Merlin Entertainments, a global leader in location-based entertainment, is seeking a talented and motivated individual to join our team as a People Operations Coordinator.
In this front-line role, you will provide high-quality HR support to employees and leaders by managing a wide range of queries submitted via the UK People Hub.
As a key point of contact for HR-related matters, you will play a vital role in ensuring a consistent, accurate, and employee-focused service across the full employee lifecycle.
Key Accountabilities
HR Service Delivery
* Respond promptly, accurately, and professionally to a wide range of HR queries from employees and managers via our service delivery platform (ServiceNow). Topics span the full Hire-to-Retire employee lifecycle, including HR policies, processes, benefits, payroll, and recruitment.
* Meet or exceed established Service Level Agreements (SLAs), while maintaining a strong focus on customer service and employee experience.
* Work closely with subject matter experts (SMEs) to resolve complex queries, and liaise with third-party providers where needed, handling each interaction with empathy and care.
Systems & Tools Expertise
* Act as a super-user of core HR systems—including the HRIS, ATS, LMS, and ServiceNow—offering troubleshooting support, profile updates, and user guidance.
* Facilitate training sessions and share the best practices to enable HR and business partners to maximise the value of our systems.
* Monitor trends in query types to identify opportunities for system enhancements, process improvements, or updates to knowledge articles.
Knowledge & Document Management
* Ensure documentation of HR processes and FAQs is accurate, current, and user-friendly to support consistency and continuous improvement.
Data Recording & Compliance
* Support operational reporting, audits, and ad hoc research to drive data-informed decisions across the UK People Hub and wider global HR teams.
* Manage employee records in line with data privacy and retention policies; provide support for legal document requests and audit compliance.
* Champion compliance with data privacy, protection, and security standards in all aspects of your work.
Continuous Improvement
* Contribute to projects that enhance service delivery, improve employee experience, or optimise system performance.
Qualifications & Experience
* Minimum of one year of experience in a high-volume, fast-paced customer service, call centre, or HR environment required; experience in a shared services model is a plus.
* Solid understanding of HR fundamentals, including policies, practices, payroll, timekeeping, and employee benefits.
* Proficiency in Microsoft Office Suite (Outlook, Excel, Word, Teams) required.
* Experience using HRIS (e.g., UKG Pro), ATS, LMS, and ticketing systems (e.g., ServiceNow) strongly preferred.
* Strong written and verbal communication skills, with the ability to explain information clearly and professionally to a range of audiences.
* Proven problem-solving skills with a resourceful and solution-oriented mindset.
* Excellent interpersonal skills, including active listening, empathy, and the ability to build trust and rapport quickly.
* Flexible, reliable, and collaborative team player who thrives in a changing environment.
* High attention to detail and accuracy, particularly when working with sensitive employee data.
* Ability to maintain confidentiality and handle sensitive information with professionalism and discretion.
Benefits
* 40% off LEGO online
* 25% discount in our retail shops and restaurants
* Merlin Magic Pass – giving you free tickets to all our attractions worldwide for you, your family, and friends every year
* Enjoy the ride pass – giving you and five others a Merlin annual pass
* 2 volunteer days a year
* Discounted rates at Merlin hotels all over the world
* Employee pricing up to 55% off cinema tickets
Pay Range
* Competitive
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