The strain on HR: Outsourcing managed services eases the pressure

HR teams and line managers have always been at the heart of change in any organisation. But today, the pressure is mounting like never before. From managing restructures and redundancies to keeping employee engagement up and ensuring HR policies stay compliant with the latest legal changes – it’s a lot to juggle.

Legal reforms, such as the proposed Employment Rights Bill, only add to the challenge. With calls for clearer working terms, enhanced employee protections, and stricter redundancy rules, the stakes are high. A single misstep – whether it’s poor documentation or a flawed process – could lead to tribunal cases, unfair dismissal claims and reputational damage.

At the same time, employee relations (ER) casework is becoming more complex and time-consuming.

Line managers are often the first point of contact for dealing with sensitive issues, yet many lack the training to handle them effectively. In today’s complex hybrid work environment, their roles have grown significantly more demanding compared to just a decade ago.

With the mental health crisis, rising sexual harassment cases and the challenges of managing disparate teams, the pressure cooker is at boiling point. These situations are legally risky and emotionally taxing. When they’re mishandled, the consequences are serious.

And because of this, HR is getting pulled in to support the nitty-gritty of operations, leaving less time to focus on the big picture strategic priorities. This pressure is having a huge impact and its no wonder burnout is on the rise. 94% of HR managers say they have signs of burnout and People Management cite that over a third (34%) of HR professionals are thinking about leaving their jobs in the next year, with burnout being a primary cause.

With tribunal cases on the rise and new day-one rights likely to drive even more ER cases, already stretched HR teams are facing even more pressure. As internal resources become increasingly strained, the burden on HR will only intensify in the months ahead. To better support both HR professionals and line managers, organisations must act now.

So, it’s essential to find ways to reduce workloads, improve outcomes, and – most importantly – safeguard the well-being of those at the forefront of these challenges.

The case for outsourcing HR services

Outsourcing key managed services, like an HR Advice Line, people policy support, and ER case management support, offers a practical, scalable response to growing workplace demands. This can make a huge difference for both HR teams and line managers. Here’s why:

• Dedication to ER matters: Outsourced employee relations advisory teams are dedicated just to ER case matters, so they are not pulled into everyday matters that are typical in organisations, and ongoing training in best practise is managed by the service provider.
• Supporting line managers: With managed employee relations services, managers can get the help they need to deal with routine HR issues, increasing their capability to manage people matters while reducing the workload on HR. This gives them confidence to manage long-term absence, performance improvement plans or grievances, which are complex and sensitive.
• Less burnout for HR teams: By outsourcing some of the daily casework, HR teams can reduce their workloads, giving them more time to focus on the strategic priorities that require their specialist skills – such as organisational change, leadership development and workforce planning.

In short, outsourcing helps HR teams become more resilient, improving outcomes across the board and improving efficiency for everyone.

HR Advice Line

Outsourcing HR advice is like having an expert HR team available whenever you need them – without overloading your in-house HR team. Here’s how it helps:

• Expert advice when you need it: Line managers can call the advice line for guidance on things like absence management, grievances, or misconduct. This gives them direct access to the latest legal advice and coaching through cases, reducing risks and ensuring compliance.
• Saving time and resources: Outsourcing typically enables organisations to deliver the same service with fewer ER resources due to the dedicated nature of the service.
• Impartial support: The external experts can handle sensitive situations objectively, which helps maintain workplace harmony and improve outcomes.

Our advisers evaluate both the competence and confidence of the managers they work with, adjusting their approach as needed. They use a coaching style to provide appropriate support, especially where closer guidance is required. Each adviser is trained in your organisation’s policies, processes, procedures, culture, and risk appetite to ensure consistent and informed support. Find out more here.

96% of line managers who outsourced our HR Advice Line services say they would recommend it. – MI Analyst

HR consultancy and policy support

Another key area where outsourcing adds value is in HR consultancy and policy development. With ever-evolving employment legislation, keeping your people policies up to date can be a time-consuming challenge. Outsourcing eases that burden, offering:

• Expert policy reviews: External CIPD-qualified HR consultants can review, update, and tailor your policies to ensure legal compliance and alignment with your organisation’s needs.
• Clear, practical policies: Outsourced support can help you create policies that are easy to understand, aligned with your brand tone and values, and straightforward to apply.
• Easy rollout: Outsourcing can accelerate the modernisation of policies, identify any gaps, and ensure consistent understanding across your organisation.

This approach helps you stay legally compliant while creating a fair, transparent and positive workplace culture. Find out more here.

HR case management technology

For line managers handling complex employee relations cases, technology can be a game-changer. empower® is a transformative case management system designed to make it easier for line managers to deal with ER issues confidently while giving HR teams full visibility over casework. It offers:

• Centralised case tracking: All employee relations cases are documented and tracked in a single, unified system, ensuring easy access to information, greater visibility and reducing the risk of anything falling through the cracks.
• Automated workflows: With automated reminders and escalation points, cases progress smoothly and don’t pile up on HR’s list.
• Real-time reporting: HR teams can see trends, risks, and outcomes, enabling better decision-making and long-term planning.
• Compliance and evidence: Full audit trails are captured and can be output at the touch of a button, which is crucial for saving time and proving compliant processes were followed at tribunal.

By implementing technology-driven case management, organisations can streamline HR processes, improve consistency, and enable managers to resolve issues independently, all while maintaining HR oversight and reducing risk.

Outsourcing HR services delivers ROI

Outsourcing HR services reduces the pressure on HR teams, but it can also deliver significant ROI for the organisation. Here’s how:

• Reduce admin burden: By outsourcing routine tasks like ER case management, HR teams can focus on more strategic areas, saving time and money.
• Deliver ER cost efficiencies: Organisations that have embraced outsourcing have seen a 65% reduction in ER case advisory costs. That’s a substantial saving that can be reinvested in other areas.
• Enabling proactive people strategies: With insights that drive a data-driven approach to people management and HR freed up to more time to spend on strategic priorities, organisations can proactively tackle people matters, resulting in lower sickness absence rates and fewer employment tribunal claims, which directly impact the bottom line.

Outsourcing reduces strain on HR teams, helps prevent burnout, and supports a healthier, more engaged workforce. Get in touch to find out how we can help, or find out more here.