JOB DESCRIPTION Title Human Resources Manager – Geek Squad from Carphone Warehouse Department Human Resources Reporting to HR Director, CPWT (Functional); CEO, Geek Squad (Operational) Location: Acton (CPWT Building) Overview of Client Group Carphone Warehouse manages a staggering 5 million customer calls a year and the Contact Centres are now a major part of our business. We pride ourselves on offering excellent services for these customers as well as supporting the retail business by fulfilling all customer care and correspondence activity. As well as the well-known retail operation, Carphone Warehouse have now grown through their Telecoms operation (CPWT), with Opal Telecom offering both the Network Support and B2B telecoms service provision. The residential telecoms service, Talk Talk, has seen phenomenal growth since its inception and recently revolutionised the UK Broadband market by offering “Free Broadband Forever” CPWT are now setting up a joint venture with an American Electrical retailer, Best Buy, to replicate an IT Residential Support operation already run by Best Buy in the USA that will be both contact centre and field based. The operation is looking to begin with a pilot in the London area in early 2006 and now requires the formation of the senior team in order to set up the operation in conjunction with members of the Best Buy team who will be seconded to the UK Responsibilities Start Up • Key to this role is being involved at the start up process of the operation, working with the other senior team members in starting up the operation and ensuring that the CPW culture and ethos is entrenched in the business as it grows • The primary elements of the Start Up will be the recruitment of staff (see below) but also introducing key processes such as Performance Management, ensuring Policy formulation is in line with CPW Group policies and working with the operation to determine the most appropriate remuneration structures for roles within the operation • The Start Up team will be very small and a high degree of self-sufficiency, self-drive and pragmatism will be required Team • Initially this is a “stand alone” role which will require self-sufficiency in terms of admin etc. Once the operation expands, it is possible that HR Team members may be added. There will be on-going support from the CPWT HR Team as a whole • The role will be part of the overall ops team for the business and will be viewed first and foremost as part of the operation rather than a “separate HR function” Recruitment • At start up, to research and propose the Role profiles of key roles within the business, notably the Field Support roles and those based in the Contact Centre (location TBC – possibly Preston) • To drive and manage the recruitment of these roles (with assistance from CPWT Resourcing team for Contact Centre roles), identifying the most appropriate methodology to attract candidates and assess • Post Start Up, to work with the ops team to ensure headcount increase requirements can be met and put in place a consistent, “fit for purpose” recruitment process Performance Management • To proactively manage turnover and attendance and ensure that policy and practice are in line with Group Company guidelines and reflect the desired culture of the operation • To advise and work with the ops team managers to ensure that individual performance issues are dealt with in a timely fashion, professional and legal manner and to manage directly any escalated HR issues. • To work closely with the wider HR & training team to apply practical performance management solutions through the ops management team • To work closely with the ops team to identify and address potential disciplinary matters in a timely and effective manner. • To provide a balanced approach to issues of conduct or capability by ensuring that employees are treated with fairness and consistency in line with the Company culture and procedures. • To manage internal conflict and reduce the possibility of sensitive or discriminatory behaviour by managing the use of the grievance procedure. • To work closely with the Training function regarding Management Development and measurement. Training & Development • To work alongside both the operational Training team and CPWT L&D Team to identify current and future individual and team training needs and support in the provision of a range of training and development solutions. • To support and encourage the use of the training resources within the Company in line with operational and development objectives. • To implement and deliver HR training to the management teams. Leadership – To constructively challenge client group with the aim of implementing change where needed to support the interests of the company. – To act as a cultural role model by demonstrating the 5 fundamentals in your own behaviour and to influence managers in “best practice” processes. – Direction vision mission strategies & value – Alignment – Example & role model issues – Developing people at all levels – Effective communications – Change agents – Action in crisis and ambiguity – – Identify and prioritise issues and problems within the operation, leading to structured and appropriate solutions. – Work closely with direct line reports and other HR teams to ensure that wherever possible a “One Company” approach in practices and processes are maintained. Reporting • Production of weekly / monthly activity reports for the HR Director and CEO of Geek Squad within agreed time scales. • To provide relevant statistics and information as agreed with the Ops Management Team and the HRD. Measurables – Labour turnover rates including voluntary and rolling turnover – Level of absence and management of absence reporting – Recruitment numbers against the resourcing plan – Employee survey results (BackChat) – Exit interview completion – To ensure that HR within Geek Squad leads the way to in “leading edge” HR Strategies Person Specification The Successful candidate will be require to work in line with the “Values” of the HR Department: Trust - Open, direct communication, maintaining confidentiality Ownership - To complete the request or pass it on to be completed Quality - That all work is delivered to “delight” our customer Result aholic - Achievement and output is key, not the time in the office Passion & Pride - In all communication and interaction with your customers Team Work - Utilising the whole team to achieve results and learn Challenge - Seeking ways to enable ourselves to grow and excel ESSENTIAL DESIRABLE Work Experience – Previous HR experience within a similar role or environment – Someone who has worked in a dynamic, fast paced company – Experience of working in “self-sufficient” role – Experience of managing performance issues and disciplinary up to a Senior Manager level – Involvement in previous start up operation – HR Generalist with experience within CPW or similar operation – Customer service experience – Budget compilation – Change implementation & operational management experience – Exposure to tribunals – Experience of working with US company/culture EDUCATION AND QUALIFICATIONS – Good school qualifications to GCSE level/ A'levels – CIPD qualification (full membership) – Excellent knowledge and experience in HR legal compliance – Graduate Calibre Work Attitudes – Driven and enthusiastic about HR – Able to embrace change – Comfortable working with people at all levels of the business – Focused team player who is results orientated – Non-political influencer – Commercially focused and keen interest in the business results – Self starter – The role is extremely demanding and requires an independent person who is prepared to work with minimal supervision. SPECIAL SKILLS – Very strong planning and has ability to drive results – Strong coaching and mentoring skills – Good social skills – Strong financial – HR policy and principles COMMUNICATION – Ability to influence Dept Heads and Directors – Confident Presenter – Strong listening skills DISPOSITION – A self-starter that is highly motivated to work in a challenging environment. – Very strong “Can Do” approach to work Requirements / Info: Whilst based in Acton, the role will require nationwide travel (and potentially overseas travel during the start up stage). The role will be a member of the CPWT Senior HR Team, who meet formally on a monthly basis.