Human Resources Operations Specialist – First Customer Contact Ltd (part of FirstGroup).
Pay range provided by First Customer Contact Ltd
This range is provided by First Customer Contact Ltd. Your actual pay will be based on your skills and experience – talk with your recruiter to learn more.
Base pay range
Direct message the job poster from First Customer Contact Ltd.
Human Resources Operations Specialist (6‑month fixed‑term contract)
Who are we?
First Customer Contact is part of FirstGroup, a leading rail and bus operator in the UK and Ireland with over 30,000 employees. FirstGroup delivers travel services that make journeys smoother and life easier, while actively reducing environmental impact through cleaner, more sustainable transport methods.
About the job
The HR Operations Specialist plays a key role in supporting the full employee lifecycle from policy guidance and onboarding to off‑boarding, employee survey engagement, benefits administration, and compliance. This role is ideal for those who enjoy hands‑on work, thrive in a fast‑paced environment, and are passionate about creating a positive employee experience.
You will partner closely with managers and employees to ensure the HR function is compliant, deliver consistent, high‑quality first‑line HR support via the ticketing system, and contribute ideas to improve talent attraction, development, and retention.
Your main responsibilities will be:
* Support day‑to‑day HR operations, including onboarding, off‑boarding, employee changes, and data management.
* Serve as the first point of contact for employee and manager questions related to HR policies, benefits, and procedures.
* Maintain accurate employee records in the HRIS and ensure compliance with data privacy requirements.
* Assist with new hire onboarding to ensure a seamless and engaging experience.
* Assume primary responsibility for the management of office space (e.g., ordering stationery and supplies).
* Conduct 6‑monthly probation reviews for employees across all levels.
* Collaborate with finance to produce monthly payroll administration.
* Administer the change‑request process and any other HR communications to employees.
* Review and oversee ongoing appraisal processes supporting line managers.
* Utilise HR systems software to ensure accurate data entry and upload.
* Address EE and management queries, providing guidance and assistance on policies and procedures.
* Handle confidential information (e.g., note‑taking in employee relations meetings).
Projects & Continuous Improvement
* Contribute to HR initiatives such as engagement surveys, learning programs, and process improvements.
* Identify opportunities to streamline HR operations and enhance employee experience.
Employee Relations & Culture
* Partner with managers to promote a positive and high‑performing workplace culture.
* Manage employee concerns, manager concerns and performance management processes with discretion and professionalism.
As a minimum, you will need to have:
* Communication skills: Excellent communication and interpersonal skills, with the ability to build strong relationships across teams.
* Attention to detail: Strong organisational ability to manage multiple tasks effectively.
* Technology proficiency: Comfortable using a range of technology tools and systems (experience with Workday is a plus).
* Confidentiality: Ability to handle confidential information with professionalism and discretion.
* Candidate experience: HR operations or HR service experience in a fast‑paced environment.
* Software skills: Proficient in Microsoft Office (Word, Excel, Outlook).
* Resilience: Ability to work effectively under pressure and thrive in dynamic environments.
* Proactive mindset: Demonstrates a proactive attitude and a strong willingness to learn and take initiative.
* Best Practice: Ideally a HR generalist background.
* Employment Law: Up‑to‑date employment law knowledge.
* CIPD level 3 or 5.
* BA/BSc in Human Resources Management / Business and Finance / Business Management Degree.
About the location
Sheffield city centre – ten minutes’ walk from Sheffield Station. Travel to other UK locations as appropriate.
Working pattern
Monday – Friday 8:00 am – 6:00 pm
37.5 hours per week
The Reward
We believe great work deserves great rewards. That’s why we offer a comprehensive benefits package designed to support your lifestyle, well‑being, and future:
* Competitive Pay – Salary reflects your skills, experience, and the valuable contribution you’ll make.
* Free Bus Travel – Complimentary travel on FirstGroup buses after 1 month of service.
* Discounted Train Travel – All‑day travel for you and your family for as little as £6 across various rail operators after 6 months of service.
* Generous Holiday Allowance – 25 days of annual leave plus public holidays.
* Pension Scheme – Contributory pension plan with the opportunity to invest in discounted FirstGroup shares through a SAYE scheme.
* First Xclusives Discount Scheme – Unlock over 3,000 deals on high‑street brands, cinema tickets, flights, holidays, and more.
* 24/7 Employee Assistance Programme – Confidential support whenever you need it, because your wellbeing matters.
EEO statement
We all belong at First Customer Contact. FirstGroup provides an inclusive environment for all colleagues across its businesses, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options – please refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition (e.g., dyslexia, dyspraxia, autism), please visit our plugin link and let us know your needs for a fair and equal process.
Seniority level
* Associate
Employment type
* Temporary
Job function
* Human Resources
Industries
* Travel Arrangements
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