Carole O Connor
Hall Green,Birmingham
Summary
Employee Relations professional with extensive experience managing complex and high‑risk cases, delivering end‑to‑end settlement agreements, and providing expert employment law guidance across a large and diverse workforce. Strong track record in conducting investigations, assessing risk, and resolving sensitive matters through pragmatic, legally compliant solutions. Known for developing ER capability across teams through coaching, training, and clear process guidance. Skilled in stakeholder engagement, data‑driven decision‑making, and navigating challenging ER issues with confidence and professionalism. Recognised for improving consistency, strengthening manager capability, and driving high‑quality ER outcomes
Overview
11
11
years of professional experience
2025
2025
years of post-secondary education
Work history
Legal Administrator
EI Group/Stonegate
07.2015 - 05.2019
- Assisted with registration of leases and preparation of statutory declarations.
- Coordinated signing of documents with solicitors and uploaded to relevant platforms.
- Facilitated applications to Land Registry for lease documentation.
- Supported communication with councils regarding council tax summons and liability orders.
- Provided necessary documentation to establish liability for debt obligations.
- Reported monthly on internal and external matters as required.
- Prepared letters before action related to debt possession cases.
- Aided company secretary in diary management and correspondence arrangements.
- Assisted with share buyback options in collaboration with group company secretary.
- Contributed to legal advisor team by organising correspondence related to tenancies and lease surrenders.
- Updated internal legal finance system as necessary.
Employment Relations Case Advisor
Serco
03.2025 - Current
- PAssist people managers with HR issues ensuring compliance with employment law and internal policies.
- Support management of employee relations cases, including disciplinary actions and grievances, to promote effective resolutions.
- Maintain records within the case management system to meet audit requirements and legal standards.
- Process sensitive employee data in accordance with GDPR and internal governance.
- Provide quality customer service to employees, managers, partners, alumni, and applicants.
- Utilise established procedures to deliver consistent and reliable advice.
- Refer complex or high-risk cases to ER case managers for swift resolution.
- Ensure accountability for case outcomes by managing progress effectively.
Complex Case Team Employment Tribunal Coordinator
Serco
11.2020 - 03.2025
- Experience in managing complex and high-risk employee relations cases
- Providing a proactive and or on demand advisory and consultancy service to People Managers or a range of Human Resource issues, including Advising on suspension, grievance and capability.
- Creating and managing tickets from Service Now, updating creating managing
- Analysing people related metrics and data reporting trends and making recommendations to Business Partners and site management.
- Regularly reviewing internal processes and collateral to identify and implement improvements.
- Coaching and upskilling People Managers
- Investigating and collating documents to do with Employment tribunal cases.
- Liaising with Third party companies to work on case management orders, diarise
Legal Advisor
EI Group/Stonegate
03.2019 - 11.2020
- Advise internal stakeholders on a range of legal issues breaches of leases by the publicans. Agreeing resolution through negotiations or legal proceedings.
- Advise internal stakeholders on the lease agreement surrender process work with stakeholders to complete agreements and changes.
- Prepare case summaries to send to stakeholders within the organisation review and advise on Alternative Dispute Resolution process for in person in possession disputes review legal proceedings issued against the group investigate background.
- Instruct external solicitors as required and make recommendations for conduct in commercial considerations for settlement instruct and collaborate with solicitors, Regional managers and publicans to have swiftly timed completion of assignments.
- Preparations of letters before action in relation to in possession debt matters and action data subject access requests, and analyse which documentations contain personal data and conduct as necessary.
Education
CIPD Level 5 Associate Diploma in People Management
Skills
Employee Relations Case Management
End‑to‑End Settlement Agreement Management
Complex & High‑Risk Case Handling
Employment Law & Compliance
Investigations & Evidence Gathering
Coaching & Developing Manager Capability
Stakeholder Management & Influencing
Data Analysis & ER Reporting
References
References available upon request.
Timeline
Employment Relations Case Advisor
Serco
03.2025 - Current
Complex Case Team Employment Tribunal Coordinator
Serco
11.2020 - 03.2025
Legal Advisor
EI Group/Stonegate
03.2019 - 11.2020
Legal Administrator
EI Group/Stonegate
07.2015 - 05.2019
CIPD Level 5 Associate Diploma in People Management