Employee Relations Lead

Job Description

What you'll bring to the team

We are seeking an experienced and proactive Senior Employee Relations (ER) Lead to join our UK Hub (HR Shared Services) team in Basingstoke. In this role, you will be the first point of contact for complex ER matters, providing expert guidance and ensuring consistent and legally compliant employee relations support across the organisation.

Operating within a newly formed centralised HR service model, you will work collaboratively with ER Executives, ER Senior Manager, UK Hub colleagues/teams, People Business Partners, CoE colleagues and Line Managers to manage employee relations casework efficiently and effectively, ensuring a positive employee experience and promoting fair and transparent practices.

As Merlin operates seven days a week, we recognise the need to provide support to our managers during weekends, especially during peak times when our parks are fully open and staffing levels are higher. We expect the Hub to offer essential Employee Relations support through an on-call rota system. The details are still being finalised, but we anticipate the approach will be similar to how weekend support currently works at our resorts.

KEY ACCOUNTABILITIES

Complex Case Management & Resolution

• Lead the end-to-end management of a portfolio of complex and high-risk employee relations cases (e.g. disciplinary, grievance, absence, capability, performance) using ServiceNow, ensuring timely and effective resolution. 2
• Ensure outcomes are compliant with Merlin’s policies, UK employment legislation, and internal KPIs/SLAs, while balancing risk and business impact.
• Maintain robust case documentation and data integrity within the HRIS/case management system, contributing to accurate reporting and governance.
• Identify emerging ER trends and risks, providing strategic insights and recommendations to HR leadership and stakeholders.
• Partner with senior leaders and HR Business Partners to navigate and resolve complex or sensitive ER matters, ensuring consistent application of policy and best practice.

Advice, Coaching & Support

• Serve as a trusted advisor to people managers at all levels, delivering expert guidance across a broad spectrum of ER matters.
• Build people leader capability through proactive coaching, tailored advice, and facilitation of ER-related training and workshops.
• Lead manager support through formal processes, advising on procedural compliance, documentation standards, and outcome management.
• Develop and implement scalable training resources and toolkits to drive consistent and confident ER practices across the organisation.

Strategic Risk Management & Continuous Improvement

• Collaborate with Legal and external partners to support ACAS Early Conciliation and Employment Tribunal case preparation, including documentation and strategy input
• Participate in internal case reviews and lessons-learned activities, using insights to influence policy evolution, risk mitigation strategies, and process enhancements.

Policy Development & Governance

• Contribute to the review, development and implementation of ER policies, procedures and toolkits that are user-friendly, legally compliant and aligned to Merlin’s values.
• Ensure fairness, consistency, and alignment to best practice in the application of all people policies.
• Ensure compliance with GDPR and data protection requirements in all ER activities.

Qualifications & Experience

• Proven experience in an Employee Relations or Senior Employee Relations role, preferably in a shared service or matrix environment.
• Demonstrable experience managing a high volume of complex ER cases, including ACAS conciliation and tribunal preparation.
• Experience of writing policies, developing training materials and delivering manager upskilling is essential.
• Experience using HR systems and case management tools (e.g. ServiceNow) is desirable.
• CIPD qualification is advantageous (Level 5 desirable).
• Union experience would be advantageous

SKILLS AND COMPETENCIES

• Strong knowledge of UK employment law, ACAS procedures and HR best practice.
• Excellent communication and interpersonal skills with the ability to influence and build relationships at all levels.
• Strong analytical and problem-solving skills with sound judgement and attention to detail.
• Ability to remain calm and professional at all times.
• Maintain sensitivity and confidentiality of all cases.
• Able to provide commentary and insight from ER data for reporting purposes.
• Ability to contribute to team learning and continuous improvement from case review insights.

Benefits

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

Competitive