Client
A global organisation with more than 100 years of heritage, operating across healthcare and retail markets. The business manages thousands of customer interactions every day, where service continuity and compliance are essential.
The Challenge
During a significant internal systems transformation, the Customer Service function needed to increase headcount quickly, without disrupting performance or customer experience.
The organisation needed:
- High‑volume hiring delivered at pace
- One consistent, accountable recruitment partner
- Structured screening, onboarding and governance
- Reduced pressure on hiring managers and HR teams
The Pillar Solution - Project RPO & Talent Advisory
Pillar by White Horse embedded as a RPO Project partner, working closely with internal stakeholders to provide both recruitment delivery and practical talent advisory support.
Workforce Planning & Advisory
- Forecasting hiring volumes aligned to operational demand
- Timeline planning to support key system rollout milestones
- Recruitment process improvements to create flow and visibility
Talent Delivery
- Targeted attraction campaigns to build strong candidate pipelines
- Structured screening and shortlisting aligned to role requirements
- Centralised interview coordination and offer management
- Compliance and onboarding governance, including Right to Work
The approach provided end‑to‑end recruitment ownership while remaining closely integrated with the client’s teams.
The Results
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Cost & Efficiency Impact
By moving from a multi‑agency approach to a structured RPO model, the organisation achieved significant cost savings.
- Lower cost‑per‑hire through improved efficiency
- Reduced management time across hiring teams
- Greater predictability during peak hiring periods
Alongside the financial savings, the project reduced operational risk linked to delayed hiring during a critical systems implementation.
The Business Impact
- Service levels maintained during a critical transformation period
- Faster, calmer hiring despite increased demand
- Reduced internal workload for managers and HR
- Consistent quality, governance and compliance
- Improved recruitment visibility and control
The project not only delivered immediate hiring outcomes but also strengthened the organisation’s longer‑term recruitment capability.
Why Pillar Worked
By combining practical talent advisory, workforce planning and embedded delivery, Pillar turned what could have been a high‑pressure hiring period into a controlled and confident recruitment operation.
Read here about the Benefits of RPO.
Where This Model Works Best
- Business transformation or system change
- Rapid growth or hiring spikes
- High‑volume operational or customer hiring
- Internal recruitment capacity constraints
- Multi‑agency complexity and rising recruitment costs