People Support Services & Advice Specialist

Job Introduction

Job title: People Support Services & Advice Specialist
Salary: £44,324.00 -  £46,500.00 per annum 
Contract type: 12 months fixed term contract
Working hours: 35hpw across Mon–Fri
Location: Hybrid / 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. 

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), translating policies into practical, up-to-date resources aligned with legislation and organisational practice.
• 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.
• 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.

About you

• Educated to GCSE level or equivalent in Maths & English (Grades A* - C)
• CIPD Level 5 (or equivalent experience)
• Strong working knowledge of People policies and procedures, with the ability to apply these in practice
• 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 using and maintaining guidance materials, such as scripts, SOPs, knowledge articles and decision trees
• Good understanding of employment legislation and risk in applying policy (non-complex ER)
• Experience of digital/self-service tools (e.g. knowledge bases, ServiceNow, AI tools such as Copilot)

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

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.