BT Case Management Triage Consultant in South Shields, United Kingdom

Case Management Triage Consultant - Human Resources

South Shields, Newcastle upon Tyne

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

We want to be recognised as a centre of expertise for HR Services and as a brilliant global team, giving our colleagues support and advice they can trust.

By partnering with business units across BT, we can help them deliver the right customer experience by creating the conditions for the right employee experience, by making BT a place where great people can do brilliant things as part of a dynamic business.

What you'll be doing

  • Developing and maintaining excellent relationships with stakeholders and relevant key contacts across BT and UKCM.

  • Coach and upskill line managers to improve the employee experience by improving and developing their capability in every customer contact.

  • Identifying opportunities to improve the efficiency of UKCM and reduce our cost to serve.

  • Minimising any risk of employment tribunals and impact to our brand by calling out any poor practice in the moment.

  • Constructively challenging my own mind-set, and that of my team, colleagues and stakeholders.

  • Managing my cases and other work so the service I provide is delivered in a timely manner.

  • Challenging line managers who do not meet my expectations through in the moment feedback and escalations.

  • Offering expert advice and brilliant solutions to cases, managing them to the most appropriate resolution

  • Knowledgeable of employment law and the ACAS codes that underpin policies, seeking advice as appropriate.

We'll also need to see these on your CV

  • Some relevant experience in a similar role within a HR team.

  • Competent with Microsoft Office, or willing to improve these skills.

  • Interpersonal, stakeholder engagement and stakeholder management skills.

  • Ability to present, communicate and negotiate effectively with my customers.

  • Demonstrate commercial awareness of the business units that I support.

  • Knowledge and experience in HR issues covering a breadth of activities and processes.

Why choose us?

This is a junior level role within HR and could be a great stepping stone for an individual looking to build up a career in this area.

Corporate Functions help deliver our strategy and plans for growth. We shape and steer the direction of the business by managing our people, finances, shared services and buildings. We also oversee our legal, regulatory and compliance obligations too.

BT offer a structured career ladder recognising and rewarding strong performance. We offer great development and learning opportunities to help round out your skillset and progress in the way that is best for you.

We offer a strong benefits package, including free broadband, TV and Sport for all employees, an on target bonus scheme, discounted share schemes, a pension scheme and much more.

If you feel that you fit the bill in terms of skillset, attitude and ambition, we are keen to hear from you!


We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

To Be Defined

Job: HR Generalist

Title: Case Management Triage Consultant

Location: GBR %26 Ireland-GBR-Newcastle upon Tyne-South Shields

Requisition ID: 97187