Puzzel: The Low-Down Puzzel is a leading provider of cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact centre, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.
UK HR Manager
London, UK | £40-50k
Overview
Puzzel is a leading provider of cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact centre, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency. With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics, growing rapidly in the UK and expanding into the Netherlands and Finland in 2024, with the ambition to become the clear European market-leader in the coming years.
Why we’re proud
* Recognised as an Innovation and Growth Leader in the 2025 EMEA Customer Experience Platforms Frost Radar
* 2024 CX Awards Winner, ‘Best Mid-Market Contact Center Platform’
* Puzzel was recognised as the 'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023
* Best Practices Company of the Year 2023
* Consistently high Glassdoor rating
* Puzzel places high importance on work-life balance and flexible working hours
* We are working with Mercer on salary benchmarking to ensure pay equality and market competitiveness
Read more about us here.
What You'll Do
The People team at Puzzel is spread across Oslo, Copenhagen, Stockholm, Sofia and the UK. Our UK & NL HR Manager is moving onto a new venture after 4.5 years at Puzzel. We’re now looking for someone a bit more junior who will follow a similar growth journey over the next few years.
We are looking for someone with solid experience in/knowledge of UK Employment Law, based in the London area, who can easily get to our office near Aldgate/Liverpool Street. You’ll likely have come from a larger team or a smaller start-up, and we are open to other profiles too. To thrive, you must enjoy a fast-paced and evolving environment, work autonomously with ownership and accountability for your region, and be excited to initiate projects and drive People & Culture forward. Adaptability is essential in a SaaS business.
Primary Responsibilities
* Own the full UK employee experience — from onboarding through to offboarding — ensuring every process runs smoothly, documentation is accurate, and HR systems stay up to date.
* Be the go-to person for our people in the UK, offering clear, friendly, and practical guidance on policies, processes, and everyday HR questions.
* Support performance, sickness, wellbeing, and employee relations matters. Lead fair, well-structured PIPs and collaborate with senior HR on more complex cases.
* Use UK employment law expertise to stay compliant and confident, with occasional guidance to our Dutch team supported by local specialists.
* Coach managers and partner with the wider People team to develop management capability and achieve strong employee outcomes.
* Contribute to engagement, wellbeing, and inclusion initiatives to shape a positive culture at Puzzel.
* Champion company values in all people-related decisions, processes, and interactions.
* Support reward, payroll & benefits, including coordinating UK payroll, managing benefits, and assisting with annual salary reviews.
* Office Management: help make the London office a welcoming, well-run workspace.
Secondary Responsibilities (depending on experience)
* Help develop and implement People strategies and policies aligned with the overall business strategy.
* HR Analytics & Reporting: use HR metrics to inform decisions, track workforce trends, and provide actionable insights to leadership.
* Support Talent Management and succession planning, ensuring challenging opportunities for key talent.
* Diversity, Equity, and Inclusion (DEI): champion DEI initiatives to create a welcoming workplace for all employees.
The must haves
* 3+ years’ experience in a generalist HR/People role
* Fluent English
* Proven UK employment law knowledge
* Independent and proactive – you take ownership and seek opportunities to improve
* Systematic, structured and results driven
The nice to haves
* CIPD Level 3 (ideally Level 5) or equivalent
* Experience in SaaS
* Experience in PE or VC-backed organisations
* Experience with Mergers & Acquisitions
* Formal education in HR
* Experience in a smaller organisation of 20-100 employees in the region
* Standalone experience
* Experience handling HR for other countries, particularly Netherlands
Location
You should be based in/around London with easy access to our UK office near Liverpool Street/Aldgate, with an expectation of 2-3 days/week in the office.
What’s In it for You?
* Competitive salary of £40-50k. This is a P2-P3 job grade internally.
* Flexible, hybrid approach to working; split time between the office and home.
* Be part of a fun, driven and supportive team.
* Birthday gift.
* Annual Summer and Christmas parties.
* Excellent development opportunities and a great company culture.
Interview Process
* Screening with Talent Acquisition
* First interview with Chief People Officer
* Optional: speak with current UK HR Manager
* Second interview with two local Directors
* Final interview with CEO
Puzzel Values
* Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built.
* Stronger Together – collaborative, empowered organisation focused on delighting customers and partners.
* Stay Hungry – continuous hunger to raise our game, innovate, and be the best we can be professionally.
Diversity & Inclusion
We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background. We are committed to improving representation and inclusion across the organisation.
Note: We are not able to provide sponsorship for this role; you must have eligibility to work in the country you are applying for.
By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.
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