Retail Banking's 11x Uplift in Recruitment Need Wins Award
Company Background
Our client is a well-established and trusted retail banking service provider, with over 18,000 employees. With a large number of branches across the UK, our client provides their services to numerous customers daily and so ensuring that they have the right representation is essential.
Client
Contact
Business Type
Staffing Type
Recruitment Challenge
Our client came to us with the original need of 200 permanent staff, as a preferred supplier of their recruitment process outsourcing (RPO) specialist. This was quickly increased 11x to 2,200 permanent staff. A business with a long-standing history of providing exceptional retail banking services, our client required dedicated management and customer service advisors able to act as ambassadors of the brand.
Due to the volume of staff required and complexity of the roles, as well as the pre-employment check requirements set by the Financial Conduct Authority, our client required a trusted recruitment partner who could specialise in volume hiring across various UK-based locations. This included attracting up to 600 candidates each month, to achieve approximately 200 placements.
Recruitment Solution
As part of our solution, we divided our dedicated team into two – one to supply the high-volume candidate attraction and screening needs of the customer service vacancies and another to support the complexity of hiring for management and director positions. To reduce the time-to-hire for all positions, we reviewed our client’s current resource road-mapping and provided proactive information collection for all candidate applications.
Through our established talent base, and a carefully targeted, candidate attraction campaign which included advertising on job boards and the client’s website, we were able to supply all upcoming vacancies. Upon applying, candidates were required to complete an online survey of 35 questions covering basic numeracy, as well as several challenging customer scenarios to assess customer care aligned with our client’s ethos.
Recruitment Journey
To attract candidates, we ensured that our client was in a strong competitive position. By analysing their current pay rates, we found that they were as low as 11% below the market average. Through our in-depth analysis approach and honest conversations with the client, we were able to increase the pay rate to attract the talent they required.
Stakeholder communications between our service delivery team and client was integral to our ability to deliver a high touch, high quality, recruitment service experience. We increased our client’s visibility of current recruitment activity, demand forecasting, and feedback, with weekly calls.
The Results
Through our work with our client, we were able to provide:
- 100% fulfilment
- 11x uplift in recruitment need – with the candidate request rising from 200 to 2,200
- Up to 200 roles filled a month
- Time-to-hire reduced by up to 3 weeks
Due to the success of our candidate attraction and volume hiring, our client nominated Tate for the ‘Most Effective Attraction & Recruitment Programme’ award category at the 2023 CCA-Global Excellence Awards, which celebrate excellence in customer service and experience. The impact of our approach meant that we went on to win this award.
