The Society’s Resourcing Team previously managed the process for all permanent recruitment in-house.

This was not sustainable or effective and consequently the Society wished to outsource the permanent and fixed term recruitment process to a 3rd party Supplier.



  • Take responsibility for the coordination and delivery of the recruitment process
  • Deliver the services through clearly documented and efficient processes eliminating inefficiencies and task duplication
  • Ensure compliance with the Society’s processes and policies and financial industry regulation
  • Deliver a positive experience for all prospective candidates irrespective of whether they join the Society
  • Strive to improve service quality and drive cost efficiencies for the duration of the contract period
  • Provide informative and insightful management information that supports the delivery of the services in scope
  • Provide complete transparency from both a commercial and process perspective


  • Full mobilisation of a team of 8 people in Chester
  • TUPE transfer of 2 people from the Society with onsite MBA presence
  • Complete re-engineering of the recruitment process
  • National social media campaign
  • Re-invigorated EVP to help attraction and acquisition Introduced referral network
  • Complete technology overhaul and implementation of candidate zone
  • Introduced and project management implementation of ATS (Eploy)


  • 608 branch network and 860 contact centre roles recruited
  • 355 head office roles ranging in salary between 16k to 160k
  • 70% greater stickiness of candidates in process
  • First time at headcount in over 20 years
  • Comprehensive EVP deployment
  • 70% interview:hire ratio
  • 47% cost per hire reduction
  • 40% reduction in Time to Hire 98% Successful Placement Rate
  • Reduction of attrition to from 29.1% to 9.2%