The Post: Employment Relations Officer, Labour Relations Agency, Northern Ireland
The Post Holder: Kellie Cooke
Empathy and patience are key requirements for Kellie Cooke’s role as an Employment Relations Officer.
Give a brief outline of your career to date.
I’ve always enjoyed working in customer facing roles and providing strong quality customer service. My first full-time role was with Northern (now Danske) Bank, working across branch operations. When I was appointed as ‘customer service champion’ and Trade Union official for my colleagues, my interest in employment relations was sparked and this led me to the labour Relations Agency (LRA). I was part of the Workplace Information Service (WIS), which provides telephone advice to up to 20,000 employers and employees each year. I spent several years building and developing my skills across employment relations and employment law. I’m immensely proud that my current role is the first to span both operational aspects of our work – dispute resolution and advisory services.
What was your favourite subject at school?
As a bookworm, English/literature was my passion.
Did you go on to further/higher education, if so what did you study and where?
I studied A-levels in English, Sociology and Psychology at NWRC. I’ve since completed CIPD level 3 and seven other qualifications through North West Regional College and DMS Ireland and have enjoyed the challenge of being an adult/part time learner. I’m currently taking advantage of the funded qualifications available through local colleges and am studying an ILM Level 3 Course
How did you get into your area of work?
Being part of the WIS team was invaluable experience, offering me exposure to every type of employment related issue across all sectors and industries. All that learning and experience enabled me to progress to the role of Employment Relations Officer. We’re facing a very busy period due to the recent legal ruling on Holiday Pay, and I hope my learnings to date will be of great benefit to our team and to those we’re advising.
Is this what you always wanted to do?
I don’t think I ever knew what I wanted to do! Making a life-long career decision aged 17 is tough. I’ve always been slightly intimidated by – and in awe – of people like my niece who, aged six, announced she wanted to be a doctor. Likewise, my sisters who were totally focused on a career in law. Maybe I’m proof that a job which sparks an interest can be the start of a successful career journey.
Were there any essential qualifications or experience needed?
It was some time ago but I needed GCSE Maths and English alongside some competence based experience.
Are there alternative routes into the job?
The LRA has a very supportive career aspiration ethos and offers numerous entry opportunities including our recent Apprenticeship programme. Colleagues wanting to grow with the organisation are always fully supported.
What are the main personal skills your job requires?
Patience, empathy and self-awareness are key skills, particularly as many employers and employees are new to disputes and tribunal processes and often they don’t understand what is involved. I owe them the same time and courtesy as I did when I first started to advise and support those needing our help. The Holiday Pay situation is likely to test these skills to the full for my team and all my colleagues across our customer-facing roles.
What does a typical day entail?
We’ve a busy workload, so planning and preparing to meet capacity is critical. Workflow is also impacted by changes to employment law, such as in 2020 which meant anyone considering taking an Industrial Tribunal claim is required first to talk with the LRA about early conciliation. The period open to try and reach resolution, at that early stage, is only one month – a very tight timeframe. Cases that aren’t resolved can progress to Tribunal when we again offer our services. We also have requests from employers to help sort an issue and avoid a potential claim being lodged. Add to this the potential need for additional conciliation services in light of the Holiday Pay ruling and it’s clear why there’s no such thing as a ‘typical day’ at the LRA!
What are the best and most challenging aspects of the job?
I work as part of the LRA’s Regional office in Derry/Londonderry which is absolutely the best part of my job. I love delivering our advisory services at a local, personal level and I am fortunate to have the support to do this from a brilliant team of eight like-minded individuals. We take pride in encouraging, developing and supporting each other.
In terms of challenges, the LRA strives for resolution that both sides can live with. Sometimes the outcome isn’t what our clients want to hear, hence the need to manage expectations and be clear about our role.
Why is what you do important?
Work/employment accounts for so much of our lives and we invest time, personality, and effort into our jobs. As employment law is devolved in Northern Ireland, the LRA’s role is to enhance and maximise good employment relations – with the goal of pre-empting and avoiding disputes or offering our services to try and assist when disputes do occur. Ultimately this benefits society and the economy as a whole. Our Advisory work is a really important part of this process, arming people with skills to make the workplace better for all, and helping prevent disputes arising in the first place.
What advice would you give anyone looking to follow a similar career path?
Soak up everything you can from your colleagues. I’ve been so lucky to work with incredibly experienced, knowledgeable and supportive team members.
If you weren’t doing this what would you like to do?
I’d love to have had the talent and imagination to write.
What is the one piece of advice you would give to yourself on your first day?
Believe in yourself, appreciate the skills of those you’ll be working with, and always be open to learning.
Describe your ideal day off.
I’m so fortunate to live in a scenic village set between beaches and mountains. My ideal day off involves sunshine, the dog and a long walk before heading home to my favourite perch with a good book.
And finally, what’s the key to any successful job search?
I would advise searching for a job which sparks a personal and professional interest and then do your research. It’s as important for the organisation to be as right for the employee as the reverse.
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