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Join us as a Talent Management Specialist and become the driving force behind an exceptional experience for a 700‑strong contractor community. If you're energised by people, fast‑paced environments, and solving problems with empathy and confidence, this role puts you right at the heart of our high‑security government account.
Job Responsibility:
Run the Customer/Hello Hub (onsite and offsite), logging, triaging, and tracking all contractor queries
Acknowledge and triage queries within SLAs (within 2 working days), providing updates every 14 working days until resolved
Own each case to resolution, partnering with SMEs and managing escalations with clarity and care
Conduct regular "keeping in touch" calls every 6 months to gather insight and maintain engagement
Deliver twice‑weekly check‑ins with pre‑starters during the 9-12‑month vetting period
Produce monthly and quarterly MI including query volumes, SLA performance, and trends
Support surveys, focus groups, and feedback loops to improve contractor experience
Support onboarding, offboarding, and ad‑hoc projects to enhance the contractor journey
Contribute to wellbeing initiatives and the wider culture across the account
Create content for monthly contractor updates and support community events
Requirements:
Experience supporting contractor or contingent workforce populations
Background in a helpdesk or case management environment
Exposure to inflight or onboarding programmes
Strong data literacy for MI reporting and SLA tracking
Ability to operate within high‑security or DV‑cleared environments
What we offer:
Structured onboarding
shadowing
a collaborative culture
supportive, people‑first team with real progression opportunities
interview guarantee for individuals with a disability/long-term health condition, current reservists, ex-armed forces personnel or forces spouses