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Job id: 067288. Salary: £49,737 - £58,421 including London Weighting Allowance.

Posted: 15 May 2023. Closing date: 11 June 2023.

Business unit: Human Resources. Department: People Technology Solutions.

Contact details: Ayo Durotoye.

Location: Guy's Campus. Category: Professional & Support Services.

About us

This role sits within People Technology Solutions. The People Technology solutions team is responsible for the design and delivery of HR & Payroll digital services for over 9,000 colleagues across the university. The team is engaged in several transformation projects enabled by the implementation of new modules on the digital platform. Our transformation project also involves the continuous review and enhancements of our existing business and system processes based on customers’ feedback.

The aim of the role is to enable HR to provide effective services to the university. To develop a framework to support strategic, responsive, flexible, evidence-based decision making and service management across all HR services. To develop a culture of continuous improvement across HR.

The Services Effectiveness Consultant is responsible for designing, developing, and monitoring service effectiveness measures across the complete portfolio of services.

About the role

The role-holder will play a key role in developing, monitoring, and tracking of service performance across the full range of HR & Payroll services through consultation, requirements gathering and data analysis to ensure the services are performing to the agreed service standards.

About you

The ideal candidate will be an analytical thinker and must be experienced at planning and executing solutions aimed at the customers' satisfaction.

It would be advantageous for applicants to have a working knowledge or good understanding of HR systems, hr operations and data analysis. Experience with interpreting or presenting complex information to Stakeholders & Service owners will also be beneficial.

They will have excellent communication skills and be able to develop good working relationships with colleagues, stakeholders and service owners across the university.


To support our efforts to recruit and retain skilled and engaged colleagues to deliver our teaching, research and professional services we offer a pay and benefits package that attracts talented people from around the world.

Please follow the link below for ways you can benefit from being a part of King's team.  

This post will be offered as a permanent position. You will be required to attend the office a minimum of two days a week, or additional days as per the requirements of the role.

This is a full-time post - 100% full time equivalent.

Key responsibilities

  • Collaborate and facilitate workshops with HR service owners and internal stakeholders to develop a framework of service effectiveness and performance measures
  • Coordinate with the data analytics team to develop reporting tools that measure service effectiveness and performance across HR services
  • Present and interpret the reporting tool to the service owners, investigate the cause for any anomalies in the data and areas for improvement
  • Build a strong relationship with the Service owners and the Service Design & Improvement team to ensure service monitoring is incorporated into service design, delivery, and improvement
  • Create awareness around service delivery to our King’s colleagues
  • Possibly extending service measures (KPI/SLA) to other faculties in the business where processes impact HR services e.g., identifying areas where SLAs can be set for hiring manager involving in recruitment activities to avoid delays in completing a hire
  • Empower HR service owners to engage with university on service performance based on facts and figures
  • Build service management catalogue to become the basis of how the university measures HR services effectiveness and improvement
  • Assess ways to gather feedback on customers satisfaction this could be through surveys or customer feedback
  • Ensure voice of the customer is incorporated into service design, delivery, and improvement
  • Monitor feedback and impact of measures, evaluating the solution’s effectiveness, and implement changes as necessary.
  • Creation/maintenance of HR’s service catalogue
  • Key contributor to the continuous process improvements by identifying opportunities for improvement
  • Build relationships with wide stakeholder community engaging with colleagues across Professional services and faculties
  • Develop and apply service improvement framework for all service improvement projects
  • Initiate service improvement projects commissioned out of the service management meetings