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HR Services Operations Team LeaderDS Smith · Caerphilly
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DS Smith

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HR Services Operations Team Leader

🗓️ Posted 2026-09-21 Caerphilly Full-time Hybrid Human Resources Recruitment
💰 Salary Not shared 📊 Market 2,900 GBP–3,750 GBP/mo

About the Company

We are DS Smith, together with International Paper, we are a global leader in sustainable packaging solutions and other fibre-based products. We believe a better, more sustainable tomorrow is possible with the right people, who challenge and support one another to enact positive change. We employ more than 65,000 colleagues in North America and Europe, Middle East and Africa (EMEA), who are experts in innovation, manufacturing, design, sales, sustainability, supply chain, and much more. Together with our customers, we make the world safer and more productive, one sustainable packaging solution at a time. Become part of a world-leading organisation and do your best work with us Fair recruitment at DS Smith To fulfil our purpose of redefining packaging for a changing world, we aim to build a diverse, motivated, and engaged workforce. Our goal is to create a culture of inclusion where everyone is treated fairly, differences are valued, and everyone has an equal opportunity to succeed. Our people come from diverse backgrounds, bring different perspectives, ideas and experiences to generate unique solutions focused on present and future sustainability challenges. We welcome all candidates to apply, even those not meeting all criteria LI-TB

About the Role

Our people are at the heart of everything we do, and we're looking for an experienced HR professional to join our Shared Service Centre as an HR Services Operations Team Leader . This is an exciting opportunity for a highly organised, people-focused leader to oversee our HR Operations team and ensure the seamless delivery of HR administration and employee lifecycle services across the business. The successful candidate will play a key role in driving service excellence, leading and developing a high-performing team, and continuously improving HR processes to enhance the employee experience. If you have experience in HR Shared Services, HR Operations, or People Services and enjoy combining leadership with operational excellence, we'd love to hear from you.

Responsibilities

  • ● Leading and Developing the Team
  • ● Lead, motivate, coach, and develop a team of HR Operations professionals.
  • ● Conduct regular one-to-one meetings, performance reviews, and development discussions.
  • ● Allocate workloads and resources effectively to ensure service delivery targets are met.
  • ● Support recruitment, onboarding, and training of new team members.
  • ● Foster a culture of collaboration, accountability, and customer service excellence.
  • ● Delivering Outstanding HR Services
  • ● You will oversee the accurate and timely delivery of employee lifecycle activities, including:
  • ● Recruitment administration
  • ● New starter and onboarding processes
  • ● Contract changes
  • ● Promotions and transfers
  • ● Family leave administration
  • ● Leaver and offboarding processes
  • ● You'll monitor team performance against Service Level Agreements (SLAs) and act as the first escalation point for complex HR operational queries.
  • ● Supporting Employees and Managers
  • ● Provide guidance on HR policies, procedures, and systems.
  • ● Resolve escalated employee and manager queries.
  • ● Ensure a positive and professional customer experience.
  • ● Managing HR Systems and Data

Requirements

  • ● Previous team leadership or supervisory experience.
  • ● Strong understanding of HR processes and employee lifecycle administration.
  • ● Excellent organisational and prioritisation skills.
  • ● Strong customer service focus.
  • ● GCSEs (or equivalent) in English and Maths
  • ● CIPD Level 3 or Level 5 qualification.
  • ● Knowledge of UK employment legislation.

Benefits

  • ● A competitive salary and discretionary bonus
  • ● Study support and career development pathways
  • ● days' holiday + bank holidays, plus banked hours
  • ● Hybrid working: 3 days in the office, 2 from home
  • ● Pension scheme, life assurance, income protection
  • ● Employee assistance programme and digital GP access
  • ● Cycle to work scheme and discounts on shopping, travel and more
  • ● Location: Caerphilly
  • ● Hours: Monday - Friday - 09:00 - 17:00 (we operate on a hybrid basis, with 3 days in the office and 2 at home)
  • ● Contract: Perm