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Background and context
TalkTalk’s vision is to be the most recommended Wi-Fi provider in the UK by 2028 with a growing, profitable` base. Success requires that we simplify what we do, who we do it with, and reduce the cost of how we do it.
"TalkTalk is the uncomplicated way to get excellent in-home Wi-Fi coverage, we stand out from the crowd by offering intelligent but simple products that work perfectly first-time, without fuss or incomprehensible jargon, and for any help our customer service is the best in the industry”
Our aim is to deliver simplified & customer delighting Wi-Fi products and a more digital customer & employee experience. This enabled by a technology platform that leverages data to drive innovation, decision-making, and automation, ultimately providing a more cost-efficient service for our customers.
Role Summary
As the People Services Lead, you will be accountable for the day-to-day delivery of HR operational services across the business. Acting as the primary point of contact for all people related queries, you will deal with escalations from our People Advisory team, oversee critical activities across the colleague lifecycle and support on any key People projects, as appropriate. This includes ownership of core processes spanning HR Systems, Policy, Reward, Talent Acquisition, Payroll and People Development. You will play a key role in driving service excellence, ensuring compliance, and continuously improving the colleague experience through data-driven insights and stakeholder collaboration.
Key Responsibilities
- Take the Lead across the People Helpdesk platform, ensuring high-quality content, efficient query resolution, and continuous improvement of self-service tools.
- Monitor and improve self-service satisfaction ratings, using data and feedback to identify trends and implement enhancements.
- Oversee the administration of HR systems (e.g., Workday), including data uploads, system changes, and query resolution.
- Ensure accurate and timely processing of payroll and benefits-related activities in collaboration with internal teams.
- Act as the first point of contact for escalated or complex HR queries, providing expert advice and ensuring appropriate resolution.
- Manage relationships with key stakeholders across Payroll, Policy, Systems, Reward, Talent, and Business Partnering to ensure aligned service delivery.
- Represent and support the People team in cross-functional projects and operational change initiatives.
- Support and coach People Leaders in navigating HR processes, identifying training needs, and building capability.
- Lead compliance activities across the People function, ensuring adherence to policies, procedures, and employment legislation.
- Contribute to the development of the People Services team, supporting resource planning, upskilling, and service development.
Key Skills and Experience
- Proven experience in a generalist HR or shared services role, with a strong understanding of HR operations and systems.
- Solid knowledge of UK employment law and HR best practices.
- Strong leadership and stakeholder management skills, with the ability to influence and collaborate across functions.
- Excellent organisational and time management skills, with the ability to manage competing priorities.
- High attention to detail and accuracy, particularly in handling sensitive data.
- Confident communicator with strong interpersonal skills and a service-oriented mindset.
- Experience with HRIS platforms (e.g., Workday) and Microsoft Office tools.
- Previous experience in line management or team leadership is desirable.
Be Yourself. Make an Impact. Join Us.
As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.
We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work.
What We Offer
- Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection
- Collaborative office spaces designed for creative thinking and innovation
- Free on-site parking at our offices
- Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)
- Private healthcare for all employees
- Competitive pension scheme and performance-related bonus opportunities
- Free broadband for all employees
- Life event gifts – celebrating milestones like marriages and births
- Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations
- Salary sacrifice scheme – save on dental, gym, and more
- Big retail and leisure discounts
- 3 paid volunteering days a year – because making a difference matters to us too
