The requirement

London Borough of Hammersmith and Fulham had taken the decision to insource their Residential Repairs Contact Centre from an outsource partner to provide their residents with the highest level of service possible.


Our action

With a full understanding of the requirement the CCA project team created an effective project plan working to extremely tight timelines. Key deliverables within the project included:

  • Design & Delivery of all selection processes and materials
  • Design & Delivery of Sourcing Strategies for all roles including social media
  • Management of TUPE and Non TUPE “internal” candidates
  • All offer management and supporting council processes for candidate on-boarding


CCA delivered the full requirement including:-

23x Customer Service Advisors

3x Team Leaders

Specialist Roles including 1x Workforce Planning Analyst, 1x Trainer, 2x Customer Insight Analysts


We delivered a 100% fill rate with all candidates starting in line with the project plan. 3 Months post delivery we have a 100% retention rate across all roles. CCA was able to deliver the project providing the Council with savings of circa 50% against market rate.