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"Building a Part-Time Community" by Nicola Prescott, LV= #DiscSource 2013
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"Building a Part-Time Community" by Nicola Prescott, LV= #DiscSource 2013

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Laura Prescott from LV= "Building a Part-Time Community"

Laura Prescott from LV= "Building a Part-Time Community"

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  • RA introduces themselves Heath and safety, toilets, refreshments. Ask each candidate to introduce themselves, name and why they have applied to LV=
  • Well done for getting this far in the selection process. We receive a huge amount of applications every month, we tested your skills so far in a telephone interview and an online test, today is about seeing you in person! Talk through how many cv’s received and how many telephone screening taken place to filter down to today.
  • Well done for getting this far in the selection process. We receive a huge amount of applications every month, we tested your skills so far in a telephone interview and an online test, today is about seeing you in person! Talk through how many cv’s received and how many telephone screening taken place to filter down to today.
  • Well done for getting this far in the selection process. We receive a huge amount of applications every month, we tested your skills so far in a telephone interview and an online test, today is about seeing you in person! Talk through how many cv’s received and how many telephone screening taken place to filter down to today.

"Building a Part-Time Community" by Nicola Prescott, LV= #DiscSource 2013 Presentation Transcript

  • 1. Building a part time community:- The Sourcing & Selection of part-time Customer Service Representatives Nicola Prescott Resourcing Operations Manager
  • 2. Firstly…… Challenge 1:- •General Insurance sites across UK at full capacity •Need some commercial opportunities to maximise space Challenge 2:- •LV= commitment to being a ‘destination employer’ & ‘best loved insurer’ •LV= commitment to provide working hours that supports our employees lives So what's driving this initiative?
  • 3. Ice Breaker – Knowing Me, Knowing You……. • Review our own experiences of part-time CSR’s:- What worked/failed, how can we learn from this? • Look at competitors experiences • What have they experienced that we could apply to our business? Market Research Mature Market:- Case Study – B&Q Parents returning to work Market:- Case Study – Marks & Spencer Student Market:- Case Study – JD Wetherspoons
  • 4. Firstly…… • Market Research identified 3 key groups of part-time working communities to attract • We needed to go to market to understand their view on us!
  • 5. Moderated online discussion board over the course of two days 3 audiences, interested in part-time work: Parents looking to return to work Mature market Student Online Focus Groups 5 ParentsParents StudentsStudents RetiredRetired Financial (major reason!)Financial (major reason!) Want to rejoin ‘adult’ world Want to rejoin ‘adult’ world Independence from parents Independence from parents Money (not as in depth as the financial concerns of other groups) Money (not as in depth as the financial concerns of other groups) Looks good on CV for future Looks good on CV for future Missing work and contact with other people Missing work and contact with other people Want to keep mind active and avoid loneliness Want to keep mind active and avoid loneliness Want to feel useful Want to feel useful Extra pocket money Extra pocket money More urgent “need”
  • 6. Working with our business to identify where part time communities are largest in the UK, and which of LV=‘s sites that would be appropriate to trial part-time workers Getting the basic’s right 6
  • 7. Continued work with the operational planning teams on the reality of our part- time offering to the market place:- Hours & Shift patterns – Are these desirable/realistic? Location – Are we picking part time friendly locations to recruit & retain staff? Training – How can we make sure they are trained to do a great job? Management – Are we set up to manage these employees as best we can, are our polices fit for purpose? The output? A trial of the recruitment of Customer Service Representatives in 4 phases, based out of our Huddersfield office – 108 recruits delivered in 6 months Getting the basic’s right 7
  • 8. 8 Putting our findings into practice AveragetimetohireXweeks Week Approval Ass CentreAss CentreAss Centre Training 4 week Notice Period Internal advertising Advertising/ campaigns Testing Telephone interviews OR Open Day session (if applicable) Ass Centre Ass Centre Ass Centre Referencing Week Week Week Week Week Week Week Week Week Week Used the standard recruitment process for volume Customer Service roles as a template and created a recruitment plan Made assumptions of the ratios of recruitment based on what we knew of recruitment in the site that was the ‘trial site’ for part-time (only previous dealt with volumes of 12)
  • 9. Combination of advertising methods:- Press, Online, Outdoor and Radio to build presence in the local community Advertising: Building a part-time brand 9
  • 10. Are we fit for purpose?
  • 11. Recruitment of the 1st phase of part-time CSR’s into Huddersfield taught us a number of things:- •True reflection of recruitment ratios with part-time profile •True reflection of ratios and lead in times of larger volume groups of recruitment •Managing expectations with the Line Manager community of candidates •Referencing/disclosure issues with identification Phase 1 – What did we learn?
  • 12. 12 Changes, changes……. Reviewing phase 1 pushed us to make a number of changes and tweaks to our process and delivery times before the next phase!
  • 13. 13 Phases 2,3 and 4 Changes to the processes help support the remaining phases of recruitment Continuous feedback to the project group to document what we were seeing in the market Continuous feedback from the project group/trainers/line managers to review what these employees are experiencing and how can we adapt our processes Review of advertising methods – where are we finding applicants? Use of other attraction strategies where needed – Phase 4 saw us using Open Days instead of Telephone Interviews
  • 14. Review & Re-cap
  • 15. Review & Re-cap • Profile of our part-timers – who did we recruit? • Attraction sources, what did and didn’t work with our advertising • Agreed lead in and delivery times for large volume groups (up to 40 heads) • Materials fit for purpose for part time candidates • Anecdotal feedback from part time employees on the candidate journey – the good/bad and ugly • Site by Site pecking order for the recruitment of part time CSR’s across LV= sites • Creation of guiding principles and project handed over a BAU.
  • 16. Any Questions?Any Questions?
  • 17. Thank you for your time