Head of People & Culture

Citizens UK

Citizens UK is the UK’s biggest, most diverse and most effective people-powered alliance. We bring communities and local organisations together to work on issues that matter; from campaigning for zebra crossings on dangerous roads, to reforming the immigration system, to the Living Wage campaign. We have a track record of winning change through hundreds of local and national campaigns. We know everyday people have the ability to shape the world around them. We believe that through developing local leaders, we can drive nationwide change and create community-led solutions to big and small problems.

Purpose

The Head of People & Culture ensures that Citizens UK has the people, organisational capacity and enabling culture required to deliver its mission of building people power and strengthening civil society. The role plays a central part in securing a workforce that is capable, motivated and aligned with Citizens UK’s values, enabling the organisation to build strong alliances, support local leadership and achieve lasting social change.

Working as part of the senior leadership team, and under the direction of the Executive Director, Finance & Operations, the role strengthens organisational effectiveness by embedding fair, inclusive and well-governed people practices. Through sound employment frameworks, statutory compliance and a culture that supports engagement, performance and wellbeing, the Head of People & Culture safeguards Citizens UK’s resilience, reputation and ability to deliver impact at scale.

Main Responsibilities

Working as the Head of People & Culture for Citizens UK, reporting to the Executive Director, Finance & Operations, your main responsibilities will include:

People & Culture Strategy

Ensure Citizens UK has the people, capability and organisational shape required to deliver its mission and sustain impact over time.

·         Analyse organisational strategy, change priorities and external context to identify their implications for people, capability, structure and ways of working.

·         Carry out workforce planning to assess current and future capacity and capability, identifying gaps, risks and realistic options to address them.

·         Develop, maintain and refresh the People & Culture strategy so it responds directly to organisational needs and provides clear priorities for action.

·         Provide expert people and culture advice to the Executive Leadership Team and Board, informing strategic discussions, trade-offs and decisions.

Talent Management

Develop and implement talent management processes that ensure Citizens UK attracts, retains and sustains the people needed to deliver its work.

·         Lead recruitment, selection and onboarding to bring in people who can perform effectively in their roles and are aligned with Citizens UK’s values.

·         Develop and maintain retention approaches focused on the key drivers of retention, including meaningful work, effective management, development opportunities, wellbeing, inclusion and fair treatment.

·         Identify critical roles and critical talent and put in place practical succession and risk-mitigation plans, including knowledge transfer, handover planning and interim cover where needed.

·         Monitor employee experience across the employment lifecycle, using insight from feedback and people data to improve people practices and ways of working.

Performance, Leadership & Capability

Strengthen organisational effectiveness by enabling teams to perform well, grow in capability and contribute consistently to shared goals.

·         Maintain and operate performance management processes, including objective setting, regular feedback and reviews, ensuring that staff are clear on expectations and accountable for results.

·         Support managers to address performance issues constructively by clarifying expectations, strengthening feedback, building capability and resolving barriers to effective performance.

·         Coordinate and deliver learning and development activity that supports managers and staff to build skills, leadership capability and confidence in their roles.

Organisational Culture, Engagement & Wellbeing

Foster a working environment where people feel engaged, supported and able to do their best work together.

·         Promote Citizens UK’s values in everyday people practices, supporting managers to translate values into consistent behaviours, decision-making and ways of working.

·         Design and operate staff engagement and feedback mechanisms, ensuring staff voice is heard, themes are analysed, and practical actions are taken in response.

·         Develop and maintain wellbeing approaches that support psychological safety, healthy workload management, early resolution of concerns and sustainable working practices.

·         Support constructive relationships with the Trade Union and enable effective consultation and dialogue on people-related matters. 

EDI & Safeguarding

Ensure Citizens UK is equitable, inclusive and safe for all by embedding fairness, care and accountability into how the organisation operates.

·         Develop and implement Equity, Diversity and Inclusion priorities, using clear measures to monitor progress, identify gaps and support accountability across the organisation.

