The Challenge

Finding and retaining good field sales consultants in the mobility sector is one of the hardest challenges in direct sales recruitment. The role demands empathy, patience and commercial ability – a rare combination. Oak Tree Mobility’s challenge was not simply finding candidates; it was finding the right quality of candidate — people who would stay, perform and represent the brand with genuine care in customers’ homes. High attrition was costing the business time and money, and the volume of replacement hiring was unsustainable.

How Citrus Connect Helped

Citrus Connect took a quality-over-volume approach from the start. To optimise the recruitment process, Citrus Connect implemented a strategic framework focused on deep analysis and candidate alignment:

Candidate Profiling Project: We conducted a comprehensive project to understand the traits and behaviours of Oak Tree Mobility’s top performers, ensuring we were consistently identifying the right candidates for the role.

Recruitment Matrix Analysis: We introduced quarterly and annual analyses of the recruitment matrix to track performance and identify areas for process improvement. Consistent Collaboration: We established monthly recruitment meetings to ensure our strategy remained perfectly aligned with Oak Tree Mobility’s operational needs.

Our screening process included behavioural assessment alongside skills screening, ensuring that only candidates with a strong likelihood of long-term success were put forward. The result was dramatically lower turnover and a significantly reduced need for constant rehiring.

The Results

• 100% retention rate at 12 weeks — every placed candidate still in role at the three-month mark
• 50 national sales representatives in post
• 50% reduction in hiring volume required due to improved candidate quality and retention. We currently have a recruit to replace strategy only with Oak Tree Mobility due to the very low attrition of sales reps.