Workforce planning at British Gas
A British Gas case study

Page 6: Selection

At the British Gas assessment centre the emphasis is very much upon 'core competencies' and 'life skills'.  Life skills are personal skills that are likely to affect the customer experience when someone is working in the field. British Gas engineers needs to show courtesy and politeness, for example. These are personal qualities that have a direct impact upon customer perception.

Core competencies involve team working, interpersonal skills (such as dealing with people), motivation and responding to change. These are crucial skills that can affect the way an individual fits in and works within an organisation. Candidates attend the centre for a half-day assessment. This has three elements. The total scores from the three-part assessment help British Gas to decide who receives a job offer. Candidates are notified of the outcome within 14 days. All candidates can receive feedback.

For those candidates offered a job, British Gas provides the usual job benefits including a van from the outset and a competitive starting salary. The new recruits then go on to benefit from the comprehensive programme of training through its Academy. This ensures that they are given the best start in their new careers. It also builds employee motivation and commitment to the company.

Recruiting and selecting staff is an expensive process. By following a robust selection programme in this way, British Gas is able to ensure it gets the right people with the right skills. It also means it maximises the benefit from its investment.

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