HR Strategy and Policy

Client: Dream Cars Gatwick Ltd

DCG Airport Taxi is a travel agency providing and operating transport solutions throughout the UK. The MD and founder of the company was working on a new venture to grow his business. The next stage was to establish an on-line customer contact and booking service via a web-platform which required rapid expansion and recruitment of staff to a new call centre.

The Solution:
To develop the company’s HR strategy and policy in four key areas; to enable the company to hire, train and manage staff as it moved forward with the planned business development and call centre opening.

What we did:
We worked with the MD to define the business strategy, understand the context and formulate HR strategy and action plans which included:

  • the type and nature of the call centre jobs; key skills and attributes; how to combine essential roles in the initial recruitment stage in order to keep staff costs down; and manage staff expectations and changing priorities.
  • essential HR policies and processes to help the company achieve its strategic aims and comply with the law; particularly in relation to atypical staff, for example, recruiting apprentices and staff with disabilities to reflect company values.
  • communication and staff engagement to help manage staff performance and retention in the critical early weeks and months of the call centre opening.

The Outcome:
A robust HR strategy and policy which supported the company’s business plan in the short-term and took account of the longer term opportunities for growth and development that the business needed to take advantage of as it grew.

Our support in developing the HR strategy helped the MD in making practical decisions about what needed to be achieved in this important time of growth; not only in relation to recruitment and staffing but also with regard to his wider business strategy; identifying what needed to change and how the company would manage those changes.