People Services Manager

Overview

In this role you will lead a growing People Services team to deliver high-quality onboarding, benefits, payroll, changes, and offboarding across Ark’s network. You’ll drive compliant, data-driven processes and service improvements, shaping how HR services support schools, nurseries, and central teams. You will collaborate across the People Directorate to enhance the employee experience while implementing the iTrent HR/payroll system. This is a hands-on leadership role with a focus on service standards and continuous improvement.

Pay / Benefits

• flexible working (hybrid)
• remote work up to 10 days/year
• flexitime core hours 10:00–16:00
• 27–30 days annual leave depending on service
• The Pension Trust (11% employer contribution)
• Learning and development opportunities

Responsibilities

• Lead and develop the People Service Desk and line-manage People Officers (two currently, plus a temporary role)
• Oversee onboarding, benefits administration, monthly payroll, pensions, employee changes, and offboarding processes
• Ensure compliance with employment law, policies, GDPR, and regulatory requirements; update procedures accordingly
• Manage the ticketing system to meet service levels, enhance employee experience, and identify automation opportunities
• Collaborate with People leaders and other departments to align HR services with strategy
• Utilise HR metrics and data analysis to improve services, data quality, and system operations (iTrent)
• Drive process reviews and initiatives for long-term operational excellence
• Support rollout and optimization of the HR/payroll system across the network

Key requirements

• Right to work in the UK
• CIPD Level 5 or equivalent experience
• Proven experience improving HR processes and systems
• Experience leading a team in a high-volume service environment
• Track record in customer-service-oriented HR or related service
• Excellent written and verbal communication skills
• Strong problem-solving focus and customer-service dedication
• Experience with payroll and pensions processes
• Experience applying GDPR and data protection principles
• Ability to build relationships across stakeholder groups
• Attention to detail in developing HR processes and procedures

• customer service mindset
• strong communication
• problem-solving
• HR processes and systems
• payroll and pensions knowledge
• GDPR/data protection compliance

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