Senior People Advisory & Service Solution Specialist

Senior People Advisory & Service Solution Specialist

Location:
Hybrid / Ealing (113 Uxbridge Road, Ealing, W5 5TL
)

DBS Level: Basic DBS

About A2

Dominion

We are a UK housing association committed to a new vision – providing homes people love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well ashomesfor sale and shared ownership.

Role Overview

Strengthen the People Support team's capability to deliver consistent, high-quality advice to managers, bridging the gap between transactional support and People Adviser services. Design and implement scalable guidance, knowledge frameworks and self-service tools to enable the team to confidently handle more complex (non-ER) queries and support informed manager decision-making.

Drawing on significant experience providing

Tier 1 and Tier 2 HR advice
, the postholder will translate policies, procedures and employment legislation into practical guidance, knowledge resources and self-service solutions that improve manager capability and support consistent advice delivery.

This role is critical in evolving the People Support function into a more advisory, insight-led service, improving the manager experience while reducing unnecessary escalation to the Business Partnering team through increased first and second-line resolution capability.

Key responsibilities

• Strengthen the People Support team’s capability to deliver consistent, high-quality advice, acting as an escalation point for complex queries and supporting a clear advice model with defined service boundaries and escalation pathways.
• Develop and maintain accessible guidance and tools (e.g. SOPs, templates, decision trees, manager toolkits, knowledge articles and workflow guidance), translating policies into practical, up-to-date resources aligned with legislation and organisational practice, while creating digital knowledge content and AI-ready resources to support self-service channels and improve access to HR guidance in conjunction with IT team.
• Ensure consistent, high-quality advice delivery through quality standards, QA activity and use of data insights to identify risks, capability gaps and opportunities for improvement.
• Build team capability through training, coaching and targeted development to enhance confidence and expertise.
• Enable manager self-service by developing effective tools and guidance, promoting digital solutions (e.g. Copilot, Service Now) and reducing reliance on manual support. Continuously improve self-service resources to ensure managers can easily access accurate HR guidance, processes and documentation.
• Collaborate with Business Partners and People Services to align on policy interpretation and provide feedback to drive continuous improvement.
• Ensure governance, risk and compliance by aligning advice with policy and legislation, supporting early escalation of risks, and maintaining robust documentation and audit readiness.
• Partner with Digital, Internal Communications and People teams to improve how HR information is structured, accessed and consumed through self-service and AI-enabled solutions, supporting the implementation and continuous improvement of digital HR tools, including Copilot-enabled and AI-driven resources.

About you

• Significant experience providing Tier 1 and Tier 2 HR advice to managers and employees within a shared services, advisory, operations or business partnering environment.
• Experience supporting digital transformation, service improvement or process redesign initiatives within an HR or People function.
• Strong working knowledge of People policies, procedures and UK employment legislation, with demonstrable experience applying these in a Tier 1 and Tier 2 HR advisory environment.
• Experience of coaching, training or upskilling colleagues to build capability
• Strong communication skills, with the ability to simplify complex information for different audiences
• Ability to review query trends or data to identify risks and improvement opportunities
• Experience designing, developing and maintaining HR knowledge content and guidance frameworks,…