Grant Macfarlane Email & Phone Number

Edinburgh, Scotland, Gb

Livingston, West Lothian, United Kingdom

- Providing expert guidance and support to People Managers on some of the highest risk ER cases such as potential dismissals, complex grievances involving bullying, harassment and discrimination allegations and appeals against dismissals and final written warnings;- Providing ad-hoc specialist support to Senior Leaders on sensitive and escalated cases;- Partnering with aligned stakeholder business areas to help identify trends in case activity and support with strategic initiatives;- Onboarding, coaching and developing ER Advisors and ER Consultants on all case types, including regular case reviews and ad-hoc training as well as assigning casework;- Scoping, designing and delivering change and continuous improvement initiatives across the team and collaborating with colleagues across the wider Group People Services department to help shape and improve ways of working;- Auditing, monitoring and reviewing the case management systems (including our Sky Listens EthicsPoint portal) to ensure our data is accurate and up to date, in accordance with data protection and regulatory requirements.

Livingston, West Lothian, United Kingdom

- Providing support to People Managers on high level ER matters including potential dismissals, grievances which include allegations of discrimination, bullying or harassment, whistleblowing cases, appeals of dismissals and final written warnings, disability related absence and capability, and any ad-hoc cases which are perceived as high risk or requiring specialist guidance and support;- Providing expert advice and subject matter expertise in the management of complex employee issues and concerns, influencing and coaching Business Leaders at all levels to confidently manage high risk and sensitive employee relations activity, ensuring matters are resolved quickly and in line with best practice and legal requirements;- Supporting a high volume caseload of up to 35 live ER cases in a dynamic and fast-paced environment, ensuring cases are progressed in a timely manner, and delivering high quality and accuracy of case management;- Providing timely, relevant and constructive feedback on casework to drive and enhance manager capability;- Supporting with continuous improvement activity both within the team/wider Group People Services department and with stakeholder groups.

Livingston, West Lothian, United Kingdom

- Providing high quality and consistent HR support, advice and guidance to People Managers and employees at all levels, on policy and process across the full spectrum of People topics and employee lifecycle;- From July 2017, I moved into a hybrid/flex role encompassing 50% People Advice and 50% Employee Relations casework, responsible for managing a range of ER Cases, coaching People Managers to confidently manage complex HR activity.

Dunfermline, Fife, United Kingdom

- Leading and motivating a team of Second Line Customer Advisors, ensuring through coaching and continuous development, that they each have the right blend of skills to deliver the best possible customer experience, anticipating and exceeding expectations, and delivering a brilliantly easy service proposition, in a dynamic and fast paced environment;- Coaching and developing team members, using a range of coaching models and a variety of reporting metrics to measure performance, with a strong emphasis on achieving high levels of customer satisfaction, measured primarily through NPS (Net Promoter Scores) and FTR (First-Time Resolution);- Performance Management with particular focus on effectively managing absence and under-performance, ensuring a consistent and acceptable standard of conduct, achievement of a variety of behavioural and objective deliverables, and ensuring all activities benefit the customer and business;- Conducting investigations, and chairing formal conduct, capability, flexible working and absence meetings as well as grievances and appeals in line with policy and best practice.

Dunfermline, Fife, United Kingdom

- As well as continuing to lead and manage the Sky Business Partners (new media products & services) weekend contact centre team as I had done previously, this role additionally gave me the opportunity to represent the wider customer service department as part of a project group which was responsible for delivering the first iteration of Sky’s mobile on-demand service “Sky Anytime by Mobile” (which has since evolved to become Sky Go). - I contributed to this project team as a Subject Matter Expert, scoping and shaping the customer service processes to ensure that the overall customer journey for billing and account management enabled us to meet our objectives in the delivery of an excellent service post-launch, which then embedded into the BAU customer service processes for all on-demand customer interactions

Dunfermline, Fife, United Kingdom

Weekend Shift Team Manager- Leading, motivating and coaching a group of Team Leaders to ensure delivery of an excellent customer experience through the coaching and leadership of their Advisors, in a dynamic and fast paced environment;- Analysis of team performance results, translating specific areas into goals and targets for continuous improvement, setting and reviewing targets on a regular basis;- Performance Management, including managing sickness absence, managing under performance where appropriate, conducting investigations, attendance, capability and disciplinary hearings;- Recruitment and selection of Customer Advisors and Team Leaders via Assessment Centres (comprising activities such as competency based interviews, group exercises, role plays etc);- Representing the department in strategic projects and in developing models to support growth of future products and services;- Performing duties as a trained major incident controller during emergency situations;- Deputising for the Contact Centre Manager as and when required.

Dunfermline, Fife, United Kingdom

Weekend Shift Team Leader- Leading a team of Customer Service advisors, coaching and developing to provide a customer focused service with first time resolution wherever possible;- Reviewing performance on an ongoing basis and agreeing targets to enable achievement of departmental performance goals;- Conducting one to one meetings, including return to work discussions, appraisals and reviews;- Facilitation of team briefings/meetings and team building exercises;- Coaching team members as necessary to learn new skills.

Dunfermline, Fife, United Kingdom

Dealing with all billing, viewing and general customer enquiries over the digital and analogue Sky Television platforms within Sky’s Customer Service Contact Centre, providing excellent customer service and first time resolution wherever possible.

Edinburgh, City Of Edinburgh, United Kingdom

Delivering high quality and consistent HR support, advice and guidance to Line Managers and employees across the full HR spectrum and employee lifecycle, referring to Council personnel policies to ensure consistency and best practice;Assisting with the preparation of materials relating to disciplinary and grievance hearings, occupational health referrals, and other generalist HR matters;Arranging external/in-house training courses for staff, and reporting on training undertaken, to assist with managing the Department’s training budget.Preparing a variety of reporting for stakeholders, such as absence performance, pulling raw data from HR Systems and manipulating this into meaningful and useful MI;Undertaking end to end recruitment, from producing recruitment packs/adverts and uploading to Council Recruitment Web-page/external recruitment consultants, dealing with enquiries from applicants, preparing interview letters, reference requests, offer letters and drafting contracts of employment/statement of particulars;Attending panel selection interviews, as HR representative, to assist managers with the recruitment process.