Job Description

About The Role

Role summary:

Reporting into the Head of Pay & People Services, the purpose of this role is to provide leadership and operational management of the Flexible Worker Human Resources team (Employee Relations and Employee Services), ensuring the delivery of a high-quality, professional, and efficient HR service to NHS Professionals' flexible workforce and client NHS Trusts.
The role will focus on effective people management, strong client relationships, and driving the performance and development of the function.

Location

:

Any location considered

Full time; 37.5 hour per week.

As a qualified HR and ER subject matter expert, you will guide the team on complex casework and best practice, ensuring the consistent and fair application of policies. You will foster effective stakeholder engagement and build team capability, enabling excellent service delivery to Flexible Workforce Members and client NHS Trusts while supporting NHS Professionals' wider strategic objectives.

This is an operational role that requires someone with shared service leadership skills, including use of new technologies such as the creation of AI agents, systems improvement (particularly the use of case and contact management systems) and business process ownership.

Skills/Responsibilities:

Team Leadership & Development

Lead, manage, and develop the Bank Member HR team, ensuring balanced allocation of workloads, timely delivery of objectives, and consistently high-quality outcomes in line with agreed SLAs. Act as the team's ER subject matter expert, providing guidance on complex cases and modelling best practice to build technical confidence across the team. Coach, mentor, and guide team members to build capability, support career progression, and embed professional best practice. Lead the performance cycle, including performance development reviews (PDRs), regular 1:1s, and tailored development plans. Foster a positive, high-performing team culture that drives engagement, collaboration, and accountability. Set clear KPIs and ensure Senior HR Advisors are equipped and supported to manage and develop their own direct reports effectively.
Develop knowledge and expertise across the team of NHS policies and practices in HR/Workforce and Quality/Clinical Governance

Client & Stakeholder Relationships

Act as the escalation point for client NHS Trusts on flexible workforce ER issues, ensuring timely resolution, effective communication, and collaboration Build and sustain strong, trust-based partnerships with Trust stakeholders, promoting confidence in NHS Professionals' HR service Work closely with regional Client Services teams to understand Trust requirements and deliver responsive, solution-focused ER support in line with standardised service level agreements Collaborate with Clinical Governance colleagues to ensure alignment of practices and present a unified approach to clients. Provide thematic analysis of ER cases to identify themes and trends, using insights to proactively support Trusts in managing Flexible Workers and creating the conditions for them to thrive at work. Partner with the People Manager - Customer Success to review wider case trends and implement self-service tools and automation, reducing case volumes and improving efficiency.

Operational Management

Oversee day-to-day management of HR cases for bank members, including absence, grievance, disciplinary, and conduct issues. Ensure consistent, fair, and policy-compliant case outcomes that align with best practice and NHS Professionals' values. Monitor team performance, caseloads, and service delivery standards, ensuring operational efficiency. Analyse casework data and produce reports to identify trends, risks, and opportunities for service improvement. Draft and present team performance data, casework trends, and insights at senior leadership meetings and workforce committees, providing evidence-based input to shape strategic priorities and decision-making. Work collaboratively with Clinical Governance colleagues, providing mutual support on complex cases and regulatory issues, and assisting with disciplinary processes where appropriate. Work closely with the Senior Employee Relations Manager and Senior Employee Relations Advisor on policy interpretation and development and to support litigation cases. Escalate high-risk cases to the Senior Employee Relations Manager and Senior Employee Relations Advisor for input and oversight.

Policy, Compliance & Continuous Improvement

Ensure consistent application of employment law, NHS Professionals' HR policies, and equality, diversity and inclusion commitments across bank workforce cases. Ensure that risk is appropriately managed and that assurance mechanisms are in place to oversee professional, legal and compliance standards Drive the implementation of restorative practice in all policies and processes Identify opportunities to improve HR processes, systems, and ways of working, ensuring best practice and efficiency Contribute to the review and development of HR policies relevant to bank workforce issues Continuously improve systems and processes, using new technologies where possible to enable automation and self-service Work with IT and Business Process colleagues to capture business process change requirements and move through the continuous improvement pipeline

About The Candidate

To be successful in this post you will need to demonstrate the following;

CIPD Level 5 or equivalent HR qualifications / experience Strong knowledge of HR best practice and employment law (relates to bank/flexible workers) Significant HR operational experience, preferably within a large, complex organisation Experience of managing am HR/ER team including workload allocation and performance management Evidence of building effective working relationships with senior managers and external stakeholders Experience / Knowledge of flexible worker contracts or similar non-standard contractual arrangements Proven track record of advising on complex HR/ER issues Experience in process and system optimisation Excellent written and verbal communication skills Strong stakeholder management skills Ability to mange high workloads and prioritise in a high volume, fat paced environment Strong understanding of ER processes and case management Ability to analyse data and produce reports to identify trends Proficient in MS Office applications

About Us

In return for your commitment, we will offer you some fantastic benefits:

Generous annual leave allowance with the ability to buy and sell

- 27 days per year, plus bank holidays

A commitment to talent management & development

Values Star of the Month!

- Our star of the month award enables you to recognise colleagues or teams that have gone the extra mile and they could win 100 worth of shopping vouchers

Pension

- We'll contribute up to 10% towards your pension if you join our stakeholder pension scheme

Life Assurance

Group Income Protection

Wellbeing Programme

Employee Assistance Programme

Employee Engagement & discounts platform

About Us:

NHS Professionals (NHSP) run the largest NHS flexible staff bank, placing highly skilled temporary workers in NHS Trusts to meet their short, medium and long-term needs. Uniquely we are owned by the Department of Health and Social Care and we therefore reinvest any surplus we make directly back into the NHS.



NHSP is committed to being an inclusive employer of choice, working with a variety of partner organisations which provide valuable insights and best practice. We are accredited as a

Top Employer

by the Top Employers Institute and recognised as one of the

Sunday Times Best Places to Work

. As part of our ongoing commitment to equity, diversity and inclusion, we have been awarded the

Race Equality Code

Quality Markand are a signatory of

Disability Confident

,

Menopause Pledge

and

Mental Health at Work Commitment

.

Equality, Diversity & Inclusion (EDI)

As part of our commitment to EDI, as well as having a number of related staff support networks and calendar of activities, NHS professionals is also working to the following aims:

To ensure we become an inclusive recruiter of choice, encompassing a fully diverse workforce, which truly reflects society*
To proactively embed the EDI agenda, in a meaningful way, in all that it does*
To ensure we create a psychological safe environment in which everyone can thrive and be at their best*
To actively support and Include disabled people as part of our commitment to the Disability Confident scheme, including offering an interview to applicants to meet the minimum criteria and choose to apply under the scheme.*


We particularly welcome applications from people from minority groups and will provide support to ensure an equitable process.