Last year, EE/BT (BT and EE are coming together to give you more | Learn more about the relationship between EE and BT) faced considerable difficulties at their Snowhill Recruitment Centre. This included high attrition rates and lengthy hiring processes. Previously dependent on traditional job sites, the company often processed over a thousand applications per role. This changed dramatically when they partnered with Serco’s Restart Scheme, who revamped their recruitment strategy and improved employee retention.  

The partnership between Serco and EE/BT introduced a streamlined recruitment approach that began with group sessions where candidates learned about the company and available roles. A rigorous three-stage vetting process followed to ensure the suitability of candidates. Successfully vetted candidates then advanced to a two-stage interview process with EE/BT.   

Before joining the programme, participants may have been hesitant about applying for jobs with established companies like EE/BT due to a perceived lack of necessary skills or confidence. Or, if they had applied, they may have been unsuccessful due to the large volume of applicants EE/BT was receiving using traditional job sites.  

The Restart Scheme has been instrumental in addressing these challenges for participants, providing a range of supportive services such as job-specific training and employability skills. These resources not only ensure participants are job-ready but also help them identify the right job for them. By offering such targeted assistance, the Restart Scheme significantly increases the chances of participants successfully landing a role with companies like EE/BT. 

The results of this partnership have been substantial. Participants in the Restart Scheme had 49% lower attrition rates. They also showed a 4.1% decrease in absence levels compared to other hires. The time managers spent on recruitment activities fell sharply from 2.5 weeks to only four hours. This change saved EE/BT about £10,000 each month on recruitment costs.  

To date*, 83 Restart Scheme participants have been placed into employment with EE in Snowhill and 30 in Cardiff/Merthyr.  The success of the partnership has created more opportunities. These include graduate roles and jobs in Cardiff and Merthyr Tydfil contact centres. There are also roles for Open Reach field technicians. One notable achievement includes a former participant who has progressed to team manager, now assisting new Restart Scheme entrants.  

Manpreet Chand, Recruitment Professional at EE/BT said: “Working with the Restart Scheme has been amazing - it's helped us achieve our ongoing goal in Snowhill of filling our contact centre with brilliant local people.  

Using the Restart Scheme means we're able to reach out to a wider, diverse population of people who may not have clicked apply on a job advert or thought they don't have the skills to do the job.  

It's a great, free service where you get exceptional support from your Employer Engagement contact. The support you get when the candidates are in work is great too, from financial to mental wellbeing support, all of it is covered with the Restart Scheme.” 

*data to Dec 2024 

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