Operations Specialist - People Services FTC

Job Title Operations Specialist
- People Services 12 Month FTC Location Britannia House

Employment Type

Full time Contract Type Fixed Term Hours Per Week 37.5 Salary Competitive salary plus benefits. Category HR Generalists Closing Date 2 November 2026

The Operations Specialist
- People Services 12 Month FTC is responsible for the accurate, timely, and compliant delivery of People Services support across ASDA. Acting as a first point of contact for colleagues and managers, the role combines high-quality operational processing with the provision of guidance on HR policies, processes, and systems. Reporting to the Lead Operations Specialist/Operations Manager, the role holder will manage day-to-day transactions, resolve queries through multiple service channels;

case, phone, chat and support the effective delivery of People Services. They will contribute to continuous improvement activities, identify opportunities to enhance service delivery, and help maintain a strong customer-focused culture.

• Deliver People Services transactions accurately and efficiently in line with Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), and quality standards.
• Manage and resolve colleague and manager queries through appropriate service channels, escalating complex issues where required.
• Provide guidance, coaching, and support to managers, ensuring understanding and correct application of People policies, processes, and systems.
• Take ownership of cases and service requests, ensuring timely resolution and clear communication throughout.
• Maintain accurate employee records and ensure data integrity across systems in line with governance and data protection requirements.
• Work collaboratively with colleagues and stakeholders to deliver a seamless end-to-end colleague experience.

• Adhere to all operational procedures, quality standards, compliance requirements, and audit controls.
• Ensure activities are completed in accordance with UK employment legislation, company policies, and governance requirements.
• Maintain confidentiality and exercise sound judgement when handling sensitive colleague information.
• Support the identification and resolution of recurring service issues through root cause analysis and corrective actions.
• Ensure payroll‑impacting transactions and controls are processed accurately to minimise colleague impact and operational risk.

• Deliver an excellent customer experience through professional, responsive, and empathetic service.
• Build strong relationships with managers and colleagues by providing consistent, accurate, and practical advice.
• Identify opportunities to simplify processes and improve service interactions.
• Contribute to a customer‑centric culture focused on quality, efficiency, and continuous improvement.

• Support the Lead Operations Specialist and Operations Manager in implementing process improvements and service enhancements.
• Share operational insights and feedback to improve effectiveness, system usability, and colleague experience.
• Participate in process reviews, testing, training activities, and the implementation of new technologies or ways of working.
• Maintain current knowledge of People policies, employment practices, systems, and service developments.
• Work closely with colleagues across People Services and the wider People function to achieve shared objectives.

• Actively contribute to a positive, inclusive, and supportive team environment.
• Share knowledge and best practice to build capability across the team.
• Participate in team meetings, service reviews, and learning activities.
• Take…