Building a new customer hub for Ocado in a candidate short market
In early 2021, Ocado Retail Limited (ORL), a joint venture between Ocado Group and Marks & Spencer Group, were experiencing a period of significant growth and were challenged with attracting and onboarding candidates in the volumes they needed to join their Customer Hub. ORL needed an experienced partner who would take control of Advisor and Team Manager recruitment, operating as an extension of its in-house Talent Acquisition function. With an onsite working model when the world was operating virtually, it was essential that the recruitment model was reflective of this whilst also ensuring that the required headcount volumes would be delivered.
The Solution
Greenbean consulted with ORL Leaders on the Talent Proposition for the Customer Hub in response to the latest changes in candidate demands, which had evolved during the Pandemic. Using our latest market insights and recommendations, from salary and benefits data through to ideas on alternative planning and shift patterns, ORL leaders responded with increased salaries and a variety of new shift patterns – and were one of the first to introduce the compressed hours 3-day week for Advisors.
Dedicating an experienced Delivery Team to ORL, Greenbean spent significant time in the business with wide-ranging stakeholders – from Operational Managers through to HR and Advisors to understand culture, values, behaviours, and performance metrics before creating a tailored Hiring Plan including the design of a creative, fully branded social media programme and end to end, values-based virtual hiring and engagement process.
The Results
During the project we processed a total of 1738 applications, 1236 screening calls, 421 video interviews, and 248 virtual assessments resulting in 157 permanent job offers.
'We successfully partnered with Greenbean as we recruited in the North East for the first time. Greenbean’s knowledge of the local area, contact centre industry, collaborative approach, and access to a massive talent pool was instrumental in us securing huge numbers of amazing talent with short turnaround times. Successfully delivering this in what has been an extremely challenging market is a testament to how hard Greenbean has worked to go above and beyond expectations.'
Measurement is intrinsic to the success of our work, demonstrating what works and where to improve, while informing future approach to resourcing processes and strategy.
