People Policy and Advice Contact Adviser

Job Type HR
Location Bracknell Campus
Partnership Level 8
Closing Date 04/06/2023
Vacancy Type Temporary
Salary £33,000.00 - £49,500.00
Salary Frequency Annual
Hours of Work 35


We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where it is possible to do so. Please discuss this further with the hiring manager during your interview.


Our Purpose

Working in Partnership for a happier world – our shared Purpose that guides us in everything we do and inspires 3 important principles; happier people, happier business, happier world. The John Lewis Partnership is a truly unique business, one that seeks to make a positive difference to the lives of everyone.

At a glance

We know flexible working is important to you, and it is important to us too.

The Partnership has adopted a hybrid working approach meaning you'll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. 

We are looking for candidates within the salary range of £33,000-£37,000

  • This role is a fixed-term contract until until the end of December 2023 (internally known as Secondment).

About the role

People Policy Advice offers advice and guidance to all Partners across the business about our People Policies.


We are currently looking for an Advisor to work within the team, to Coach, guide and advise People Managers and Partners, who seek advice on People policies, processes, and best practice on Employee Relations matters.


This role is telephone-based providing mainly first-contact resolution advice, there may also be some email advice to provide too.

This role is part of a fast-paced operation.

You will need to have a  high degree of integrity and influence, to question, coach, and advise over the phone. The ability to listen well, and quickly build rapport and trust with the caller is vital. You will also need to be able to offer options, point out risks involved where required, and supply the relevant information enabling well-informed judgement based decisions.


You will need to be able to capture details of the case on the Group Case Management (GCM) system at the same time as discussing the case so this role would suit an individual who is able to multitask, think on their feet, and record information accurately.

The team cover an operational window on a rota basis:

  • Earliest start: 08:00

  • Latest finish: 18:00

  • Saturday working on a rotational basis - 09:00 - 17:00

  • Some night shifts on a rotational basis Monday and Thursdays 9pm to Midnight

The team operates an extended evening service on a Monday and Thursday evenings 21:00 - midnight.

As this extended-hours service offering develops, some flexibility to include evening work may be required.

Requirements include, but are not exclusive to:


Responding to all People manager and Partner requests for People Policy advice.

Ensuring People managers understand the appropriate Partnership People policies and the potential risk involved in their decision making 

Provision of coaching and advice which enables People managers to make an appropriate judgement based decision on the next steps

Provision of People policy advice and guidance for ad hoc requests such as drafting Gazette letter responses

Develops new areas of knowledge and keeps up to date with current employment legislation and the impact on the Partnership.

Contributes to allocated case management groups , keeping up to date and liaising with other teams where necessary, cascading knowledge within the team

Essential skills you’ll need 

Relevant CIPD qualification or working towards this. (This is essential and we cannot accept applications without this).

People Manager / HR experience of employee lifecycle

Knowledge of Employee Relations best practice

Team working skills or operational environment experience

A good understanding of UK employment legislation and People policy and procedures. 

Sound understanding of the Partner lifecycle and proposition.

Demonstrates great coaching skills and likes supporting others

Desirable skills you could bring

Consistent track record of delivering against SLAs

Working in a HR/Customer Service Centre 

Customer Relationship Management (CRM) and service management tools and processes

HR Information System experience

Benefits of the Partnership and the role

  • You will enjoy 25% discount at John Lewis and 20% in Waitrose 

  • The Partnership has a competitive pension scheme where your contributions will be matched by the Partnership (up to 8% of pay)

  • Excellent work life balance, including a focus on well-being and flexible working and our market leading equal parenthood leave Policy

  • Find out more about the extensive range of exciting benefits that you could enjoy when you join us on our website under About the Partnership; Benefits. 

Next Steps 

The application form consists of a CV upload followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications and see further guidance on the PDW under "Internal application process"). 

Please note we reserve the right to close early if we receive high levels of applications.

Once you've submitted an application the next steps of the process, if successful, are likely to include a 1 stage interview.

Thanks for your patience in the meantime and for showing an interest in joining the John Lewis Partnership.

You can view a copy of the full job outline here:-

Internal applicants- use your internal email address to view this folder:-

External applicants- view the attached job outline

For internal use only:





At the John Lewis Partnership, we embrace our differences. We want you to be you. Because, well, we know you're at your best when you're free to be yourself. Being a truly inclusive employer to us means creating an environment which celebrates your contribution, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief. It's why we've set our own aim to become the UK’s most inclusive business - for our Partners (employees) and our customers. We firmly believe that our future success lies in diversity of thought from all Partners and it's integral in our mission to build a happier world. We welcome applications from everyone interested in working for us. And, once you're a Partner, your differences will make all the difference. Find out more about D&I in the Partnership here -

Attachment: PPA Advisor Job Outline - March 2023.docx.pdf 


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