People Operations Supervisor

Merlin Entertainments; Basingstoke; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading entertainment company in the UK is seeking an experienced People Operations Supervisor to manage a team within their HR department. The role involves overseeing operations, ensuring excellent service delivery, and supporting the development of People Coordinators. Ideal candidates will have strong HR knowledge, leadership skills, and proficiency with HR systems. Benefits include competitive salary, pension, and discounts on attractions worldwide.

Benefits

Pension

Life Assurance

Discretionary company bonus

20 days' holiday

Merlin Magic Pass

40% off LEGO

Qualifications

• Proven experience in a supervisory or team lead role within HR shared services.
• Strong knowledge of HR policies, practices, and payroll in the UK context.
• Experience in process documentation or training delivery is a plus.

Responsibilities

• Champion best practices in the use of HR systems.
• Oversee daily workflows and ensure accurate HR query resolutions.
• Collaborate with HR partners on service enhancements.

Skills

HR policies knowledge

Team leadership

Microsoft Office Suite proficiency

Customer service experience

Analytical mindset

Process improvement

Tools

ServiceNow

Job description

What you'll bring to the team:

We're looking for an experienced and driven People Operations Supervisor to oversee our People Operations Coordinators within our UK Hub. Reporting to the People Operations Senior Manager, you'll play a crucial role in managing day-to-day operations, ensuring excellent service delivery, and driving continuous improvement across HR support services.

In this role, you'll drive and discover new approaches to balance operational oversight with coaching, stakeholder management, and process enhancement. You'll demonstrate our 'We Care' value as you lead, coach, and develop a team of People Coordinators, supporting their performance, development, and engagement in a high-volume shared services environment.

What you'll be doing

1. Champion best practices in the use of HR systems, serving as a knowledge resource for the team and wider People function.
2. Foster a culture of accountability, inclusion, and continuous improvement within the shared services model.
3. Oversee daily workflows and ensure timely, accurate resolutions of HR queries received via our service delivery system.
4. Act as an escalation point for complex queries or sensitive cases, collaborating with subject matter experts, HR business partners, and external parties when needed.
5. Partner with the People Operations Senior Manager and Head of People Shared Services to implement standard operating procedures, service enhancements, and technology optimisations.
6. Proven experience in a supervisory or team lead role within HR shared services, operations, or a customer service environment.
7. Strong knowledge of HR policies, practices, payroll (HR changes and checking), and employee benefits in the UK context.
8. Proficiency with Microsoft Office Suite (Outlook, Excel, Word, Teams).
9. Experience working with enterprise HR systems and ticketing platforms like ServiceNow. Demonstrated ability to manage, motivate, and develop team members in a fast-paced, service-oriented environment.
10. Excellent communication skills—both written and verbal—with the ability to simplify complex information and coach others.
11. Analytical mindset with experience reviewing data, interpreting trends, and using insights to drive decisions.
12. High attention to detail and a commitment to accuracy, confidentiality, and compliance when handling employee data and information.
13. Resilient and adaptable with the ability to manage competing priorities and remain calm under pressure.
14. A collaborative and solutions-focused approach to problem-solving and service improvement.
15. Experience in process documentation, knowledge management, or training delivery is a plus.

Benefits

We're growing fast and offer a fun and friendly environment, along with a fabulous package and great prospects. Benefits include Pension, Life Assurance, discretionary company bonus, 20 days' holiday, and a Merlin Magic Pass for free admission to attractions worldwide, plus discounts in our retail shops and restaurants, and 40% off LEGO. Pay Range: Competitive.