Service Centre Manager
Salary: £64,957 - £68,376
Contract: 6 to 12 month fixed-term contract, Full time (35 hours per week)
Location: Ealing office base with hybrid working
About us
We are one of the UK’s leading housing associations. Our vision is to improve people’s lives through high-quality homes and services.
We operate across London and southern England, providing affordable, private and social rented homes, student, NHS and temporary accommodation, as well as supported housing and homes for older people. We also offer high-quality sustainable homes for sale and shared ownership, available through our FABRICA by A2Dominion brand.
Whilst we take a commercial approach to house building, all the profits the Group generates are reinvested into supporting our social purpose, helping to deliver more homes and services for customers.
About the role
As the
Service Centre Manager , you will be responsible for overseeing the efficient delivery of people support services across the entire employee lifecycle, ensuring a high-quality, customer-centric approach. Leading a team focused on People Services administration, employee services, and HR systems support, the People Support Manager will play a key role in enhancing the employee experience. They will work collaboratively with HR business partners, payroll and leadership to ensure seamless service delivery and process efficiency. More about the role Leadership & Team Management:
Lead, manage, and develop the People Support team, ensuring effective support is provided to employees and managers. Set clear performance goals, monitor progress, and offer coaching and development opportunities to promote high levels of employee engagement and service delivery. Manage team workloads to ensure the timely delivery of people services while maintaining consistent service standards. Process Management:
Oversee the end-to-end delivery of people administrative services, including onboarding, payroll and employee lifecycle events (such as promotions, transfers, leave), and exits. Ensure accurate employee records, processes, and data are maintained by the people support team in compliance with data protection regulations and best practices. Oversee the invoicing process related to People Services, ensuring accurate and timely invoicing services. Continuous Improvement & Efficiency:
Lead initiatives aimed at improving processes, increasing operational efficiency, and enhancing the employee experience. Identify opportunities to streamline HR systems, processes, and workflows to reduce administrative burden and improve service delivery. Implement new solutions (e.g., HRIS systems) to automate tasks, track performance, and provide valuable insights for decision-making. Employee Services:
Ensure a high-quality, responsive service for employees, addressing queries on policies, benefits, leave, payroll, and other HR-related matters. Ensure clear and consistent communication regarding HR policies, updates, and procedures to all staff. Foster a culture of continuous learning and development within the people support team to maintain up-to-date knowledge and skills. Compliance & Reporting:
Ensure people support practices comply with UK employment law, housing sector regulations, and housing association policies. Prepare regular reports for leadership and key stakeholders on service delivery metrics, employee trends, and areas for improvement. Contribute to HR audits and ensure adherence to internal controls and quality standards. More about you Educated to GCSE level or equivalent in English (Grades A*-C). A strong understanding of UK employment law and HR best practices. Demonstrated experience in an HR shared services role, managing HR processes for large teams, ideally within housing, public sector, or similar industries. Experience in managing or leading an HR team, with a solid understanding of HR operations, policies, and best practices. In-depth knowledge of HR systems and tools. Proven experience of various HR systems and ability to quickly adapt to new technology including strong knowledge of Microsoft packages. Experience with Zellis HRIS system (Desirable). Excellent communication skills, with the ability to explain complex HR policies in an accessible and engaging way. CIPD (Chartered Institute of Personnel and Development) Level 5 or equivalent qualification in HR management (Desirable). Choosing us is easy As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. We offer a wide range of staff benefits. For this role, these include: - 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service - Up to 8% contributory pension - Flexible working - Investment in your learning and development. If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request: resourcing@a2dominion.co.uk A2Dominion Group is a Disability Confident Employer which means that we are committed to employing disabled people and will: actively look to attract and recruit disabled people, provide a fully inclusive and accessible recruitment process, offer an interview to disabled applicants who meet the minimum criteria for the job, be flexible with assessing people so disabled applicants have the best opportunity to demonstrate that they can do the job, make reasonable adjustments as required. At A2Dominion Group, we recognise the positive value of diversity, promote equality and inclusivity in our hiring processes. We always aim to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions, and beliefs. Meeting the role requirements We recognise that some females will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our recruitment team to discuss your application further at resourcing@a2dominion.co.uk A2Dominion are proud to be a family friendly employer. Everyone is welcome at A2Dominion Group. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong. Find out why our people love working with us. Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.
