Changing a process with volume recruitment can be a significant challenge for most businesses and most of us can identify with some of the key challenges of poor quality candidates, lack of candidates and high drop out rates, to name but a few. Join Kevin & Daisy as they talk through the Customer

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Customer Experience Recruitment
Transformation
Daisy Hodder – Recruitment Associate
Kevin Hough – Head of Talent, Learning & Resourcing
5th February 2020

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Who Are We?

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Who Are We?

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Our Business Transformation

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Roles & Initial Challenges
Not recruiting the right people & behaviours – Lost our
relationship with the business

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What we did
Amended our selection tools & recruited the right
behaviours
TAKING RESPONSIBILITY
WORKING TOGETHER
COMMUNICATING
ADAPTING
KEEPING CALM

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Outcome (what we saw)
Better candidates & recruiting the right
behaviours
The Good -

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What we learned
Process was too long & compromised the candidate experience
The Bad –
The Ugly -

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True Transformation – What?
Create a clearer, more effective, candidate friendly process for CEXP

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Systems Thinking CSR Process CSR Process Flow

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True Transformation – How?
Re-engaged with the business, provided and took onboard feedback
as well as improving the process

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Filming – Bringing Our Locations to
life

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Refreshing Our Branding

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New Billboard

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Bournemouth Office Tour -

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Outcome
Created a more streamlined process, whilst recruiting the best people for
LVFS

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New Recruitment Process

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Next Steps
Continue looking at our processes & building
business relationships

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Always work collaboratively with the business & learn from your
mistakes
Take-aways & what we learned