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- Tasks: Support HR service delivery by enhancing knowledge and coaching Tier 1 Advisors.
- Company: Join CSL Seqirus, a leading global influenza vaccine provider committed to innovation and inclusion.
- Benefits: Enjoy a hybrid work model, competitive perks, and a culture that values your contributions.
- Why this job: Make a real impact on employee experience while developing your skills in a supportive environment.
- Qualifications: Bachelor's degree in HR or related field; 4+ years in HR operations preferred.
- Other info: Applications close on 21st July 2025; be part of a diverse team driving change.
The predicted salary is between 36000 - 60000 £ per year.
The HR Operations Specialist, Service Quality & Knowledge Enablement plays a critical role in driving the consistency, accuracy, and scalability of Tier 1 HR service delivery. Acting as the operational quality enabler for Tier 1 and regional knowledge infrastructure, this role is responsible for maintaining and enhancing the regional HR knowledge base, coordinating SOP integrity, and reinforcing frontline capability through coaching, feedback, and digital enablement. This role serves as a bridge between frontline delivery and broader HR service transformation by ensuring that Tier 1 Advisors are equipped with the tools, knowledge, and capability to resolve cases at first contact. It also supports process mapping and readiness for automation, AI support, and Tier 0 expansion. This position contributes directly to improving employee experience, operational effectiveness, and service center maturity.
Key Responsibilities
- Maintain the knowledge base for the Greater EMEA region in ServiceNow, ensuring all content is accurate, localised, and aligned to process.
- Partner with Tier 2 and COEs to ensure SOPs and escalation maps are clearly defined and reflected in frontline guidance materials.
- Deliver informal coaching and quality feedback to Tier 1 Advisers based on case review trends, coaching loops, and live floor support.
- Monitor service quality indicators (e.g., reopens, time to resolution, escalation rates) and initiate targeted enablement interventions.
- Lead or contribute to onboarding and up-skilling programs for new Tier 1 hires, including knowledge navigation and service expectations.
- Act as a process documentation lead for end-to-end HR processes, supporting automation readiness and AI integration.
- Track usage, feedback, and quality of knowledge articles to inform continuous improvement and digital self-service enhancement.
- Collaborate with global Knowledge Management Team to align with enterprise-wide standards, while tailoring content for regional accuracy.
- Support the Associate Director in analysing operational data and contributing to continuous service improvement initiatives.
- Promote a culture of service excellence, customer orientation, and process curiosity within the HR Service Center.
Skills & Experience
- Bachelor’s degree in Human Resources, Business, Communications, or related field.
- Coaching or knowledge management certification is a plus.
- 4+ years in an HR service delivery, operations, or enablement role, preferably in a shared service or Tier 1/2 model.
- Strong experience creating, managing, and governing knowledge content.
- Prior exposure to coaching, onboarding, or capability building within an operational HR environment is highly desirable.
- Proficiency in ServiceNow or a similar case and knowledge management platform is required.
- Strong skills in Microsoft Office (especially Excel and PowerPoint) and familiarity with Workday or similar HRIS.
- Experience working alongside digital tools, workflow designers, or AI models is an advantage.
- Excellent written and verbal communication skills, with the ability to translate complex processes into clear, usable content.
- Strong interpersonal and coaching skills, with the ability to give constructive feedback and foster frontline development.
- Analytical mindset with the ability to spot trends in service quality data and recommend practical improvements.
- High attention to detail, quality, and governance in documentation and content lifecycle.
- Proactive, collaborative, and comfortable operating across global and regional teams.
Hybrid role: 3 days in the office, 2 days working from home. This role is based out of our HR Service Centre, Speke, Liverpool.
HR Operations Specialist - Service Quality & Knowledge Enablement - Liverpool, Speke employer: CSL Seqirus
Contact Detail:
CSL Seqirus Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land HR Operations Specialist - Service Quality & Knowledge Enablement - Liverpool, Speke
✨Tip Number 1
Familiarise yourself with ServiceNow or similar knowledge management platforms, as proficiency in these tools is crucial for the HR Operations Specialist role. Consider taking online courses or tutorials to enhance your skills and demonstrate your commitment to mastering the technology.
✨Tip Number 2
Showcase your coaching and feedback abilities by preparing examples of how you've successfully supported team members in previous roles. Highlight specific instances where your guidance led to improved performance or service quality, as this aligns closely with the responsibilities of the position.
✨Tip Number 3
Research the latest trends in HR service delivery and knowledge management. Being well-versed in current best practices will not only help you during interviews but also demonstrate your proactive approach to continuous improvement, which is a key aspect of the role.
✨Tip Number 4
Network with professionals in HR operations and knowledge management through platforms like LinkedIn. Engaging with industry groups can provide insights into the role and may even lead to referrals, increasing your chances of landing the job with us at StudySmarter.
We think you need these skills to ace HR Operations Specialist - Service Quality & Knowledge Enablement - Liverpool, Speke
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in HR service delivery and knowledge management. Emphasise any coaching or operational roles you've held, and showcase your familiarity with tools like ServiceNow.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about improving employee experience and service quality. Mention specific examples of how you've contributed to similar initiatives in the past.
Highlight Relevant Skills: Clearly outline your skills that align with the job description, such as analytical abilities, attention to detail, and communication skills. Use bullet points for clarity and impact.
Showcase Continuous Improvement Mindset: Demonstrate your commitment to continuous improvement by discussing any past experiences where you identified trends in service quality data and implemented changes that enhanced operations.
How to prepare for a job interview at CSL Seqirus
✨Understand the Role
Make sure you have a clear understanding of the HR Operations Specialist role and its responsibilities. Familiarise yourself with key terms like Tier 1 service delivery, SOP integrity, and knowledge management to demonstrate your knowledge during the interview.
✨Showcase Your Coaching Skills
Since the role involves delivering coaching and feedback, prepare examples from your past experiences where you've successfully coached others or improved team performance. Highlight your ability to provide constructive feedback and foster development.
✨Familiarise Yourself with Tools
Proficiency in ServiceNow and Microsoft Office is crucial for this position. Brush up on these tools and be ready to discuss how you've used them in previous roles, especially in managing knowledge content or analysing service quality data.
✨Demonstrate Analytical Thinking
The role requires an analytical mindset to spot trends in service quality data. Prepare to discuss how you've identified issues in past roles and the practical improvements you implemented as a result. This will show your problem-solving skills and attention to detail.