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Service Centre Manager , you will be responsible for overseeing the efficient delivery of people support services across the entire employee lifecycle, ensuring a high-quality, customer-centric approach. Leading a team focused on People Services administration, employee services, and HR systems support, the People Support Manager will play a key role in enhancing the employee experience. They will work collaboratively with HR business partners, payroll and leadership to ensure seamless service delivery and process efficiency. More about the role Leadership & Team Management:
Lead, manage, and develop the People Support team, ensuring effective support is provided to employees and managers. Set clear performance goals, monitor progress, and offer coaching and development opportunities to promote high levels of employee engagement and service delivery. Manage team workloads to ensure the timely delivery of people services while maintaining consistent service standards. Process Management:
Oversee the end-to-end delivery of people administrative services, including onboarding, payroll and employee lifecycle events (such as promotions, transfers, leave), and exits. Ensure accurate employee records, processes, and data are maintained by the people support team in compliance with data protection regulations and best practices. Oversee the invoicing process related to People Services, ensuring accurate and timely invoicing services. Continuous Improvement & Efficiency:
Lead initiatives aimed at improving processes, increasing operational efficiency, and enhancing the employee experience. Identify opportunities to streamline HR systems, processes, and workflows to reduce administrative burden and improve service delivery. Implement new solutions (e.g., HRIS systems) to automate tasks, track performance, and provide valuable insights for decision-making. Employee Services:
Ensure a high-quality, responsive service for employees, addressing queries on policies, benefits, leave, payroll, and other HR-related matters. Ensure clear and consistent communication regarding HR policies, updates, and procedures to all staff. Foster a culture of continuous learning and development within the people support team to maintain up-to-date knowledge and skills. Compliance & Reporting:
Ensure people support practices comply with UK employment law, housing sector regulations, and housing association policies. Prepare regular reports for leadership and key stakeholders on service delivery metrics, employee trends, and areas for improvement. Contribute to HR audits and ensure adherence to internal controls and quality standards. More about you Educated to GCSE level or equivalent in English (Grades A*-C). A strong understanding of UK employment law and HR best practices. Demonstrated experience in an HR shared services role, managing HR processes for large teams, ideally within housing, public sector, or similar industries. Experience in managing or leading an HR team, with a solid understanding of HR operations, policies, and best practices. In-depth knowledge of HR systems and tools. Proven experience of various HR systems and ability to quickly adapt to new technology including strong knowledge of Microsoft packages. Experience with Zellis HRIS system (Desirable). Excellent communication skills, with the ability to explain complex HR policies in an accessible and engaging way. CIPD (Chartered Institute of Personnel and Development) Level 5 or equivalent qualification in HR management (Desirable). Choosing us is easy As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. We offer a wide range of staff benefits. For this role, these include: - 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service - Up to 8% contributory pension - Flexible working - Investment in your learning and development. If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request: resourcing@a2dominion.co.uk A2Dominion Group is a Disability Confident Employer which means that we are committed to employing disabled people and will: actively look to attract and recruit disabled people, provide a fully inclusive and accessible recruitment process, offer an interview to disabled applicants who meet the minimum criteria for the job, be flexible with assessing people so disabled applicants have the best opportunity to demonstrate that they can do the job, make reasonable adjustments as required. At A2Dominion Group, we recognise the positive value of diversity, promote equality and inclusivity in our hiring processes. We always aim to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions, and beliefs. Meeting the role requirements We recognise that some females will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our recruitment team to discuss your application further at resourcing@a2dominion.co.uk A2Dominion are proud to be a family friendly employer. Everyone is welcome at A2Dominion Group. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong. Find out why our people love working with us. Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.
#J-18808-Ljbffr
