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ER Helpdesk Team Leader

Contract type

Fixed Term, Secondment


HR Including all specialist functions



Role: Employee Relations Helpdesk Team Leader Function: HR Location: Dunstable, Bedfordshire. Employment Type: 8-month FTC, full time

Role: Employee Relations Helpdesk Team Leader

Function: HR

Location: Dunstable, Bedfordshire.

Employment Type: 8-month FTC, full time


We have an exciting opportunity for a fixed term ER Helpdesk Team Leader, based at our Support Centre in Dunstable, Bedfordshire. As the ER Helpdesk Team Leader, you will play a critical role by providing an excellent service to our Operational Management teams, improve Employee Relations outcomes and provide leadership and guidance to the Employee Relations advisors.  

We are the UK's leading hospitality company, a FTSE 100 organisation with employees worldwide. Owning successful brands such as Premier Inn and hub by Premier Inn, we have over 800 hotels and over 76,000 rooms across the UK, Germany and the Middle East. We are also proud to own over 420 restaurants across the UK including Beefeater, Brewers Fayre and our newer brands Bar + Block and Cookhouse & Pub. We have exciting plans to deliver our strategy that innovates and grows our core UK and international business, always keeping our customers at the heart of what we do.


What you will be doing:


  • Provide an excellent ER Helpdesk service to our Operational Management teams and improve Employee Relations outcomes by delivering high quality, commercial Employee Relations advice which enables business goals, champions Whitbread values and supports our organisational goal to be an employer of choice
  • Being an integral part of the Employee Relations Team and Helpdesk
  • To support the ER Delivery Manager by escalating high risk issues to enable responsive support
  • To provide robust insight to the HR Leadership teams/HR community based on accurate data to ensure well informed decisions are made
  • Lead and coach the team to ensure advice based on a combination of employment law, Company policy, commercial awareness and business requirements through a good understanding of how the business operates, a strong understanding of the circumstances in the case, Company policy and all aspects of UK employment law
  • Build credibility, rapport and trust with all Managers that contact the Helpdesk
  • Ensure high risk/immerging issues are escalated to the ER Delivery Manager when the team identify risk or flaws in the process
  • Work in partnership with the ER Delivery Managers to support the provision of information on ER activity within the brands and provide centralised support for brand changes
  • Support with complicated cases including consultation, settlement agreements and TUPE where necessary
  • Build helpdesk performance culture through strong management of the quality and consistency of the support provided to the business via call quality and monitoring


 Why we’d love you to apply:


  • Strong experience and knowledge of ER and Employment Law within a fast-paced commercial environment   
  • Significant professional experience within an ER or HR position
  • Experience of coaching and advising on a large national scale 
  • Experience of managing a helpdesk or team on a high volume and reactive environment 
  • Ability to multitask and prioritise while working in a fast-paced environment 
  • Brilliant interpersonal skills with the ability to build strong relationships with internal customers and key stakeholder including Operational Managers and HRBPs
  • Ability to track and report and interpret data to identify risks and opportunity for the overall HR agenda 
  • Good leadership qualities and experience


In return, we will offer you:


  • A market competitive base salary 
  • A collaborative work culture that focuses on enabling your success and continuing your personal development
  • A genuine flexible working policy
  • Individual BUPA healthcare
  • Optional contributory pension matched up to 10%
  • Free parking across our Head Office campus
  • Up to 25% discount off our brands
  • Perks at work

Whitbread is an inclusive employer, strongly believing that everyone is unique and there should be no limits to ambition. We welcome your application whatever your background or situation. We are open to flexible working and, where possible, will try to support this.

Job ref:



24 Sep 2020

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