Recruitment and Retention
The recruitment and retention of the right staff is key to the development of a trained, motivated and customer-focused workforce. The bus industry as a whole has faced major challenges in this area with a bus driver turnover rate of around 30% and an estimated shortage of drivers of around 32,500.
During the last few years we have been working hard to reduce our driver turnover which is now the lowest it has ever been at 22%. This represents a reduction in turnover of 9% over the past two years.
A major contributor to this reduction has been the introduction of a new bus driver induction programme that includes a coaching and mentoring element. Previous studies had shown employees were most likely to leave in the early months of their job. Since rolling out the programme in 2004 we have boosted staff retention by up to 17% in the first six months of employment.
Under the scheme all new drivers are allocated a 'buddy' who informally mentors and coaches them during their first two weeks in post. The drivers are then given an S/NVQ assessor who coaches and assesses them for about six months until they achieve their S/NVQ level 2 in Road Passenger Transport.
In addition, all those involved in the recruitment and selection process have received appropriate and comprehensive training including topics such as diversity, the Disability Discrimination Act and age legislation.
Overseas Recruitment
Our overseas recruitment programme continues to be an integral part of our recruitment processes. We run our own vocational language school, a driving school and a recruitment centre in Poland through which we recruit drivers, engineers and cleaners. All recruits undergo a detailed training process developing their language skills and preparing them for employment in the UK. All recruits from the European Community are employed on the same benefits and terms and conditions as their UK counterparts. Integration Officers support new recruits and carefully monitor the process, continually seeking feedback on how we can improve the programme.
We have recruited around 1,250 drivers, engineers and cleaners via the overseas recruitment programme. The average turnover of overseas drivers was 15% during the last 12 months. The turnover rate for cleaners in our Manchester depot was previously around 50%, but this year no cleaners have left this depot.
We have received significant recognition for our overseas recruitment programme and are constantly being approached to share our experience by others from both within and outside the transport sector.
Jobcentre Plus
Our relationship with Jobcentre Plus continues to provide a reliable source of labour that also builds the diversity of our workforce. Jobcentre Plus enables us to access a far wider range of potential job seekers than might otherwise be the case. This year through our membership of an employers group established by the Minister for Welfare Reform we are supporting the Able to Work project. This project is designed to widen recruitment opportunities for people with health conditions and disabilities who are ready to enter the workforce or return to work.