Northern Powergrid is responsible for managing the electricity network that powers everyday life for more than 8 million people across 3.9 million homes and businesses in the North East, Yorkshire, and northern Lincolnshire. As part of their commitment to customer service, they provide 24/7 support to fix any power interruptions. 

Scope

In anticipation of seasonal demands and internal moves, Northern Powergrid required a solution to recruit an initial 30 permanent Customer Service Advisors to be based in their offices in Penshaw over a 3-month period in 2023. They partnered with greenbean to achieve this objective. 

greenbean recognised the importance of a compelling and authentic talent proposition to attract the best candidates. The team worked closely with internal delivery teams and senior stakeholders to understand their talent value proposition and optimise the end-to-end recruitment process.

Solution

To set our recruitment solution up for success, we recognised the importance of meticulous planning and a comprehensive review of Northern Powergrid’send-to-end recruitment process. This entailed collaborating closely with internal delivery teams and senior stakeholders right from the outset, investing ample time in our talent advisory services:

• Recruitment Process Review & Design – On-site diagnostic to include role profiling and ‘what good looks like’, understanding their culture and diversity agenda, and defining the talent value proposition.

• Market insight –Analyse insight and data gathered from the on-site diagnostic to create a research-led talent heat map to identify where potential candidates with specific skill sets, and talents could be found. 

• Recruitment Marketing –The recruitment marketing team used insight from the on-site diagnostic and talent heat maps to design a multi-channel attraction campaign that would appeal to candidates that aligned with the company’s values, mission, and corporate brand.

Results

greenbean successfully delivered the required headcount of 30 permanent Customer Service Advisors to Northern Powergrid over a 3-month period. The recruitment process was engaging, and the candidate journey was consistent in delivery, supporting the response centre in its goal of attracting high-calibre candidates that would grow with the Northern Powergrid team. 

greenbean continues to work closely with Northern Powergrid as their partner for volume recruitment. The result of the partnership is a 100% fulfilment rate to date.

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