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2025 Awards Case Study: Making absence management work for everyone

Published on 24 June 2025

2025 Awards Case Study: Making absence management work for everyone

When Cara Wilson stepped into her role as Manager of the SMART team at Jet2, she wasn’t looking for quick fixes. She was focused on creating meaningful support systems that prioritised colleague wellbeing. Absence in the contact centre was high, and the processes to manage it weren’t always fair or effective. Cara wanted to change that—not just by reducing absence but by making sure colleagues felt genuinely supported.

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Author: Leanne McNamee

Categories: Library, Awards Case Studies

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