Business Partner - Employee Relations

The role of Business Partner within the ER Hub is to ensure the provision of expert advice and guidance on employee relations matters to stakeholders across the UK and ROI. Utilising expertise, they will also ensure; the ongoing development of the HR community and wider business people management capability, service standards and operational performance targets are met, and effective processes and governance are in place.

Job title:

Business Partner - Employee Relations

Job Description:

• Manage and coordinate the activities against agreed delivery SLAs
• Ensure the team respond and resolve ER queries and cases in a timely manner, fairly, consistently, commercially, and pragmatically
• Ensure the team utilise the case management tool effectively, and robust audit processes are in place, to help shape the business direction and achieve outcomes based on trends/correlation
• Ensure the team delivers a high-quality service to include; analysis of Puzzel and OSC, call listening, SLAs and feedback from customers
• Liaise with and maintain effective relationships with key stakeholders across the business
• Balancing legislation obligations alongside Operational requirements, generating insight and best practice.
• Manage escalated ER issues where required, providing an objective view and challenging the business where necessary, including Speak Ups, ETs and compliance with legislation
• Produce and review ER data and other business MI to identify trends and work with stakeholders on appropriate solutions
• Support the implementation of the ER operating model, including process, governance, and behaviours
• Contribute to the shaping of the new ways of working to ensure the success of ER Hub
• Be project lead on ER Hub initiatives, supporting and coordinating to achieve results
• Ensure best practice requirements and commercial imperatives are balanced so that ER risk is minimised
• Improve the customer experience through enhanced, efficient and consistent ER Processes
• Work with key stakeholders to shape HR policies and processes in line with legislation, best practice and business need

Requirements.

• Admitted Attorney, with strong demonstrable ER experience
• Leads by example by demonstrating the Capita Purpose, values, behaviors, and Code of Conduct
• Experience using data to identify insights that drive action
• Increases diversity and develops an inclusive culture where people enjoy their work
• Excellent interpersonal/communication skills with ability to build trust and relationships
• Well organised, with ability to work to tight deadlines and excellent attention to detail
• Maintains effective work behaviour in the face of setbacks or pressure
• Action orientation - demonstrates a readiness to make decisions
• Experience reporting and interpreting key MI and governance data specific to ER
• Project management experience

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary

• Medical Aid

• Provident fund, Group life, funeral and disability benefit

• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.

• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.

• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.

• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.

• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.

• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.

• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

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Please note no late applications will be considered

Closing date: Midnight (25 March 2026)

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Permanent