Please read the below Role Profile to make sure you fully understand what is required for this role

People and L&D Helpdesk Manager - Ref: People and L&D Helpdesk Manager

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About WW:


WW is looking for candidates to help change people’s lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encompass healthy eating, physical activity and positive mindset. By drawing on over five decades of experience and expertise in behavioral science, we build communities in order to deliver wellness for all. To learn more about WW and jobs with a purpose, visit


Mission: We inspire healthy habits for real life*

*For people, families, communities, the world – for everyone.


Role Overview:


Reporting to the Head of People and L&D Operations, this role is accountable for providing high quality support to the People and L&D team through the effective management of the HR helpdesk and support in the recruitment processes for our Coach roles. The People & L&D Helpdesk Manager manages the People and L&D HR Helpdesk team who are responsible for all aspects of HR and L&D Administration and Coordination - driving productivity, process improvement and regularly temperature checking the service delivered, as well as managing the recruitment processes for our Coach roles across our Customer Experience and Marketing teams.  Contributing to the overall management of the People department, by being an active member of the People Team, facilitating the smooth coordination and integration of complementary People activities and promoting cross-team approaches.


Key Accountabilities:

Strong people skills – with the ability to uplift and enable others with a methodical approach is vital.

This is a hands-on role you will be required to support the front line tasks from time to time specifically in periods of holiday cover.

You will regularly:

  • Support the team with first line support and advice on all HR day-to-day queries, escalating more complex queries.
  • Ensure processes with payroll department are efficient to ensure all compensation information is captured and communicated on a timely basis for payroll processing.
  • Review processes to ensure and drive efficiency
  • Develop the team skillset to manage all current requirements
  • Support the HR function in wider initiatives when required
  • Execute recruitment activities that identify new talent for our Coach roles


It is essential that you have experience in:


  • People Generalist advice – Be confident in answering the phone and coaching managers and employees with all employee relations issues as they arise. Overseeing the process, upskilling and coaching managers as required.
  • People Administration – Coordinating and supporting the process for all starters, leavers, changes to terms and conditions, probations, benefits documents in a timely and accurate way and liaise with Payroll/Finance as appropriate. 
  • Benefits – Advise employees on benefit policies and working with the wider People team to maintain and update changes in these areas.
  • New starter Inductions – Work with relevant internal teams – Payroll/IT/business unit to ensure that new starters are set up on systems and induction plans are in place.   
  • Payroll – Work in conjunction with the People Coordinators to ensure all changes are accurately communicated and updated on a monthly basis.
  • Absence – Partner with People Leaders to proactively manage the Absence process through accurate recording and reporting.  Ensure all long-term sickness cases are dealt with in a proficient manner using the Occupational Health referral process. 
  • Employee Relations – Pro-actively translating updated employment legislation where appropriate to ensure compliance in day to day company practices. Writing, maintaining and communicating employment policies, and ensuring line manager understanding and compliance.
  • Project Work – Work on specific projects in line with a forward-thinking People strategy.  Champion lean ways of working within the role to improve consistency and best practice in HR. 
  • Resourcing – Oversee the recruitment of vacancies ensuring excellent candidate experience from applications through to offer.
  • Drive performance - Lead and develop the team responsible for the delivery of the HR Helpdesk, improving productivity and streamlining the way in which we record and report  HRMI/Data.
  • Engagement projects – be the people lead supporting the cultural changes across the business through a variety of different methods, including developing action plans and enabling managers to more effectively line manage their teams, strongly encouraging managers to take greater responsibility for their teams.
  • New Coach Onboarding – accountability for the execution of the new coach onboarding programme, including updating digital learning materials when needed, managing trainer resource and the training locations. 
  • Coach & Corporate Training Plans -  create and coordinate with UK L&D Specialists (and Global teams where required) the training plans for Coaches and Corporate teams. Work with stakeholders to agree dates, upload to the learning management system and provide reporting on bookings, attendance & completion. When needed, work with external providers to secure training venues that meet requirements and within annual budget.
  • System Reporting & Testing – Feedback on system testing sending issues/approvals through to the improvement lead.
  • Reporting -  Maintain accurate training records to prepare monthly training reports and analysis on the annual L&D plan, including completion of mandatory legislative learning throughout the year.
  • Coordination of Training materials - Collaborate with L&D Specialists and external printing agencies to supply required training materials to multiple locations within allotted budget.
  • People Management Experience -  the ability to inspire and motivate a team to their full potential, demonstrating key leadership skills with their team and others they collaborate with.



Key Skills/Competencies:


  • The ideal candidate will have experience of at least two years in similar HR Helpdesk and/or operational roles having managed direct reports.
  • Knowledge/experience of using learning management/HRIS systems that cover the full employee cycle (i.e. Workday)
  • A high degree of discretion and confidentiality is essential.
  • You must be able to quickly build relationships across all levels of the organisation, winning trust and credibility with your good judgment and ability to provide support with all levels of queries.
  • An excellent communicator, you will be able to articulate well both verbally and in your written communications. It is essential that you are highly proficient in Microsoft Office and Google.
  • You will be a self-starter, able to work unsupervised and able to think of creative solutions to problems. You will thrive on a busy environment which requires you to juggle priorities, and will be able to quickly adapt to different situations with ease.  You will have good judgment and decision-making skills.
  • UK travel will be required at times.




Impact Behaviors:


Our Organisational values and how we behave and have an impact on each other and our members, is something that is very important to us as a business.  The Behaviours we must embrace and the actions we must take in order to achieve a professional business.


Below are behaviours we believe must happen, so we can maintain a happy healthy relationship with each other and our members:


Stay Curious: Approach situations with an open mind and explore things from different vantage points. Make the effort to look beyond the obvious, embrace new experiences and explore the unknown.


Win Together: Harness the power of our global network, embrace diversity, engage in meaningful collaboration and invest in each other's success.


Act Boldly: Make our mark in the world. Focus on the exponential rather than the incremental. Dare to imagine what 10X could be and then create the plan to get there.


Make a Difference: Invest deeply in each other both personally and professionally. Act with empathy and be aware of the impact we can have on each other and the world.



Equal Opportunities & Diversity at WW


We love the fact that we’re all different and we encourage individuality; as a result WW promotes a working environment in which diversity is recognised, valued and encouraged.  We acknowledge the multicultural and diverse nature of the UK.  We are committed to principles of fairness and mutual respect where everyone accepts the concept of individual responsibility.





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