After successfully supporting a large bank on a number of projects, they asked us to source 300 FTE to deal with credit card complaints at two sites in the North-East; Leeds and Newcastle. Following discussions with the bank, we proposed exclusively using new or recently qualified graduates to cover a range of short-term roles that required strong decision making skills and a high attention to detail.
We identified graduates who had some work experience as well as a degree that would lend itself to developing the skills required to support detailed investigations, to do this we focussed on graduates who had studied subjects such as law or computer science. In the absence of work history, we created a bespoke resourcing process which included online testing, written tests, interviews and an assessment centre as well. In addition, the usual process of vetting and assessment was applied with our in-house compliance team leading the screening on each individual, we also provided onsite support to aid both the onboarding and orientation. The anticipated attrition was managed by having teams of ‘stand-by’ resource, ready to go.
We were able to mobilise the teams across both sites within the timeframes. The exclusive use of graduates was a novel approach for the bank but proved to be a huge success in terms of the quality of output at a reduced cost. We were asked to use the same model for an additional project which required the delivery of more than 100 FTE to support an in-branch digital customer project transformation project across 77 locations.
Deployed across two projects
New or recent graduates