Moffat’s latest member of staff is helping the British manufacturer take employee engagement and customer service to new levels. Justine Scott-Gray is the company’s new HR business partner but her mandate is much wider than a traditional HR role.
“Justine is looking into just about every area of company activity,” said MD Gordon McIntosh. “She was originally taken on to look after personnel issues, but it quickly became apparent that her formidable expertise could help us in many other areas.”
Those areas include communications, man management, customer support and strategy.
“I’m passionate about finding solutions,” said Scott-Gray. “Part of the job is to get people round the table to have sometimes difficult conversations. For example, in a recent workshop we looked into customer service – what was working and what wasn’t. We have to make sure we understand exactly what the customer wants.”
Employee engagement initiatives include a workforce forum. “The forums are coming up with great ideas and the staff are really positive about having a bigger influence on company decisions,” she said. “The ideas are credible and well thought out, ranging from enhanced quality controls to supplying factory staff with logoed workwear. Many ideas are already being implemented.”