People Experience Advisor in Glasgow

Location: SPHQ, Glasgow Centre, hybrid working

Duration: 12-momnths initial contract

Rate: Negotiable, Inside IR35

We are looking for an experienced HR Shared Services / People Experience Advisor to join our Global Business Services (GBS) People team on a temporary basis. The primary focus of this role will be supporting the People Experience function, delivering high-quality advice and guidance to employees and managers while ensuring an excellent customer experience across all service channels.

This role is ideally suited to someone who has previous experience in an HR advisory, shared services, employee relations helpline, HR operations, or customer advice environment and can quickly become effective in a fast-paced, service-driven team.

Key Responsibilities

People Experience Support

• Provide first-line HR advice and guidance to employees and managers on a broad range of people-related queries.
• Manage and resolve enquiries received through ServiceNow (MyHub), email, and other contact channels.
• Interpret HR policies and procedures to provide clear, accurate, and consistent guidance.
• Take ownership of cases from initial enquiry through to resolution, ensuring a high standard of customer service.
• Support the management of escalated and more complex employee and manager queries where required.
• Work within agreed service levels, KPIs, and quality standards.

Knowledge Management

• Review, maintain, and improve content within the MyHub (ServiceNow) knowledge base.
• Ensure employee self-service information, FAQs, and guidance materials remain accurate, relevant, and easy to understand.
• Identify opportunities to enhance the employee experience through improved knowledge content and self-service resources.
• Support continuous improvement initiatives relating to knowledge management and service delivery.

People Operations Support

• Provide flexible support across the wider People function during peak periods.
• Assist with transactional HR administration activities across the employee lifecycle, including:
  • o Onboarding and new starter processes
  • o Contractual changes
  • o Workforce administration
  • o Employee records management
  • o General People Operations activities
• Ensure HR processes are completed accurately and in accordance with policies and procedures.

Key Skills & Experience

• Previous experience in an HR Advisor, HR Shared Services, Employee Services, People Advisor, HR Operations, or Customer Advice role.
• Experience providing first-line advice and guidance to employees and managers.
• Strong written and verbal communication skills.
• Experience working within service-level agreements (SLAs), KPIs, and high-volume customer service environments.
• Experience using ServiceNow, Workday, or similar case management systems.
• Ability to manage multiple priorities while maintaining a high level of accuracy and attention to detail.
• Strong problem-solving skills and the ability to work independently.
• Experience maintaining knowledge base content, FAQs, or employee self-service resources.
• HR administration and People Operations experience.
• Experience handling escalated or complex HR queries.
• Previous experience working within a large, fast-paced organisation.