Zenith Advisory Partners

We are looking for a HR Business Partner to join our Human Resources department, reporting to the Head of HR and People. As an HR Business Partner, you will act as a trusted advisor to managers and senior leaders, driving HR initiatives that align with business objectives. You will lead on HR projects, ensure compliance with employment legislation, and optimise HR systems to deliver efficient and accurate processes. Key Responsibilities Partner with managers across the business to provide expert HR guidance and support throughout the entire employee lifecycle. Lead strategic HR projects, including organisational change initiatives, policy development, and continuous process improvement. Manage and optimise HR systems, overseeing upgrades, user acceptance testing, troubleshooting, and data integrity to improve operational efficiency. Coordinate end-to-end payroll processes with an external managed service provider, ensuring accuracy, compliance, and timely delivery. Drive continuous improvement of HR processes and systems, embedding best practice while maintaining compliance with employment legislation. Support workforce planning, talent management, and succession planning to meet current and future business needs. Collaborate with key stakeholders to develop and implement employee engagement and wellbeing initiatives. Manage complex employee relations cases, providing pragmatic advice and ensuring fair, consistent, and legally compliant outcomes. Design and delivered training and coaching for managers on HR policies, procedures, and HR systems. Key Skills & Experience CIPD Level 5 qualified (or equivalent), with a strong foundation in HR best practice. Proven experience as an HR Business Partner or HR Advisor, providing commercially focused people solutions. Strong expertise in HRIS management, systems optimisation, and HR technology. Demonstrated success in leading HR projects from planning through to implementation and delivery. Comprehensive knowledge of UK employment law and its practical application within the workplace. Strong analytical capability with experience interpreting HR data to inform business decisions and identify trends. Excellent communication, influencing, and stakeholder management skills, with the ability to build trusted relationships at all levels. Additional Experience Experience supporting retail and multi-site operations. Advanced Microsoft Excel and HR reporting skills. CIPD Level 7 qualified (or working towards).

Role Purpose As the Technical Consultant, you will be the first point of contact for customers requiring assistance with the Business Central ERP solution. The role focuses on delivering excellent customer service by responding to enquiries, diagnosing issues, providing guidance, resolving problems where possible, and coordinating with internal technical teams when further investigation is required. The successful candidate will build strong customer relationships while ensuring support requests are managed efficiently and resolved within agreed service levels. Key Responsibilities Respond to customer enquiries via phone, email, and the support portal. Log, prioritise, and manage support tickets through the helpdesk system. Provide guidance, advice, and best practice to customers using Microsoft D365 Business Central. Investigate reported issues and identify appropriate solutions or workarounds. Resolve functional support requests where possible. Escalate complex technical issues to developers or senior consultants when required. Liaise with development teams to ensure customer issues are investigated and resolved. Keep customers informed of progress and expected resolution times. Maintain accurate support records and documentation. Contribute to the knowledge base by documenting common issues and solutions. Assist with testing software fixes before release. Work collaboratively with colleagues to deliver a high standard of customer support. Ensure service levels and response targets are consistently achieved. Skills & Experience Essential Minimum 3 to 5 years' experience in a customer service or customer support environment. Excellent communication and interpersonal skills. Strong problem-solving and organisational abilities. Experience managing customer support tickets through a helpdesk system. Ability to prioritise multiple requests in a fast-paced environment. Professional and customer-focused approach. Good written communication skills. Desirable Knowledge of Microsoft Dynamics 365 Business Central. Understanding of ERP support processes. Experience supporting business software applications. Familiarity with Microsoft Office applications. Experience working with issue tracking or ticketing systems. Personal Attributes Customer-focused and approachable. Patient and empathetic when dealing with customer issues. Self-motivated with a proactive attitude. Strong attention to detail. Able to work independently and as part of a team. Committed to delivering excellent customer service. Role Outcome The Technical Consultant ensures customers receive timely, professional, and effective support, helping them resolve issues, maximise the use of Business Central, and maintain confidence in the company's products and services.

Overview: A key role for a manufacturer in the Chorley area, the Customer Experience Manager takes ownership of customer satisfaction (CSAT) and the end-to-end customer journey, and acts as the primary point of escalation for customer complaints, both pre-sale and post-sale. The role also owns the Group's reputation across all Trustpilot pages. Working closely with customer service, sales, bookings, and installation teams, department heads, team managers, and the Group Continuous Improvement Manager, the role builds strong cross-functional working relationships, ensures complaints are resolved consistently and fairly, drives continuous improvement of the customer journey and CSAT, and ensures complaint and satisfaction performance is tracked and reported to the Operational Leadership Team. Key Responsibilities: CSAT & Customer Journey: Own and drive continuous improvement of customer satisfaction (CSAT) across the Group, setting targets and tracking performance over time. Map and improve the end-to-end customer journey, identifying and removing friction points from initial enquiry through to installation and beyond. Build and manage strong working relationships between customer service, sales, bookings, and installation teams to ensure a consistent, joined-up customer experience. Use CSAT and customer journey data to identify recurring pain points and champion continuous improvement initiatives across departments. Trustpilot & Reputation Management: Take ownership of all Trustpilot pages across the Group. Monitor, respond to, and manage reviews in line with company tone of voice and policy. Identify trends in customer feedback and share insights with relevant department heads. Work to protect and improve the Group's online reputation and review scores. Complaint Escalation & Resolution: Act as the primary point of escalation for all customer complaints, pre and post sale. Investigate escalated complaints thoroughly, liaising with the relevant department or team as required. Ensure complaints are acknowledged, progressed, and resolved within agreed service standards. Maintain clear, professional, and empathetic communication with customers throughout the resolution process. Maintain accurate records of all complaints, actions taken, and outcomes. Cross-Functional Collaboration: Work with customer service, sales, bookings, installation, and other department heads and team managers to ensure complaints are handled and managed in line with company policy. Provide guidance and coaching to teams on complaint-handling best practice. Act as a liaison between customers, departments, and senior management on complaint related matters. Process Governance & Continuous Improvement: Work with the Group Continuous Improvement Manager to ensure complaints processes are mapped, kept up to date, and rolled out accordingly. Identify recurring root causes of complaints and recommend process or policy changes to reduce recurrence. Support the rollout of new or updated complaints procedures across the Group, ensuring standards are maintained regardless of personnel changes. Reporting & Metrics: Track key CSAT and complaint metrics, including satisfaction scores, volumes, resolution times, and root causes. Prepare and present regular updates to the Operational Leadership Team. Use data and trends to inform continuous improvement priorities. Skills & Experience Required: Essential: Proven experience in a customer experience, CSAT, complaint handling, or customer retention role. Strong stakeholder management skills, with the ability to build and manage relationships across customer service, sales, bookings, and installation teams, and to influence department heads and team managers. Excellent written and verbal communication skills, including a professional and empathetic customer manner. Strong analytical skills with the ability to track, interpret, and report on complaint metrics. Experience managing online review platforms such as Trustpilot. Sound understanding of complaint handling best practice and customer service standards. Proficient with Microsoft 365 (Excel, Outlook, Teams) and case management or CRM systems. Desirable: Process mapping and continuous improvement experience or methodologies. Confident presenting complaint performance and trends to senior leadership. Experience implementing or improving complaint-handling or case management technology platforms. What's on Offer: Salary up to £40,000, depending on experience Opportunity for hybrid working Opportunity to join a growing and successful organisation 30 days of annual leave (including bank holidays) Annual leave increase after a years' service Company pension Supportive and collaborative working environment Career development and progression opportunities