UK HR Manager
London, UK | £40-50k

Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact centre, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics, growing rapidly in the UK and expanding into the Netherlands and Finland in 2024, but our ambition is to become the clear European market-leader in the coming years 🚀

Why we’re proud

• Recognised as an Innovation and Growth Leader in the 2025 EMEA Customer Experience Platforms Frost Radar

• 2024 CX Awards Winner, ‘Best Mid-Market Contact Center Platform’

• Puzzel was recognised as the 'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023

• Best Practices Company of the Year 2023

• Consistently high Glassdoor rating

• Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa, placing 16th overall for work:life balance in 2025!

• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Read more about us here.

What you'll do 🏡💻

The People team at Puzzel is spread across Oslo, Copenhagen, Stockholm, Sofia and the UK currently. Our UK & NL HR Manager is moving onto a new venture after 4.5 years at Puzzel – we’re now looking for someone a bit more junior, probably akin to where she was when she started at Puzzel, who will follow a similar growth journey over their next few years.

We are looking for someone with solid experience in/knowledge of UK Employment Law, who is based in the London area and can easily get to our office near Aldgate/Liverpool Street.

You’ll likely have come either from a larger team where you share your region and are wanting to step into a standalone role or have worked for a smaller start-up and want a step up in size and maturity of org, but we are open to other profiles too!

To thrive in this position, you must enjoy working in a fast-paced and evolving environment; you’ll want to work autonomously with ownership and accountability for your region and are excited to initiate projects and drive People & Culture into the future. As with many SaaS businesses, things change fast and you must be adaptable.

Primary Responsibilities

• Own the full UK employee experience — from onboarding through to offboarding — ensuring every process runs smoothly, documentation is spot‑on, and our HR systems stay up to date.

• Be the go‑to person for our people in the UK, offering clear, friendly, and practical guidance on policies, processes, and everyday HR questions.

• Help managers and employees thrive by supporting performance, sickness, wellbeing, and employee relations matters. You’ll lead fair, well‑structured PIPs and collaborate closely with senior HR on more complex cases.

• Use your UK employment law expertise to keep us compliant and confident, while also providing occasional guidance to our Dutch team with support from local specialists.

• Build people‑management capability by coaching managers and partnering with the wider People team to solve challenges and create great employee outcomes.

• Shape a positive, inclusive culture by contributing to engagement, wellbeing, and inclusion initiatives that make Puzzel a great place to work.

• Champion our values and make sure they’re reflected in every people‑related decision, process, and interaction.

• Support reward, payroll & benefits, including coordinating UK payroll, managing benefits, and assisting with annual salary review.

• Make our London office a brilliant place to work, helping to create a warm, welcoming, and well‑run workspace.

Secondary Responsibilities (depending on experience):

• Help to develop and implement People strategies and policies aligned with the overall business strategy.

• HR Analytics & Reporting: use HR metrics and data to inform decision-making, track workforce trends, and provide actionable insights to leadership.

• Support Talent Management and succession plan strategies and ensure that Puzzel is providing challenging opportunities or stretch assignments to our key talent.

• Diversity, Equity, and Inclusion (DEI): champion diversity, equity, and inclusion initiatives, ensuring that Puzzel is a diverse and welcoming workplace for all employees.

The must haves 💪

• 3+ years’ experience in a generalist HR/People role

• Fluent English

• Proven UK employment law knowledge

• Independent and proactive – you always look for opportunities to improve and want to take ownership as much as possible.

• Systematic, structured and results driven.

The nice to haves ➕➕➕

• CIPD Level 3, ideally level 5 (working towards) or equivalent formal education

• Experience in SaaS

• You’ve worked for a PE or VC-backed organisation

• Experience with Mergers & Acquisitions

• Formal education in HR

• Experience within a smaller organisation of c. 20-100 employees in your region/country

• Standalone experience

• Experience handling HR for other countries, particularly Netherlands!

The location

You should be based in/around London with easy access to our UK office near Liverpool Street/Aldgate, with expectation of 2-3 days/week in the office.

What’s In it for You? 💰

• Competitive salary of £40-50k. This is a P2-P3 job grade internally.

• Flexible, hybrid approach to working; split your time between the office and home

• You get to be part of a fun, driven and supportive team

• Gift on your birthday

• Annual Summer and Christmas parties

• Excellent development opportunities and a great company culture

What to expect from the interview process ❔

• Screening with Talent Acquisition

• 1st interview with Chief People Officer

  • Optional! Opportunity to speak with current UK HR Manager

• 2nd interview with 2 x local Directors

• Final interview with CEO

Puzzel Values 🎯

• Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us.

• Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners.

• Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally.

Diversity & Inclusion 🌍

We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background.

Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved – for example, we currently have a ratio of female 26:74 male employees, which whilst not uncommon for the tech industry (average in SaaS is 26% female), it’s far from ideal. So, what are we doing to improve this?

• Our Global Leadership Team (C-suite) has shifted from 100% male at the start of 2023 to 4 men: 5 women.

• We increased our % of female hires from 23.6% in 2021 to 38.5% in 2023 and 41% in 2024! 2025 dipped back to 34% - but this has never been a tick box exercise, so we just want to make sure the trend remains positive.

• We are partnering with the likes of Flexa, who have significantly higher-than-average talent pools of candidates from diverse backgrounds.

• We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria.

• By raising awareness and transparency, we are hoping to further attract a diverse workforce.

We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know.

One Last Thing ☝🏻

Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt.

Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for.

By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.