24/7 First-Day Absence Reporting for a Multi-Site, Shift-Based Workforce

Managing employee absence consistently is critical for organisations with large or dispersed workforces. When absence is reported late, inconsistently, or through multiple channels, it creates disruption, increases administration, and limits visibility for managers and HR teams.

This customer story shows how Lemon Contact Centre provides 24/7 first-day absence reporting for a UK organisation, helping to capture accurate absence information from day one and support a more structured approach to absence management.

The Client

The client is a UK-based organisation employing a large workforce across multiple sites and shift patterns. With employees operating outside standard office hours, absence was often reported inconsistently, placing additional pressure on line managers and HR teams to chase information and update systems.

The organisation required a reliable, always-available absence reporting service that could operate in line with their policies and support better visibility of absence across the business.

The Challenge

Before working with Lemon, the client faced several challenges:

• Absence reported through multiple routes, including voicemail, email, and direct manager contact

• Inconsistent information captured on first contact

• Delays in managers receiving absence details

• Limited visibility of absence patterns across teams

• Additional administrative burden on HR and operational managers

The client wanted a solution that would standardise first-day absence reporting, improve data quality, and support both operational continuity and employee wellbeing.

The Solution

Lemon worked closely with the client to implement a 24/7 first-day absence reporting service, aligned with their existing absence management procedures.

Employees report sickness or absence by phone to a live, UK-based operator. Advisors capture essential absence details, apply agreed triage questions, and log information in line with the client’s requirements. Where required, absence details can be recorded directly into the client’s systems, or provided via structured reporting.

Optional clinical support was also made available, including nurse call-back from a UK NMC-registered nurse, alongside clear escalation and signposting procedures.

All calls are recorded and subject to quality monitoring aligned to agreed SLAs, ensuring consistency, accountability, and auditability.

The Results

The service delivered clear benefits for the organisation:

• Consistent first-day absence reporting across all sites and shifts

• Improved accuracy and completeness of absence data

• Faster visibility for managers and HR teams

• Reduced administrative workload

• Greater confidence that absence was being handled fairly and consistently

By capturing absence information accurately from day one, the organisation gained better insight into absence patterns and supported a more proactive approach to absence management.

Supporting Employers with First-Day Absence Management

This customer story demonstrates how 24/7 first-day absence reporting can help organisations manage absence more effectively, support employees appropriately, and reduce operational disruption.

If your organisation requires a reliable absence reporting service that integrates with your processes and scales across your workforce, Lemon can help.