Tilney Bestinvest is a leading investment and financial planning firm looking after more than £9 billion of investments on behalf of their clients. With a head office in Mayfair, London, the company employs almost 400 staff across its network of offices with a strong presence in Liverpool within the Royal Liver Building.
Outsourcing the recruitment of customer service staff for our Saga and London relocation projects to ResourceBank was an excellent decision. Their expert team was able to identify and attract high quality talent quickly and effectively, allowing us to launch both projects on a very tight schedule
Tilney Bestinvest established a new joint venture with Saga offering investment and financial planning services The venture required a new dedicated team to introduce the service to Saga members, process sales and manage customer service. Historically the company had used a number of recruitment agencies to support its own HR department, but given the importance and urgency of the project, ResourceBank RPO was selected.
The ResourceBank team undertook a tailored recruitment strategy to fulfill Saga Investment Services’ (SIS) staffing needs within a tight timeline, with recruitment efforts for the initial project launching in June 2015. SIS required 18 specialized roles, including Customer Service Advisors, Operations Assistants, and Outbound Sales Agents. ResourceBank’s approach emphasized not only speed but quality, focusing on candidates with a customer service mindset rather than traditional sales experience.
To meet SIS’s objectives, ResourceBank began by researching Liverpool’s job market to identify organizations with potential candidates likely to possess the desired skill set. Following this research, the team crafted targeted advertisements highlighting the benefits of working with SIS and distributed these across multiple channels, including social media, local networks, online job boards, and other digital platforms to drive candidate interest.
An efficient multi-step assessment and selection process was implemented to ensure that each candidate met SIS’s standards. This process began with an initial telephone screening focused on customer service experience. Candidates who demonstrated the required attributes then completed an online behavioral and aptitude assessment. Those with high scores were invited to the Liverpool office for in-person interviews conducted by Tilney Bestinvest management. Successful candidates were contacted by ResourceBank to confirm their commitment to the role, and the job offer process was managed through ResourceBank. By September, all customer service positions were filled, enabling SIS to launch on schedule.
Outsourcing the project to ResourceBank meant that Tilney managers were not tied up with recruitment & selection activity, allowing them to focus on key project management areas.
18 customer service professionals recruited successfully
The joint venture with Saga was launched on-time
Tilney Bestinvest management have commented on the very high standard of employee recruited—a complement to the team’s talent attraction skills and the accuracy of the behavioural assessment techniques used.
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