Senior People Advisory & Service Solution Specialist

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, ServiceNow) 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 youCIPD Level 5 (or equivalent experience)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 capabilityStrong communication skills, with the, ability to simplify complex information for different

audiencesAbility to review query trends or data to identify risks and improvement opportunitiesExperience designing, developing and maintaining HR knowledge content and guidance frameworks, including SOPs, knowledge articles, decision trees, manager guidance and self-service resources.Strong understanding of employment legislation, policy application and risk management within a non-complex employee relations and advisory environment.Experience implementing, enhancing or administering digital HR solutions, knowledge management systems or self-service tools (e.g. ServiceNow, SAP SuccessFactors, Microsoft Copilot or equivalent technologies).DesirableCIPD Level 7 (or working towards)Experience of working in a high-volume, service-led People/HR environmentExperience of quality assurance, audit, or service improvement within a People/HR functionExperience developing AI-enabled knowledge content, chatbot solutions or Copilot-based self-service resources., Experience working

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 responsibilitiesStrengthen 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