People Operations Team Leader
We’re looking for a proactive and people-focused People Operations Team Leader to lead a high-performing HR operations team and deliver an exceptional employee experience.
In this role, you’ll take ownership of the day-to-day service delivery of People Operations, leading a small team to manage and resolve employee and manager queries efficiently across multiple channels. Acting as a key escalation point, you’ll combine strong leadership with hands-on HR expertise to ensure a responsive, compliant, and customer-centric service.
You’ll also play a vital role in shaping continuous improvement across People Operations — using data, insights, and feedback to enhance processes, empower self-service, and support the wider People strategy.
What You’ll Be Doing
- Lead, coach, and develop a team of People Operations Assistants and Administrators, driving performance and engagement
- Oversee the effective triage and resolution of all People-related queries (email, phone, in-person, ticketing systems)
- Act as the escalation point for complex queries, providing second-line HR advice to managers and colleagues
- Manage a caseload of employee relations queries, escalating formal cases where appropriate
- Collaborate closely with Payroll to ensure all pay-related changes are accurate, compliant, and processed on time
- Monitor workloads, KPIs, and service levels, ensuring SLAs are consistently met or exceeded
- Ensure all People processes comply with employment law, audit requirements, and internal policies
- Analyse trends (e.g. Absence, queries, errors) and take proactive action to improve outcomes
- Support the development and delivery of training to managers and colleagues on People policies and processes
- Partner with People Relations and Strategic HR teams to ensure seamless service delivery
- Contribute to People projects and continuous improvement initiatives
What Success Looks Like
- A motivated, high-performing team delivering a consistently excellent service
- Strong stakeholder relationships and high levels of colleague satisfaction
- Accurate, compliant, and timely People data and payroll processes
- Continuous improvement driven by data, insight, and innovation
- SLAs and KPIs consistently achieved or exceeded
About You
You’re a confident and collaborative HR professional who thrives in a fast-paced environment. You enjoy leading teams, solving problems, and making a real impact on people’s experience at work.
You’ll bring:
- Proven experience in a People/HR Operations role with team leadership or mentoring responsibility
- Strong working knowledge of employment law and HR best practice
- Experience advising managers on a wide range of HR matters
- Excellent organisational skills with the ability to manage competing priorities
- Confidence using HR systems, data, and case/ticketing tools
- Strong communication and influencing skills, with the ability to challenge constructively
- A proactive, solutions-focused mindset with a commitment to continuous improvement
Qualifications & Experience
- CIPD Level 5 (or equivalent practical experience)
- ILM qualification (desirable)
- Experience in a customer-focused HR environment
- Proven ability to manage data, reporting, and process improvement
Why Join Us?
- Opportunity to lead and shape a key People Operations function
- A collaborative and supportive People team
- Ongoing development and career progression opportunities
- A role where you can make a tangible impact on employee experience
Apply Now
If you’re ready to take the next step in your HR career and lead a team that makes a real difference, we’d love to hear from you.