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Employee relations transformation at Starbucks UK

Table of contents
  1. Case study overview
  2. HR transformation outcomes
  3. Testimonial

10

reduction in absence rates in 12 months

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.

Case study overview

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: Simplifies case handling so managers can self-serve effectively and act at the right time.
  • Manager guided journeys: Digital journeys with in-built coaching tools to build capability, reduce HR escalations and improve employee experience.
  • HR Advice Line: Instant access to experienced employee relations specialists, aligned to Starbucks UK’s tone of voice and culture.
  • Reporting and insights: Custom dashboards, trend monitoring and root cause analysis to enable proactive, evidence-based people strategies.

HR transformation outcomes

Manager adoption of the new approach has been exceptionally strong, resulting in improved employee experiences and a more proactive style of people management. Key results include:

  • 10% reduction in absence rates
  • 15,000 additional hours focused on enhancing frontline services
  • 52% of ER sickness case actions now handled digitally by managers

This transformation has delivered a clear return on investment and underpins the exceptional employee experience Starbucks UK strives to provide.

15,000

more hours improving frontline services

Testimonial

”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.

Irine KatsiashviliSenior HR Business Partner, Starbucks UK

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