People Ops Co-Ordinator

Merlin Entertainments, a global leader in location-based entertainment, is seeking a talented andmotivated individual to join our team as a People Operations Coordinator. In this front-line role, youwill provide high-quality HR support to employees and leaders by managing a wide range of queriessubmitted via the UK People Hub. As a key point of contact for HR-related matters, you will play a vitalrole in ensuring a consistent, accurate, and employee-focused service across the full employee lifecycle

• Respond promptly, accurately, and professionally to a wide range of HR queries from employeesand managers via our service delivery platform (ServiceNow). Topics span the full Hire-to-Retireemployee lifecycle, including HR policies, processes, benefits, payroll, and recruitment.
• Meet or exceed established Service Level Agreements (SLAs), while maintaining a strong focuson customer service and employee experience.
• Work closely with subject matter experts (SMEs) to resolve complex queries, and liaise withthird-party providers where needed, handling each interaction with empathy and care.

• 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 tomaximise the value of our systems.
• Monitor trends in query types to identify opportunities for system enhancements, processimprovements, or updates to knowledge articles.

• Ensure documentation of HR processes and FAQs is accurate, current, and user-friendly tosupport consistency and continuous improvement.

• Support operational reporting, audits, and ad hoc research to drive data-informed decisionsacross the UK People Hub and wider global HR teams.
• Manage employee records in line with data privacy and retention policies; provide support forlegal document requests and audit compliance.
• Champion compliance with data privacy, protection, and security standards in all aspects of yourwork.

• Contribute to projects that enhance service delivery, improve employee experience, oroptimise system performance.

• Minimum of one year of experience in a high-volume, fast-paced customer service, call centre, orHR environment required; experience in a shared services model is a plus
• Solid understanding of HR fundamentals, including policies, practices, payroll, timekeeping, andemployee 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) stronglypreferred
• Strong written and verbal communication skills, with the ability to explain information clearly andprofessionally 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 andrapport 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 anddiscretion.