World Duty Free Group (WDFG) has extended ResourceBank’s contract to provide an outsourced recruitment service (RPO) for all WDFG UK retail staff until 2017 – which will mark 10 years since the relationship started with a recruitment project for Heathrow Terminal 5 which opened in 2007.

Following the success of the project in 2007, ResourceBank established a permanent embedded team to run recruitment for WDFG at Heathrow and Gatwick airports.

Geoff Hall, Head of HR UK & NA, for WDFG said:

“One of the best decisions we’ve ever made was to appoint ResourceBank in 2007, they have become one of our key Business Partners.  We have utter confidence in the abilities of the embedded team and we cannot understate the importance of their role in contributing to the success we have had as a business.”

The scope of the contract has increased year on year and now the ResourceBank team, renamed the WDFG Resourcing centre, is responsible for recruitment at 21 UK WDFG locations.

The WDFG Resourcing centre handles all permanent and seasonal recruitment for front line customer service, back of house replenishment and leadership roles, managing the end to end application process of over 35,000 candidates in the last year.

2014 was a peak year for recruitment at WDFG thanks to the opening of their new store in Heathrow Terminal 2 and store developments at Stansted and Glasgow, which significantly increased the size of both retail outlets.

The Resourcing centre also introduced a new personality screening and interviewing process. The centre was further embedded by the introduction of a new regional account management structure, which built on the strength of the relationship with ResourceBank and WDFG.

Despite the changes to processes and the increased volumes, the ResourceBank WDFG Resourcing centre received the highest ever customer satisfaction scores from hiring managers and candidates. The quality of candidates hired has improved significantly (in terms of retention and performance) and has had a direct positive impact on the customer experience provided in WDFG stores.