Workforce Planning At British Gas Services

British Gas is part of the Centrica Group. It is the country's best recognised energy brand. The UK energy market is highly dynamic. Customers look for the best deals and are increasingly prepared to switch suppliers. British Gas Services (BGS) does not supply gas - this is handled by other British Gas divisions. The core BGS product is installation and maintenance services. BGS is the UK's largest operator in the installation and maintenance of domestic central heating and gas appliances. It provides a maintenance and breakdown service for electrical white goods and home wiring. This case study explores how BGS manages the recruitment and selection of new employees.