Gemma Underwood Email and Phone Number

Responsible for the KNOWHOW brand - 16 Distribution sites, the Repair Centre and Customer Contact Centre • End to End case management for all HR policies.• Coaching Store Managers, Area Managers, Regional Managers, and Customer Service Centre Managers, with advice on the Capability procedure and guiding them through the procedure ensuring consistency and fairness across the business.• Advising and guiding Store Managers, Area Managers, Regional Managers, and Customer Service… Show more Responsible for the KNOWHOW brand - 16 Distribution sites, the Repair Centre and Customer Contact Centre • End to End case management for all HR policies.• Coaching Store Managers, Area Managers, Regional Managers, and Customer Service Centre Managers, with advice on the Capability procedure and guiding them through the procedure ensuring consistency and fairness across the business.• Advising and guiding Store Managers, Area Managers, Regional Managers, and Customer Service Centre Managers during the disciplinary process from complex situations such as criminal behavior to misconduct issues such as failure to follow fives in a consistent and fair approach.• Advising employees through the grievance procedure.• Supporting Managers through Appeals, Grievances and high risk disciplinary. • Providing advise for employees and managers through the Sickness Absence procedure mainly on long-term sickness cases. • Advising on other ER policies such as Flexible working policy, Maternity and Paternity • Guidance for managers and employees during redundancy situations to ensure consistency and fairness across the business.• Providing support for Store Managers, Area Managers, Regional Managers, Customer Service Centre Managers and colleagues through the ad-hoc projects such as the Better Stores project and TUPE situations.• Ensuring all notes are in line with company policy and accurate information has been gathered to progress through the disciplinary process.• To provide support and assistance to colleagues, through mentoring colleagues at entry and established level Advisors and providing guidance on cases. • Ensuring all legislation, policies and processes are followed and advising when necessary. • Update and maintain the case management system with all ER issues and queries. • General administration produced by the advice given and the case management system. Show less

Same role as Biwater Services

TUPE'd to Mouchel Sept 2008• Managed the TUPE process for 250 employees to 2 different organisations, including myself to one organisation.• Prepared management reports, adhoc, monthly reports such as turnover, sickness absence, and management information as and when required.• Provided support for employees on the TUPE process and prepared the documents for this process• Manage the disciplinary process, giving advice to management during the process as well as attending all… Show more TUPE'd to Mouchel Sept 2008• Managed the TUPE process for 250 employees to 2 different organisations, including myself to one organisation.• Prepared management reports, adhoc, monthly reports such as turnover, sickness absence, and management information as and when required.• Provided support for employees on the TUPE process and prepared the documents for this process• Manage the disciplinary process, giving advice to management during the process as well as attending all disciplinary meetings, from complex situations such as fraud, to misconduct issues. • Prepared bundles for employment tribunal cases.• Provided guidance and advice for managers for Capability/Performance issues• Advised on re-structuring of the division, resulting in advise on the Consultation and Redundancy procedures, carried out the consultation meetings and redundancy meetings with Managers.• Harmonisation of T&C project.• Introduced exit interviews to investigate the high turnover of employees, poor management of the employees was the main concern developed management development for the Field Team Leaders. Turnover reduced from 18% to 13%• Developed the Sickness and absence procedure, reducing the rate from 9% to 2%, advising on long-term sickness, and capability issues.• Designed and delivered training to the management team, for Sickness & Absence, PPA, Employing Migrant Workers and Dispute Resolution• Designed and implemented the procedures for recruitment and selection, using a competency based criteria• Providing the service over the telephone, electronically, face to face at multiple Client sites. Show less