This document discusses LV='s initiative to build a part-time customer service representative community. It identifies three key groups for recruitment: parents returning to work, mature workers, and students. Market research was conducted including focus groups with these audiences. A trial was conducted recruiting 108 CSRs in phases at LV='s Huddersfield office. Lessons were learned about recruitment ratios, managing expectations, and referencing part-time candidates. The process was refined between phases based on feedback. The recruitment sources, candidate experience, and guidance for rolling out part-time hiring across sites were reviewed.

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