Operations Specialist 3 – Employee Relations (ER) at Ada

Norwich, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Human Resources, RetailIndustries

Requirements

CIPD qualified/part qualified (Level 5 and up to 7) or equivalent is desirable but not essential
Excellent knowledge of current employment legislation UK and Northern Ireland and of applying this in practice whilst adhering to company policy
Proven ER subject matter expertise evidenced through previous experience of managing and resolving complex ER cases
Ability to apply sound judgement and empathy, to determine where there is risk with the commercial acumen to discuss alternative options
Ability to coach, mentor and where required challenge and influence line managers where necessary to resolve ER cases whilst providing excellent customer service

Responsibilities

Provide expert employee relations advice and guidance, predominately over the phone to line managers on Asda’s people policies and processes
Provide effective end to end case management support in all employee relations cases supporting line managers through the process and ensuring compliance with policy and GDPR
Undertake project work in line with the requirements of the service
Provide coaching and support to line managers to enable them to proactively manage ER issues and develop their ER and people management skills within appropriate timescales and mitigating any potential risk to the business
Undertake appropriate stakeholder management activity in relation to cases you are managing, outlining foreseeable risks and ensuring effective resolution
Highlight themes and trends from case management activity, including management capability and policy development areas
Maintain a high level of accurate and comprehensive records of all ER support and interactions within the ER case management systems. Producing high quality written work, tailored to meet audience needs
Build positive working relationships with policy, legal and other key stakeholder groups
Maintain personal knowledge of employment legislation and Asda people policies to advise on best practice and procedure and utilising tools and templates to ensure policies are adhered to correctly

Skills

Employee Relations

Case Management

Stakeholder Management

People Management

GDPR Compliance

Policy Advice

Risk Management

Coaching

HR Systems

Written Communication

Ada

Automates customer service with AI chatbots

About Ada

Ada provides automated customer experience solutions through AI-powered chatbots that help businesses streamline customer service tasks. The platform operates on a subscription model, allowing companies to automate repetitive tasks and improve customer satisfaction while reducing costs. Ada differentiates itself by offering a comprehensive suite of services, including consulting and managed services, backed by strong venture capital support. The company's goal is to transform customer service management by enhancing efficiency and engagement through automation.

Toronto, CanadaHeadquarters

2016Year Founded

$185.3MTotal Funding

SERIES_CCompany Stage

Enterprise Software, AI & Machine LearningIndustries

201-500Employees

Risks

Emerging AI chatbot startups pose a threat to Ada's market share.

Rapid AI advancements require continuous updates, straining Ada's resources.

Data privacy regulations could increase compliance costs for Ada.

Differentiation

Ada specializes in AI-driven chatbots for automated customer experience solutions.

The company offers a subscription-based model ensuring steady revenue and client engagement.

Ada provides consulting, development, and managed services to enhance customer support operations.

Upsides

Ada raised $130M in Series C funding, boosting its growth potential.

Partnerships with platforms like Zendesk enhance Ada's integration capabilities.

Growing demand for AI solutions supports Ada's market expansion and client acquisition.

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