Starbucks UK: Strategic HR transformation cuts absence costs
empower® is a self-service employee relations case management platform, complemented by HR advisory services. By empowering managers, empower® has reduced sickness absence rates by 10% and freed up HR to spend more time on operational excellence.
In early 2024, Starbucks UK partnered with AdviserPlus to launch its employee relations transformation solution, empower®, supported by an HR Advice Line, setting a new standard in employee relations. The solution includes:
- empower® ER case management system: The empower® platform simplifies ER case management, enabling managers to act confidently to self-serve people matters effectively and do the right thing at the right time.
- Manager guided journeys: Unique digital guided journeys and in-built coaching tools that build manager capability, reduce HR escalations and improve employee experiences.
- HR Advice Line Service: Direct access to experienced employee relations specialists, offering managers instant access to compliant, best-practice guidance. This was configured to reflect Starbucks UK’s tone of voice and cultural values to ensure seamless integration.
- User-friendly reporting and data-driven insights: Custom dashboards, ER case trend monitoring, and root cause analysis provide actionable data to drive a proactive, evidence-based approach to people strategies.
Key Fact
10%
reduction in absence rates in 12 months
Empowering our managers with guided journeys has been a huge win for us. It’s really boosted managers leadership, helped us cut absence rates by an incredible 10% in just one year, and freed up our HRBPs and district managers to focus on strategic priorities. What’s been especially impressive is the seamless integration and cultural alignment of the external advisers. For a company like ours, where our values are everything, that cultural fit is invaluable. The results really do speak for themselves.
Starbucks UK
HR transformation outcomes
Manager adoption of new ways of working has been overwhelmingly positive, leading to better employee experiences and a more proactive approach to people management. Key outcomes include:
- 10% reduction in absence rates;
- 15,000 more hours improving frontline services;
- 52% of ER sickness case actions are managed digitally by managers.
The transformation delivered a clear ROI and supports the outstanding employee experience that Starbucks UK commits to.
Key Fact
15,000
more hours improving frontline services
This is my first time using empower®. You’ve made it so easy for me to understand.
It’s amazing, thank you.
Starbucks UK
Key results: empower® and HR outsourcing in action
10% reduction in sickness absence rates returning 15,000 frontline hours to stores
Within 12 months, streamlined processes and proactive support cut absence rates by 10%, returning around 15,000 frontline hours to stores. This improvement translated into enhanced customer service, operational excellence and an uplift in performance.
52% of sickness case actions are managed digitally by managers
Tailored advice and step-by-step digital journeys have empowered managers, including new hires, to self-serve people issues with ease, reducing adviser calls and boosting team morale and performance. 52% of all ER sickness case actions are now managed digitally by managers.
Get in touch
Or speak to an HR expert on: 0844 327 2293