Northumbrian Water Limited (NWL) is a water company in the United Kingdom, providing mains water and sewerage services in the English counties of Northumberland, Tyne and Wear, Durham, and parts of North Yorkshire, and also supplying water as Essex and Suffolk Water.

Scope

In September 2022, Northumbria Water approached Greenbean with two specialist roles within their contact centre they had several attempts to recruit directly but were unable to secure the right talent.

The roles of Performance Optimisation Manager and Internal Communications Business Partner, are both critical hires in boosting business performance.

Solution

As Northumbrian Water had previously attempted to fill the roles without success, we understood this assignment would require a proactive search. 

We mobilised two highly experienced talent partners to work closely with Northumbrian Water’s recruitment manager and senior leaders. They spent time understanding the business, culture, values, and vision of the organisation, and the skills and behaviours required for each role. This insight proved invaluable in being able to bring to life Northumbrian Water’s talent value proposition when talking to potential candidates. 

Results

The team carried out a detailed search of the local market and their extensive network to create a talent heat map of where they could find people with the necessary skills and experience. Combining their industry expertise and insight into NWL, they proactively approached potential candidates. Within 4 weeks the team presented a shortlist of engaged potential candidates for each role. Both roles involved a 2-stage interview with the client, resulting in the following:

• Performance Optimisation Manager –Time to offer 48 days, time to hire 97 days due to a 3-month notice period.

• Internal Communications Business Partner –Time to offer 35 days, time to hire 78 days.

Greenbean’s expertise in the contact centre sector and utilities industry helped NWL to fill two critical roles that had remained vacant for an extended period. Greenbean's dedication to understanding the client's requirements, coupled with a comprehensive search and selection process, enabled them to find the right candidates for the job. The timely filling of these vacancies is expected to bring a significant improvement in the company's performance and operations.

How to find the right talent to fill critical roles

If you have challenging positions that are still unfilled, it's crucial to act immediately. Failure to do so can have negative consequences on the overall performance of your business, and ultimately, your customers' experience. Contact us today to find out how we can help ensure that your business finds the right talent to fill critical roles, ultimately leading to increased productivity, improved customer satisfaction, and greater satisfaction for your business.