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.

• 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.

• 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 5 others a Merlin annual pass
• X2 volunteer days a year
• Discounted rates at Merlin hotels all over the world
• Employee pricing up to 55% off cinema tickets

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.