Service level definitions

Mission statement

The Human Resources Division provides a wide range of high-quality services to support LSE's aim to be a centre of international excellence in the study of the social sciences.

The division's work and priorities reflect the following common objectives of the central administration - effective service delivery; policy implementation; policy formulation; institutional compliance; support to the governance of the School; support to the senior management of the School; effective resource management; and communication.

Key divisional objectives

Providing high-quality service delivery across the division.
Working with and providing expert advice to School leaders and managers.
Ensuring compliance by anticipating the impact of legislation, assessing risk and providing practical advice.
Supporting the recruitment and retention of world-class staff.
Actively promoting the best possible working environment for all staff through a culture of pride and mutual respect, thus embedding the School's values.
Providing learning and developing opportunities for all staff to maximise their potential and develop their careers.
Promoting good communication and regular dialogue with the School community, consistent with the School's values of openness and honesty.

Business hours

Office hours are 9:30am to 5:30pm during term time, and 9:30am to 5.00pm during vacations.

What divisional staff are expected to do

Provide a courteous and polite service, communicated clearly and effectively in plain language.
Treat their work with honesty, integrity and fairness.
Be as helpful as possible in delivering an efficient, informed and co-ordinated service.
Respond promptly to all enquiries and offer timely and appropriate follow-up.
Endeavour to provide access to information required by members of the School and where this is not possible will explain why.
Make every effort to utilise the School's resources to maximise efficiency and minimise waste.
Comply with School codes and regulations.
Exercise confidentiality and discretion appropriate to their role.
Promote the diversity of the School community.

Academic and Research Staff Policy| - service aims.

Employment Relations

Function

To provide advice and coaching to managers in relation to employee relations issues.
To anticipate new legislation and future risks and provide practical advice.

Description	Performance target	Measurement
Respond to all email or telephone enquiries.	Where possible return within two working days.	Monitor complaints
To hold advisory meetings with managers/staff where requested/necessary in relation to the function of the team.	Within ten working days of request.	Monitor complaints
Organise occupational health referrals.	To provide the company with the relevant information within five working days.	Monitor complaints
To do necessary reference checks and provide feedback to managers in relation to references.	Within two working days of receipt.	Monitor follow up calls
To produce letters in relation to resignations, contract amendments, acting up allowances, market supplements, confirmation of employment, probation.	Letter to be sent within four working days from request.	Monitor complaints
To produce committee papers and minutes for ASSC and HRSC.	Committee papers to be received five working days prior to the date of committee.	Monitor committee feedback
To produce letters advising staff of the outcome of the ASSC salary and probationary reviews.	Letter to be sent within seven working days following notification of the decision and revised salary point where applicable.	Monitor complaints

Pay and Information

Function

To maintain and audit all HR and pay data, ensuring their consistency and accuracy, in order to achieve the timely payment of all staff.
To provide accurate management information.

Description	Performance target	Measurement
Respond to all telephone enquiries	Return all telephone messages within two working days	Monitor complaints
Respond to all email enquiries sent to hr.pay.info@lse.ac.uk\|	Where possible, return all emails within two working days. If it is not possible to respond fully to the enquiry within two working days acknowledge it is being dealt with and keep client updated on progress	Monitor complaints
Acknowledge correspondence	Acknowledge all correspondence within five working days	All incoming correspondence to be date-stamped. Random check of dates on team replies
Payroll	Payments to be made on the last working day of the month if all necessary paperwork has been received by the published monthly deadline	Monitor complaints
Management information	Meet agreed deadlines for completion of tasks requested by colleagues, committees, or external bodies. Quality of finished product to satisfaction of task initiator	Monitor complaints

Recruitment

Function

To provide advice regarding recruitment practice and legislation and a full service to support all selection committees.
To develop recruitment and selection projects to support the objectives of the School's strategic plan.

Description	Performance target	Measurement
Respond to all general telephone or e-mail enquiries	Within three working days	Feedback from candidates/applicants
Sending out application packs to prospective candidates	Postal and email applications packs will be sent within three working days of receiving the request	Feedback from candidates/applicants
Processing a request to advertise	Usually within ten working days, dependent on the publication deadlines and funding approval	Feedback from LSE Staff
Closing date - passing on applications to selection committee members	Within three working days of the date the post closed. If the post receives more than 150 applications, there will be a local agreement made with the department	Feedback from LSE Staff
Organisation of interview - inviting shortlisted candidates	For academic positions candidates will be given at least two weeks notice of the interview date. For academic support positions candidates will be given at least one week notice of the interview date. Please note that invitations will be sent in order of priority i.e. the soonest committee first.	Feedback from LSE staff
Requesting references	References will be requested within three working days. Referees will be given a minimum of one week to respond to a request for a reference	Random checks and monitoring
Produce and distribute selection committee packs	At least two working days before the selection committee date	Selection committee feedback
Issue letters of appointment	Within five working days of the request to appoint being received (assuming funding confirmation is received)	Feedback from LSE staff
Produce regret letters to unsuccessful interviewed candidates (Academic and Academic Support)	Sent out within three working days of receiving confirmation that the successful candidate has accepted the offer	Feedback from candidates/applicants
Giving feedback to shortlisted candidates and unsuccessful applicants	Within ten working days of the day that the request is received	Feedback from candidates/applicants
Data protection requests	According to the SLA's set by the Data Protection Officer/legislation	Feedback from candidates/applicants
Processing interview expenses of shortlisted candidates	Four to six weeks (including Finance Division two weeks deadlines)	Feedback from candidates/applicants

Staff Development Unit

Function

The LSE Staff Development Unit prides itself on delivering a wide range of high-quality learning interventions, aimed at developing skills, abilities and confidence amongst our diverse staff community.
All of our LSE team, and our various external learning partners are passionate about promoting learning and aim to provide services that are maximally useful for individual staff, staff teams and the School as a whole.

Description	Performance target	Measurement
Respond to all telephone enquiries	By the end of the next working day, for the member of staff concerned*	Local monitoring and take up of complaints
Respond to all email enquiries	Within two clear working days or the day after return if there has been a period of absence, for the member of staff concerned*	Local monitoring and take up of complaints
Acknowledge correspondence	Within five working days	All incoming mail is date stamped and routine local monitoring will take place
Acknowledgement of course/ programme bookings	Within three working days	Local monitoring
Generation of staff development consultancy	As agreed with client	Successful delivery of project and local monitoring

* Two of our members of staff work 0.4 full-time equivalent (FTE) so this may impact on the timing of replies.

Procedures and principles of handling complaints

If an individual is in some way dissatisfied with any aspect of the service being provided by the Division they should act as follows:

First contact the person that you originally dealt with. The complaint should be submitted in writing, in order to reduce any misunderstanding regarding the complaint.
If the matter cannot be resolved it will then be referred to the local manager.
If the issue persists it will be passed onto Barbara Bush, HR Director.
Finally, if it is not possible to resolve the matter under the three stages above, it will be referred to Adrian Hall, School Secretary and Director of Administration.

A review of our services and performance is undertaken every five years by the APRC.