up from 41%
Employing 70,000 people, the Co-op is known across the UK as a leader in socially conscious, community-led business. As well as being the country’s fifth largest food retailer, it is also a major general insurer. Co-op Insurance came to PeopleScout with a problem. They were having big issues recruiting the voices of the organisation: high-quality, productive, right-fit Claims Advisors who would stay. Also, the time-to-hire was very slow and a drag on the time of the resourcing team. Their recruitment process needed a complete overhaul.
The process we were presented started with a manual-intensive CV screen. Because of the volumes that were coming through, the Co-op resourcing team was conducting daily CV screens. This ate up immense amounts of time and resulted in the team screening candidates based on experience. That meant they were inconsistent in the way they were screening candidates (about 70% passed the CV screen). Those who passed this CV screen then had a qualifying call. This was not a formal telephone interview, but an introductory call to check the experience on their CV, discuss any gaps and make sure they were eligible to work in the UK (85–95% passed this stage). Finally there was a face-to-face assessment centre—consisting of a computer-based assessment and interview. Following this, was the offer and induction.
The right solution meant two considerations: what to assess and how.
- WHAT – We conducted a period of job analysis to understand what good looked like in the role.
- HOW – We needed to identify a solution which would support progressing candidates at speed through the process, providing a realistic job preview and automatically screening candidates so there was less manual intervention by the resourcing team.
We suggested removing the CV screening step which meant there was less reliance on experience only. This allowed us to assess the whole person, progressing candidates who had no experience but great potential. We developed an online tool which incorporated a situational judgement test which tested for attention to detail and a video interview. Candidates completed this in one sitting, further reducing the time-to-hire. We also supported in the design of an assessment centre.
The Co-op’s resourcing team was delighted with the new process. It’s easy to use and gives them back invaluable time to work on other projects. The assessment centre significantly reduced time-to-hire, owing to the speed and efficiency of the new process. The pass rate at the assessment centre stage is 73%—a big increase on the previous rate of 41%. This means that a much higher proportion of the best fit candidates are going further in the process. In addition, new joiners have been identified by the business as individuals who are motivated to succeed, with a propensity for learning and a growth mindset. Candidate feedback has been very positive, with many saying it gave them a proper understanding of the role.
AT A GLANCE
- COMPANY: Co-op Insurance
- PEOPLESCOUT SOLUTIONS: Recruitment Process Outsourcing, Talent Advisory
- ABOUT CO-OP: Co-op Insurance is part of Co-op Group, one of the world’s largest consumer co-operatives, owned by millions of members. As a leading UK insurer, the organisation offers coverage for business, home, life, motor, travel and pets.