The client’s challenge
Capita’s Remediation Services business delivers back office customer remediation and resourcing solutions for regulated businesses. The business is often required to rapidly set up, from a standing start, large complaints handling services (such as PPI claims teams) meaning that volume recruitment capability is a core part of the business’s service delivery.
As a result, Remediation Services established a dedicated team of recruiters to manage this aspect of the business. This team then sub-contracted parts of the recruitment process to Capita’s own, internal recruitment function.