Feature

Jacqui Carr
Director of People Operations
HomeServe

What project are you proud of?

In my own area I’m really proud of a new HR and payroll tool that we have introduced that means more responsibility is being passed on to our managers. We’re very much a company that encourages our people to ‘own it’ and this new addition is a true reflection of that cultural commitment.

Key projects like this are all about making sure the business is future-proofed, with the right people, with the right skill sets, in the right roles. We wanted to make sure our spans of control were better aligned, so we have removed those hierarchical layers that were causing duplication and complexity. It has saved money and improved efficiency across the business and helped shape us for the future.

What are you excited about?

With HomeServe I’m always excited about the unknown. The diversity of work is fantastic and I love the fact that we have a constant eye on growth. We’re not afraid of challenging norms, pushing boundaries or ways of thinking. We have recently taken on some new parts of the business so it’s very exciting to be able to integrate the business and align the overall employee offering. We want to make sure anyone joining the organisation is engaged in what we’re all trying to do and feels part of it.

What does an average day look like?

Busy! To be honest, there really isn’t such a thing as an average day because every day is different. In any one day you can deal with specific strategic stuff while juggling the tactical, day-to-day work. My days can involve any part of the employee journey, from recruitment, to inductions, employee relations, occupational health or payroll support. It’s a fast-paced environment and I really enjoy it. The most important thing is that we always put our people first, because we know that that’s the way we get it right for our customers.

What is your guiding philosophy?

Treat people how you want to be treated. Always. When I put my head on the pillow at night and I know I’ve done a good job by our people then that’ll do me. If I can’t and if it’s playing on my mind, then it’s my first job the next day to make sure I put it right. It’s about getting our ethos into hearts and minds. We want our people to live and breathe it and we know that if we treat our people right it translates right through to our frontline and customers.


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