Human Resources Service Center Manager

We're looking for an experienced and customer-focused leader to manage our HR Service Centre for a 1-year fixed-term contract.

This is an exciting opportunity to lead a talented team at the heart of the employee experience, ensuring colleagues and managers across the Group receive an accurate, reliable and high-quality HR service. Supporting around 4,500 colleagues, the HR Service Centre delivers a wide range of HR administration and HR systems services throughout the employee lifecycle in a fast-paced environment.

You’ll play a key role in ensuring our service continues to run smoothly while driving improvements that make it easier for our customers to access the support they need. Working closely with colleagues across the People team and the wider business, you’ll lead service excellence, develop team capability and help shape the future of HR Operations through continuous improvement and transformation initiatives.

• Lead the HR Service Centre team to deliver a high-quality, reliable and customer-focused service that meets service level commitments and supports colleagues and managers across the Group.
• Develop a high-performing team by building capability, setting clear expectations and creating a positive culture where people can thrive.
• Drive service excellence by ensuring customers receive clear, accurate and timely support throughout the employee lifecycle.
• Identify and deliver improvements to HR processes, systems and ways of working that increase efficiency, reduce risk and enhance the employee experience.
• Use performance data, reporting and customer insight to monitor service delivery, identify trends and drive continuous improvement.
• Ensure HR processes, guidance and employee records are accurate, compliant and well maintained.
• Support and contribute to HR transformation initiatives, helping to shape innovative, efficient and scalable services for the future.
• Act as a trusted escalation point for complex service, policy, payroll or system issues, ensuring effective resolution and lasting improvements.
• Support the successful delivery of key People priorities, including annual pay reviews, reporting requirements and wider HR Operations objectives.

• Experience leading teams in an HR, shared service environment, with a track record of developing people and delivering excellent service.
• A passion for delivering great customer experiences and finding practical ways to improve services for colleagues and managers.
• Strong leadership skills, with the ability to motivate, support and develop high-performing teams through change and growth.
• Confidence using data, reporting and insight to make informed decisions, solve problems and drive continuous improvement.
• Experience working with HR systems and reporting tools, alongside strong Excel and analytical skills.
• The ability to build effective relationships and work collaboratively with colleagues across a wide range of teams and functions.
• A good understanding of HR processes, employment legislation, data protection requirements and governance standards.
• Strong communication and influencing skills, with the confidence to manage complex issues and engage a variety of stakeholders.
• Excellent organisational skills, with the ability to balance operational priorities while driving improvements and change initiatives.
• A degree-level qualification or equivalent experience. CIPD Level 5, or working towards it, would be an advantage.

This is an opportunity to lead a key function at the heart of the employee experience and make a real difference to how HR services are delivered across the Group.

You’ll have the chance to:

• lead and develop a skilled and dedicated HR Service Centre team
• influence how HR services are delivered and…