People & Culture Service Desk Manager
At a glance
- Band
- Band 7
- Contract
- Permanent
- Pattern
- 36
- Hours / week
- 36
- Posted
- 18/09/2026
- Closes
- 02/10/2026
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Role summary
This role involves leading the People & Culture Service Desk team at NHS Fife, ensuring high-quality, responsive HR advisory services. The manager will drive service improvement, digital transformation, and the development of digital platforms and knowledge resources. It requires an experienced people manager with a strong customer service focus and expertise in HR policies and digital solutions. The position contributes to wider People & Culture transformation initiatives within the organisation.
Key responsibilities
- Leading and developing the Service Desk team to ensure a high-quality, customer -focused service
- Ensuring timely and accurate resolution of customer enquiries
- Use workforce data, customer feedback and management information to identify trends, inform decision-making and drive performance and continuous improvement
- Supporting the development of self-service and digital solutions
- Building effective relationships with managers, Trade Union representatives and People & Culture colleagues
- Contributing to wider People & Culture transformation initiatives
Essential criteria
- Degree-level education or equivalent experience
- CIPD qualification/membership or equivalent professional experience
- Experience of managing a service desk, or shared services function
- Strong knowledge of HR policies, processes and employment practices
- Experience of service improvement and digital transformation
- Excellent communication, leadership and stakeholder management skills
- The ability to analyse performance data and drive improvements in service delivery
Useful to know
Agenda for Change 2024/25 pays Band 7 at £46,148 – £52,809 a year, across England.
This advert: £52,845 – £61,466 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 14d
Plenty of time to prepare a strong application.
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Job reference:
256032
Salary:
Band 7 (£52,845 - £61,466)
Job closing date:
02/10/2026
Job Type:
Administrative Services
Location:
Fife House
Employment type:
Permanent
Hours Per Week:
36
Job posted date:
18/09/2026
Employer (NHS Board):
NHS Fife
Department:
Human Resources (Dir) - Human Resources (Dept)
Where to find us
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Job Advert
NHS Fife – People & Culture Directorate
NHS Fife is transforming the way People & Culture services are delivered, creating a modern, digital and customer-focused experience for managers and employees. We are looking for an experienced and motivated People & Culture Service Desk Manager to lead our front-line advisory service.
About the Role
You will lead the People & Culture Service Desk team, ensuring the delivery of a high-quality, responsive and consistent service across a wide range of HR queries and transactions. You will play a key role in service improvement, digital transformation and the ongoing development of our digital platform and knowledge resources.
Key responsibilities include:
- Leading and developing the Service Desk team to ensure a high-quality, customer -focused service
- Ensuring timely and accurate resolution of customer enquiries
- Use workforce data, customer feedback and management information to identify trends, in
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