People Operations Team LeaderA1 Personnel are partnering with their client and recruiting for a Peoples Operations Team Leader who has the ability to manage the performance management and development of a small team
About the RoleWe’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 YouYou’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 NowIf 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.