HR Workforce Operations Partner

Band – min Contract for 6 months, renewal basis business needs

The Workforce Operations Partner role is central to managing daily HR operational activities with a focus on employee experience, stakeholder collaboration, and workforce initiatives across UK locations. This role requires expertise in employee relations, policy compliance, and change management to support a positive workplace culture and operational excellence.

The Workforce Operations Partner will play a critical role in building healthy partnerships across teams, positively impacting stakeholders, driving workforce initiatives, and ensuring excellence in people engagement and operational delivery.

• HR and ER Experience
  • 3–5 years of experience in HR, with a strong focus on employee relations.
  • Proven track record of handling high-volume ER cases such as grievances, disciplinaries, performance issues, and absence management.
  • Experience working in unionised environments or with collective agreements/employee forums is a plus.
  • Prior experience in fast‑paced, high-volume contact centre settings is highly valued.
  • Understanding of the operational dynamics of contact centres, including shift patterns, performance metrics, and employee engagement challenges.
• Legal and Policy Knowledge
  • Strong working knowledge of UK employment law, ACAS guidelines, and GDPR compliance.
  • Ability to interpret and apply internal policies consistently across teams.
• Skills and Competencies
  • Excellent conflict resolution, coaching, and communication skills.
  • Ability to manage sensitive conversations and maintain confidentiality.
  • Strong analytical skills for interpreting ER data and identifying trends.
  • A CIPD qualification is highly desirable.
  • Bachelor’s degree in Human Resources, Employment Law, Business Administration, Psychology, or a related field.

• Case Management & Advisory Support – Serve as the primary point of contact for employee inquiries and escalations related to operational processes, ensuring prompt and effective resolution. Collaborate with relevant stakeholders to analyze issues and address root causes.
  • Manage complex ER cases end‑to‑end, including disciplinary actions, grievances, performance issues, and long‑term sickness cases.
  • Provide expert guidance to line managers on handling sensitive employee matters, ensuring compliance with employment law and internal policies.
  • Draft and review outcome letters, investigation summaries, and formal documentation for hearings or appeals.
• Policy Interpretation & Compliance – Interpret and apply HR policies consistently across teams, especially in high‑volume, fast‑paced contact centre settings.
  • Ensure adherence to UK employment legislation and internal governance frameworks.
  • Support legal teams with documentation and preparation for Employment Tribunal cases if needed.
• Manager Coaching & Capability Building – Coach contact centre managers on ER best practices to build confidence and consistency in handling people matters.
  • Conduct training sessions for employees and managers on HR policies and processes, review account‑specific floor policies, and recommend or implement necessary changes.
  • Deliver training sessions or briefings on topics such as conflict