Main duties and responsibilities
De Montfort University (DMU) is an ambitious, globally-minded institution with a strong focus on delivering quality teaching and learning and a campus-wide focus on providing a sector-leading student experience. As a culturally rich university with a deep commitment to the public good, the DMU community strives to maintain a stimulating and inclusive environment where staff and students are able to thrive. The University prides itself as being a vibrant, multicultural hub of learning, creativity and innovation.
Directorate
You will be joining the People Services Support (Hub) team who provide first line support to employees across DMU, triaging and resolving people related enquires. Working as part of the wider People Services function, we collaborate closely with subject matter experts across the service to ensure colleagues receive a seamless, high quality, and people centred experience.
Role
For this role, there is a range of hours available from 13 – 18.5 hours per week as a permanent job share arrangement.
As a key member of the People Services Support Hub, the People Support Coordinator will act as the first point of contact for employees, internal and external stakeholders, providing clear, timely, and customer focused advice across a broad range of people related enquiries. As the front door to People Services, the role is central to delivering a responsive and high quality service through a variety of channels, including telephone, face to face and the self service ticketing system.
The role operates on a rota to ensure consistent on campus service delivery. Approximately 80% of the role will be campus based, supporting a visible, accessible and high impact People Services presence.
Key responsibilities include:
• Own and resolve employee and manager enquiries end to end, ensuring timely, satisfactory outcomes, effective escalation where required, and adherence to service level agreements.
• Manage and continuously improve service delivery by analysing query trends and maintaining, creating and updating scripts, FAQs and People Services intranet pages to drive ongoing service improvement.
• Support and develop colleagues and processes, including coaching team members, handling complex escalations and maintaining HR records.
We’re seeking a detail oriented, customer focused People Support Coordinator who enjoys working in a fast paced, service led environment. You may bring experience from a customer facing HR or People Services role, along with a strong understanding of the employee lifecycle and the ability to interpret policies and translate them into clear, practical guidance, accessible to a wide range of colleagues.
Experience in Higher Education or the public sector is desirable, as is familiarity with HR/SAP systems and to be CIPD qualified or working towards.
To view the job description and person specification, please click here.
Further Information
You will be employed by Innovative Educational Partnerships Ltd (IEPL), trading as DMU People, a wholly owned subsidiary of De Montfort University (DMU). As a DMU People employee, you will receive the pay, pension, annual leave, and benefits package applicable to DMU People colleagues. Your employment will also be governed by the relevant DMU People policies and procedures.
For further information about the benefits available to DMU People employees, please click here.