Turning a loose set of contacts into a trusted recruitment partnership

The situation

Lots of contacts, no structure behind them.

Two of the UK's largest facilities management providers were already working with a major FM recruitment division, but the relationship was harder to manage than it needed to be. Requirements landed through many different points of contact with no consistent structure. Engagement was basic and the process loose, so requests could slip through and nobody had a single view of what either client needed week to week. Both wanted to hand over more work, but only once the foundations could support it.

What we proposed and did

Rebuild it from the ground up.

Rather than patch the existing setup, we stood up a central recruitment hub for each client, with its own dedicated team and a named account manager responsible for the relationship end to end. That gave each client one consistent point of contact instead of a scattered set. Around that structure went a tighter process: monthly review meetings to track performance and flag issues early, and a way of flagging and prioritising the requirements that mattered most, so urgent roles never got lost in the general flow.

What changed

Fill rates improved once requirements were properly structured and prioritised, and the closer day to day contact gave the team a deeper understanding of each client's business, culture and priorities. A loose, transactional arrangement became a strong relationship built on consistency and trust.