A2Dominion Group
Senior People Advisory & Service Solution Specialist
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Location: Hybrid / Ealing (113 Uxbridge Road, Ealing, W5 5TL)
DBS Level: Basic DBS
About A2Dominion
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 as homes for 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, 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.
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About You
- CIPD 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 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, 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).
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Desirable
- CIPD Level 7 (or working towards)
- Experience of working in a high-volume, service-led People/HR environment.
- Experience of quality assurance, audit, or service improvement within a People/HR function.
- Experience developing AI-enabled knowledge content, chatbot solutions, or Copilot-based self-service resources.
- Experience working closely with HR Business Partners to develop manager capability and reduce escalation of routine advisory queries.
- Experience of developing or managing HR knowledge bases, intranet content, service portals, or manager self-service platforms.
Why A2Dominion?
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits. For this role, these include:
- 25 days’ holiday (Plus Bank Holidays)
- Up to 8% contributory pension
- In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.
Diversity & Inclusion
We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at resourcing@a2dominion.co.uk
We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through.
At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
This Vacancy is being managed by Hollie Furness.
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