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
As a key member of the People Services Support Hub, the People Support Coordinator will act as the first point of contact for employees, candidates, 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 agreed and managed by the People Support Team Leader 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. This is a part time role (18.5 hours per week, across 3 days) offered as maternity cover for up to 12 month or upon return of the post-holder.
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 recruitment and onboarding activities, acting as first point of contact for recruiting managers, coordinating advertising, supporting DBS and pre employment checks, and working collaboratively to ensure a positive candidate experience.
• 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 an strong understanding of the employee lifecycle and the ability to interpret policies and translate them into clear, practical guidance that is accessible to a wide range of colleagues.
Professional and solutions focused, you’ll communicate effectively and adapt confidently to changing priorities. A commitment to equality, inclusion, and positive employee experiences is key, along with alignment to the University’s values of being collaborative, compassionate, creative and community-minded.
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.
For further details about the role, please refer to the Job Description and Person Specification which can be accessed here.