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In 2020, Virgin Atlantic redefined their HR operating model. This included removing the Employee Relations Manager and Consultant roles and setting up a centralised Advice and Guidance team within People Operations. It was recognised by the Leadership Team at Virgin Atlantic that processes needed to be underpinned by an effective self-service offering to maintain the leadership style synonymous with the brand: that happy employees equal happy customers.
Accordingly, they sought a partner that could provide:

• a best-in-class service, as befitting Virgin Atlantic’s reputation as a market-leader;
• a manager self-service solution, aligned with Virgin Atlantic’s reputation as an innovator;
• a seamless extension of the in-house HR Team; all in a cost-efficient way.

Key Fact

97%

of Virgin Atlantic Managers rated our case adviser's understanding of their business area and specific circumstances as excellent.

“Fantastic service – the advice was brilliant and gave me all I needed to handle the case on my own.”

Line Manager feedback, Virgin Atlantic

The AdviserPlus solution

AdviserPlus worked with Virgin Atlantic  to deliver:

  • Within just four weeks of engagement, AdviserPlus mobilised an advice line, staffed by dedicated ER advisers who were wholly aligned with Virgin Atlantic’s policies, processes, procedures, culture, brand identity and commerciality;
  • empower® technology to provide line managers with the ability to self-serve and end-to-end manage people matters, including sickness absence, informal disciplinary, performance and grievance, and flexible working from their remote locations, with confidence and consistency  This meant a substantial reduction in the volume of cases warranting involvement from the in-house HR Team, enabling them to focus on the more complex cases;
  • An analytics portal to provide a centralised reporting dashboard for all ER and advice and guidance data;
  • Assurance that people matters are being dealt with consistently and compliantly, with any complex cases or concerns referred to the in-house People team.

Read the full case study here.

The benefits

24/7 access to case management portal and analytics solution to track case progress and volumes

Consistent high-quality advice and guidance from AdviserPlus advisers who are fully immersed in the company’s culture, practices, processes and policies

Assurance that people matters are being dealt with consistently and compliantly, with any complex cases or concerns referred to the in-house People team

Increased confidence and capability in managers to deal with people issues before engaging with HR

Cost and resource efficiencies created as a result of outsourcing to AdviserPlus

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