Job Description

Employee Relations Senior Manager (Hybrid)

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Location (Country-County-City) UK-Hampshire-Basingstoke
Job Locations UK-Hampshire-Basingstoke
ID
2025-8596
Employment Type
Full-Time
Offer/Contract Type
No End Date
Location Name
The Merlin Hub Basingstoke

What you'll bring to the team

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Role Summary

We're looking for an experienced and forward-thinking

Employee Relations (ER) Senior Manager

to lead the development and delivery of our employee relations strategy across Merlin's Shared Services model. This critical role will shape the future of our ER function, supporting a high-performing team and enabling a consistent, best-in-class approach to employee relations case management across our UK Hub and global attractions.



As the ER Senior Manager, you will lead the resolution of complex cases, advise on performance and conduct matters, and ensure alignment with employment law and company policy. You'll play a vital role in establishing our new Shared Services model--implementing streamlined processes, leveraging technology, and using data to drive continuous improvement, policy development, and proactive risk management.



This is a high-impact leadership opportunity to influence workplace culture, shape policy, and champion fairness, consistency, and compliance across our business.

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Key Accountabilities

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Team Leadership

Lead and develop a team of ER specialists and advisors to deliver exceptional case management and employee support. Ensure effective escalation and resolution routes between Shared Services and local HR teams. Embed a culture of accountability, continuous improvement, and customer-focused service.
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Service Excellence & Case Management

Oversee performance management, grievances, workplace investigations, and disciplinary processes. Establish and maintain standardized ER practices to ensure fairness, consistency, and compliance. Manage the end-to-end ER service framework, driving operational efficiency and quality. Use HR technology and case management tools to track, manage, and report on ER activity. Monitor resource allocation to ensure service delivery meets agreed SLAs and KPIs.
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Policy, Risk & Compliance

Partner with Legal and COEs to ensure compliance with labor laws and regulatory requirements. Review, update, and implement workplace policies across jurisdictions. Provide expert guidance on emerging employment law trends, risks, and implications for practice.
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Insights & Continuous Improvement

Use ER data and analytics to identify trends, forecast issues, and recommend improvements. Lead quality assurance, including case audits and coaching, to ensure consistency and high standards. Support change management initiatives related to ER service transitions and policy updates.
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Stakeholder Collaboration

Build strong relationships with People Business Partners, Legal, local attraction leadership, and Shared Services teams. Work closely with the Digital & Data team to ensure ER systems and tools enable great service and user experience. Engage with operational leaders to provide proactive support and insight that enhances the employee experience.
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Critical Interfaces

Stakeholder

Engagement Focus

Local Attraction People Teams

Support ER cases, share updates, and ensure aligned service delivery.

Other Shared Services Teams

Collaborate on continuous improvement and process optimization.

Local Attraction VP of Operations

Provide escalated support and contribute to operational change initiatives.

Regional VPs of People

Share ER updates, resolve escalations, and align on policy and service enhancements.

Legal Advisors

Navigate employment law issues, ensuring legal compliance in all ER processes.

Digital & Data Teams

Optimize case management platforms and HR technology to enable effective ER service delivery.

Qualifications & Experience

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Experience & Qualifications

Bachelor's degree in HR, Business Administration, or a related field; HR certification (CIPD, SHRM, etc.) preferred. Extensive experience in Employee Relations, with a strong track record of leadership and case resolution. In-depth understanding of employment law, investigations, and policy implementation across multiple jurisdictions. Prior experience within an HR shared services model, including managing SLAs and KPIs. Strong working knowledge of case management systems (e.g., ServiceNow, Workday, SuccessFactors). Proven success in leading change, influencing stakeholders, and implementing service enhancements. Strong analytical, communication, and stakeholder engagement skills.
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Leadership Behaviors

Soulfully Curious

You approach complex challenges with curiosity, seek out diverse viewpoints, and remain open to new ideas and innovations.

Results Focused

You set clear goals, hold yourself accountable, and adapt quickly to ensure outcomes are achieved.

Extraordinary Teammate

You lead with collaboration, support your peers, and create a positive, inclusive working environment.

Develops People

You invest in the growth of others--coaching, mentoring, and building a culture of feedback and development.

Benefits

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Just Some of the Magic You'll Enjoy:

Merlin Magic Pass

- Enjoy 20 complimentary tickets each year for you, your family, and friends to experience Merlin attractions around the world--rising to 40 after one year of service.

'Enjoy the Ride' Merlin Annual Passes

- Receive

6 exclusive annual passes

(1 for you and 5 to gift to loved ones), giving unlimited fun across our attractions.

Performance-Based Company Bonus

- Celebrate your achievements with potential annual bonuses aligned to performance.

Private Pension Scheme

- Plan for your future with our competitive pension offering.

LEGO Perks

- Receive 40% off LEGO online and 25% off in our on-site retail shops and restaurants.

Learning & Development

- Take your career further with ongoing training, development programs, and growth opportunities.

And So Much More...

- From wellness initiatives to team events, get ready to enjoy the perks of being part of the Merlin magic.

Pay Range

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Competitive