HR Specialist

JOB BAND: D

CONTRACT TYPE: Permanent, Full-time

DEPARTMENT: HR

LOCATION: Office Base is Birmingham (This is a hybrid role and the successful candidate will balance office working with home working). Consideration may be given to base in London, Salford, Cardiff, Glasgow or Belfast

PROPOSED SALARY RANGE: Up to £53,000 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.

Purpose of the Role

Are you looking for your next leadership challenge within HR Shared Services? The BBC HR Helpdesk is seeking an experienced and inspiring leader to manage and develop a team of HR Advisors who provide vital front line HR guidance and support to employees and managers across the BBC. This role is key to ensuring the delivery of high quality, right first time advice across a broad range of HR topics, while creating an environment where colleagues can develop their capability, confidence and expertise. We are looking for someone with a passion for people leadership, coaching and continuous development, who can build a high performing team and foster a culture of service excellence. As the HR Helpdesk Lead, you will drive continuous improvement through the effective use of data, insight and emerging technologies, including AI, to enhance the colleague experience and improve operational performance. This is an exciting opportunity to shape the future of HR service delivery at the BBC, ensuring the Helpdesk remains a trusted, knowledgeable and innovative first point of contact for HR support across the organisation.

Why Join the Team

Join a team at the heart of the BBC's people experience and lead a highly visible service that supports colleagues and managers across the organisation. This is an exciting opportunity to develop a talented team while driving service excellence, innovation and continuous improvement. You'll play a key role in shaping the future of HR service delivery, using data, insight and emerging technologies, including AI, to create smarter and more effective ways of working.

Your Key Responsibilities and Impact

As an HR Specialist, you will lead and inspire a team of HR Advisers providing trusted HR guidance to managers and employees across the BBC. You will drive service excellence, develop team capability and use data and insight to continuously improve the effectiveness of the Helpdesk. In addition to managing a high performing operation, you will oversee complex and confidential case escalations across a range of HR topics, ensuring consistent, accurate and customer focused outcomes. Through your leadership, you will help shape the future of HR service delivery at the BBC.

• Lead, coach and develop a high performing team of HR Advisers, creating an inclusive and engaging environment that builds capability, confidence and expertise.
• Drive operational excellence by ensuring the consistent delivery of accurate, timely and right first time HR advice, meeting service standards and enhancing the customer experience.
• Use data, insight and feedback to monitor performance, identify trends and risks, and drive informed decision making and continuous improvement across the Helpdesk service.
• Champion innovation and efficiency, leveraging technology, automation and emerging AI solutions to improve service delivery, simplify processes and increase productivity.
• Foster a culture of collaboration, accountability and service excellence, working in partnership across BBC People to support organisational priorities, change initiatives and the evolving needs of the business.

Your Skills and Experience Essential Criteria

• Experienced in leading, coaching and developing HR operations/shared services teams in customer focused environments.
• Strong knowledge of the employee lifecycle and HR processes, delivering advice and support across diverse HR topics.
• Proven ability to build relationships and manage priorities within large, complex matrix organisations.
• Track record of delivering excellent customer service and operational performance in high volume environments.
• Skilled in using KPIs, SLAs, data, reporting, HR systems and AI driven tools to improve service delivery and drive continuous improvement.
• Resilient, proactive and solution focused, with experience leading teams through change while managing multiple priorities effectively.
• Credible and collaborative communicator who builds stakeholder trust, demonstrates emotional intelligence, and develops capability in others.

Desirable

• MCIPD or equivalent professional qualification (Level 7), or equivalent knowledge and experience.
• Experience of working with People systems, such as SAP, SuccessFactors or other HR case management and service delivery platforms.
• Experience and/or accreditation in mediation, coaching or facilitation.
• Experience of designing and delivering training, coaching or knowledge sharing initiatives to build team capability and performance.
• Experience of working within a complex, unionised or highly regulated environment.

Disclaimer

This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved.

Benefits

• Fair pay and flexible benefits including a competitive salary package, a flexible 35 hour working week, 25 days annual leave with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care and gym.
• Excellent career and professional development.
• Support in your working life, including flexible working which you can discuss with us at any point during the application, selection or offer.
• A values based organisation where the way we do things is important as what we do.
• Benefits may vary if you are joining on an FTC basis or on an orchestra conditions contract.

Diversity, inclusion & belonging strategy

We have a working environment where we value and respect every individual's unique contribution, so all our employees feel that they can belong, thrive and achieve their full potential.

We want to attract the broadest range of talented people to join us. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity.

We welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio economic background, religion and/or belief.

Disability confident

We are a disability confident employer. If you need to discuss adjustments or access requirements for the interview process, or to carry out this role, please contact us via email and we'd be happy to discuss:

BBC Group and Public Services, Broadcasting House, Portland Place, London, United Kingdom, W1A 1AA. BBC Studios Distribution Limited, company no: , registered address: 1 Television Centre, 101 Wood Lane, London, United Kingdom W12 7FA.