Senior HR Advisor
SALARY: £44,324 to £46,500 per annum + Benefits
LOCATION: Hybrid working partly from the office in Ealing (W5) and the remaining time from home
JOB TYPE: Full-Time, 12 Month Fixed Term Contract
WORKING HOURS: 35 hours per week, Monday to Friday
JOB OVERVIEW
The organisation has an excellent opportunity for an experienced Senior HR Advisor to help strengthen a People Support function and support the delivery of consistent, high-quality advice to managers. Working across a high-volume, service-led People / HR environment, you will act as an escalation point for more complex people queries outside formal ER case management. You will support the development of practical guidance, templates, SOPs, decision trees and knowledge resources that help colleagues provide confident, consistent and risk-aware advice. As the Senior HR Advisor, you will also coach and upskill the People Support team, support quality assurance activity and use query trends, service data and insight to identify risks, capability gaps and opportunities for improvement. This is a key role in helping the function move towards a more advisory, insight-led service, improving the manager experience and supporting increased first and second-line resolution.
DUTIES
- Provide advice and guidance: Act as an escalation point for complex people queries, giving practical, consistent and risk-aware advice outside formal ER case management
- Strengthen team capability: Coach and support People Support colleagues to interpret policies, apply judgement and handle more nuanced HR queries confidently
- Develop guidance and tools: Create and maintain SOPs, templates, scripts, knowledge articles, decision trees and process guides that translate policy into clear, practical guidance
- Improve service quality: Support quality standards, case sampling, peer review and call audit activity to improve consistency, accuracy and compliance
- Use data and insight: Review queries, escalations and service performance information to identify risks, capability gaps and opportunities for improvement
- Support self-service and digital adoption: Develop manager self-service tools and promote the use of digital platforms, including ServiceNow, intranet resources and AI tools such as Copilot
- Work with stakeholders: Collaborate with Business Partners, People Services and systems colleagues to align policy interpretation, escalation routes and advice approaches
- Support governance and compliance: Ensure advice, guidance and documentation align with organisational policy, employment legislation, audit requirements and best practice
CANDIDATE REQUIREMENTS
ESSENTIAL
- Educated to GCSE level or equivalent in Maths and English, Grades A* to C
- CIPD Level 5 or equivalent experience
- Strong working knowledge of People / HR policies and procedures, with the ability to apply these in practice
- Good understanding of employment legislation and risk in applying policy within non-complex ER matters
- Experience of providing advice and guidance to managers on people queries
- Ability to interpret policy and translate it into clear, practical guidance for non-specialists
- Experience of using and maintaining guidance materials, such as scripts, SOPs, knowledge articles and decision trees
- 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 of digital and self-service tools, such as knowledge bases, ServiceNow or AI tools such as Copilot
- Strong stakeholder management skills, with the ability to work across People Support, Advisers and Systems teams
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
BENEFITS
- 25 days’ holiday plus Bank Holidays
- Up to 8% contributory pension
- Generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family
This role requires a DBS Check
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