Case Study 1
Kate+Co had worked with the company for 2 years prior to the request to recruit 10 permanent vacancies and 8 temporary assignments to fill within a 4 week period.
Key Challenges of the Project
- Volumes needed meant we needed a minimum of 30 permanent candidates and 24 temporary candidate, all of whom met the agreed assessment criteria and who were available for interview within 10 working days of vacancy notification
- The recruitment process had to incorporate not just hard skills and experience, but needed to assess candidate attitude and personality accurately to ensure they embraced the mission, vision and values of the company.
- Whilst the project was given to Kate+Co on a sole supply basis, the company had previously used a large number of agencies and were receiving speculative CVs from multiple suppliers who were not screening candidates to the same rigorous standards. This caused issues of candidate duplication and inconsistent (or non-existent) candidate briefing.
- There were no second chances on this project and the lengthy group training left no room for error, demanding a “right first time” recruitment service.
We set up a dedicated team to support the project and ensured that the Account Manager visited the company to really understand the role, culture and environment. This included job shadowing and listening into calls to really understand the nature of customers and enquiries. We also worked closely with HR to identify the core values that each candidate must exhibit and structured a competency matrix with 10 key competencies to ensure that short-listed candidates provided evidence to demonstrate the required attitudes, behaviours, experience and traits in previous roles. Once the competency matrix and interview criteria were drawn up, we benchmarked existing staff to ascertain pass/fail marks and to ensure that the process predicted potential performance accurately. We also designed group assessment events with team and individual exercises that specifically targeted the competencies required in terms of listening, empathy, communication, accuracy, call handling ability, ability to comply with a set process, etc.
The Account Manager ran a workshop for the dedicated Account Team to ensure that the vacancy specification, soft skills and values were fully understood and the team were fully briefed.
Duplication of CVs and unscreened candidates were eliminated as all candidates had to be submitted via Kate+Co and the company agreed not to accept any candidates who had not first been through our short-listing process.
A results matrix was drawn up enabling us to compare candidate results with the benchmarked standards and short-list people quickly and easily. Short-listed candidates were then telephone referenced to ensure that the qualities identified in the process had been applied in previous roles.
- 54 fully vetted candidates were short-listed from the Kate+Co assessment events and submitted to HR. The numbers submitted met the original client goal of 3 candidates for each vacancy.
- All roles were filled successfully within the set 4 week time-scale and 100% of selected candidates started the training on time.
- The recruitment model designed for this project was so successful that it has now become the standard for each subsequent intake
- Kate+Co delivered on its promise to achieve 100% right first time recruitment
- The candidates have all gone on to complete the training and are performing well in the job.
Case Study 2
Kate+ Co was appointed as a supplier to a well known organisation in Birmingham mid tender as the incumbent suppliers were failing to deliver the calibre of candidates required and were not always meeting the compliance requirements within the contract.
This meant that the service was required almost immediately and we did not have the luxury of an extended contract mobilisation period during which we could identify all requirements and implement business processes and audit trails to ensure compliance with the contract and individual department needs and preferences.
The process commenced with the Account Manager meeting with HR and key stakeholders to identify the issues they were experiencing with the incumbent suppliers and scope out a potential solution.
Key Challenges of the Project
- The ordering process, authorised Hiring Managers and the procedure for ensuring that HR remained appraised of all external recruitment activity throughout the business.
- Methods for communicating the new contract across the business
- Vacancy acknowledgement and fulfilment timescales
- Accessing vacancy information (including job descriptions, person specification etc)
- The recruitment and vetting process required within each department
- Monitoring performance of temporary workers assigned
- Format, content and frequency of management information
- Timesheet and invoicing processes
- Quality measurement, audit and performance review
During implementation it became clear that the current recruitment process was failing to predict candidate performance effectively. Nearly 90% of all candidates submitted by incumbent suppliers were failing the Law standard assessments and this was creating unacceptable levels of work for the HR Team and extensive lead times for vacancy fulfilment.
The Kate+Co Account Manager established the full list of authorised Hiring Managers from HR and arranged meetings with each one to introduce the service and to identify the nuances of each department. Building relationships with Departmental Managers was vital as many were sceptical and had little time to spend briefing a new supplier. Requirements for each department were documented, approved by the Departmental Head and communicated throughout the Account Team to ensure compliance.
A process was set up to ensure that HR were copied in on any direct hiring requests to ensure they were authorised. Standard processes were also agreed to ensure that candidates being submitted to regulated roles were suitably vetted and check-lists were drawn up to prevent candidates from slipping through the net as they had previously. A format for monthly management information was also drawn up to allow HR to monitor usage and performance.
Recruitment plans were created to support anticipated staffing estimates were given to enable Kate+Co to create talent pools of relevant candidates and complete the complex vetting procedure (including DBS checks for some roles) in advance.
- We were able to fulfil a disproportionate number of vacancies that were offered to all three agencies
- We were given business critical sole supply projects to work on
- The calibre of candidates increased significantly and we are achieving zero non-compliances in quality audits
- Very few candidates submitted by Kate+Co are failing assessment as they have been thoroughly screened, interviewed, vetted and briefed prior to submission.