HR impact award – the judgesMartin Tiplady, HR consultant, Chameleon Prof Neil Anderson, professor of human resource management, Brunel University London
WINNER: Hastings DirectAbout the organisation Hastings Direct, a division of Hastings Insurance Services Limited, is a UK company providing insurance policies and related products over the phone and on the internet. The challenge In 2012, the company set an ambitious objective to insure one in 10 of the population by 2020. This meant growing the customer base by 20% year on year. This would require not only delivering a sector-leading customer experience, but also greatly increasing capacity. This was difficult because Hastings Direct is based in Bexhill-on-Sea, which made recruitment a major problem. The challenge was therefore to simultaneously grow the workforce and customer base by attracting and nurturing talent and delivering an exceptional customer experience. What the organisation did
- Overhauled recruitment – HR team took the bold move of bringing the entire recruitment function in-house. This meant building the entire function from scratch including a new team, assessment centre and recruitment channels.
- Introduced a new graduate scheme to help fill key positions.
- Conducted end-to-end talent review across the whole business, assessing more than 1,400 staff members. Then created succession charts by area and level (highlighting critical roles with no internal successor) and matched company needs to individual strengths/aspirations, creating profiles of top/reserve talent.
- Developed an innovative internal programme (the "Hastings Way Forward") designed to nurture leaders of the future and increase the skills of current managers.
- Embedded a customer-focused culture – developed a company-wide training programme designed to change people’s behaviours and adopt more customer-centric ways of working.
- Engaged staff – consulted with staff focus groups and colleague communication forum