ER Service Delivery Manager

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Internal Firm Services - Other

Management Level

Manager

Job Description & Summary

About the role:

The Employee Relations Service Delivery team manages formal employee relations casework across the UK firm, using Navex to maintain accurate case records. As an Employee Relations Service Delivery Manager, you’ll provide pragmatic advice and oversee complex matters involving conduct, grievances, performance, appeals, health and wellbeing. 

Based in Birmingham, Manchester or London, you’ll build trusted relationships across the business and People teams, support restructuring and TUPE activity, and help improve case management quality. This role suits an experienced employee relations professional who combines current UK employment law knowledge with strong judgement, clear communication and high-quality documentation.

 

What your days will look like:

 

You’ll manage complex employee relations matters from initial advice through to resolution, while supporting stakeholders and improving service delivery. 

 

• Lead investigations, disciplinary matters, grievances, appeals, performance and health and wellbeing cases end to end. 

• Advise stakeholders on employment policies and UK employment law, balancing risk with practical business outcomes.

• Produce clear investigation reports, outcome letters and case documentation, maintaining timely records in Navex.

• Support TUPE, redundancy and other People projects, and coach ER Service Delivery Advisers on case management.

 

This role is for you if:

• You have proven employee relations experience, including end-to-end handling of complex cases and investigations.

• You have up-to-date knowledge of UK employment law and can interpret policy to provide pragmatic, commercial advice.

• You can produce high-quality written documentation and communicate effectively with stakeholders at all levels.

• You can manage competing priorities, sensitive information and confidential data in line with GDPR requirements.

• You can work independently, use case management or similar systems, and quickly assimilate information from multiple sources.

• Must possess a CIPD qualification (or an international equivalent) or have equivalent work experience. This includes international candidates who qualify through experience in their home country.

What you’ll receive from us

No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions. We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more. 

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, AI Fluency, AI-Human Collaboration, Analytical Thinking, Coaching and Feedback, Communication, Complaint Management, Confidential Information Handling, Conflict Resolution, Contract Dispute Resolution, Contract Interpretation, Creativity, Developing Policies and Guidelines, Digital Tooling, Disciplinary Procedures, Embracing Change, Emotional Regulation, Empathy, Employee Data Management, Employee Relations, Employee Relations Program Development, Employee Surveys, Employee Terminations {+ 17 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date