·         Embed EDI considerations into recruitment, progression, policy development and everyday people decisions, working closely with relevant colleagues to ensure consistency in practice.

·         Act as the People & Culture lead for safeguarding, ensuring responsibilities are clear, processes are understood, and concerns are handled appropriately, sensitively and in line with agreed procedures.

·         Support managers and leaders to recognise and address inclusion or safeguarding issues early, escalating concerns where required and ensuring appropriate follow-up.

Governance, Risk & Compliance

Ensure Citizens UK has a clear, effective and trusted people governance framework that supports lawful decision-making, fair treatment and organisational confidence.

·         Develop, review and maintain People & Culture policies and procedures, ensuring they are legally compliant, values-aligned and understood by managers and staff.

·         Provide day-to-day advice and guidance on people-related risk and compliance, identifying emerging issues early and supporting proportionate, lawful responses.

·         Manage disciplinary, grievance and other formal employment processes, ensuring fairness, consistency, appropriate documentation and timely resolution.

Systems & HR Operations

Ensure the efficient, reliable and compliant administration of people processes and systems.

·         Operate and maintain HR systems, payroll processes and core people administration, ensuring accuracy, confidentiality and compliance with organisational and legal requirements.

·         Review and improve people processes to reduce duplication, minimise manual work and improve efficiency, making best use of available technology and automation.

·         Maintain accurate and up-to-date people records and data, ensuring information is accessible, secure and fit for reporting, audit and operational needs.

Functional Leadership & Resource Management

Build and manage CUK’s People & Culture function, ensuring that staff and resources contribute effectively to achievement of CUK’s mission.

·         Plan, prioritise and sequence People & Culture work to ensure available capacity is focused on the organisation’s most important people risks and priorities.

·         Manage the People & Culture budget, including payroll, monitoring spend and applying value-for-money principles in line with organisational policies.

·         Manage People & Culture staff and outsourced service providers utilising an engaging leadership style to support effective delivery of expectations.

Personal Specification

(D) Desirable, (E) Essential

Qualifications

·         (E) CIPD qualification (Level 7) or equivalent senior-level professional experience in People / HR leadership

·         (D) Degree or equivalent qualification in human resources, organisational development, management or a related field

Experience

·         (E) Significant experience in a senior People / HR role, ideally within a charity, not-for-profit or values-driven organisation

·         (E) Experience of leading and delivering people and culture priorities in complex, mission-led organisations

·         (E) Experience of advising Executive and Board-level stakeholders on people, culture, governance and risk matters

·         (E) Experience of operating as a senior, hands-on HR generalist, covering strategy, policy, employee relations and operational delivery

·         (E) Experience of workforce planning, recruitment, performance management and organisational change

·         (D) Experience of working with trade unions or staff representative bodies

Key skills and knowledge

·         (E) Strong generalist HR expertise across employment law, compliance, safeguarding, performance management and people governance

·         (E) Proven ability to design and implement practical people processes that support performance, inclusion and wellbeing

·         (E) Strong coaching capability, with the ability to support managers to address performance, capability and behavioural issues constructively

·         (E) Ability to manage complex employee relations matters with judgement, fairness and confidence

·         (E) Excellent written and verbal communication skills, including the ability to present clear advice and recommendations to senior leaders and boards

·         (D) Knowledge of HR systems, people data and process improvement to support efficient delivery

Personal qualities & values

·         (E) Strong commitment to social justice, inclusion and the values and mission of Citizens UK

·         (E) Values-led and relational leadership style, combining empathy, integrity and pragmatism

·         (E) Resilient and adaptable, able to manage competing priorities in a fast-paced and evolving environment

·         (E) Comfortable working within an accountable team culture, open to feedback, reflective practice and continuous improvement

·         (D) Willingness to work occasional evenings or weekends, and to travel when required to support organisational priorities