Background
The Royal College of Art (RCA) is the world's leading postgraduate university for art and design, consistently ranked number one globally in its field. With campuses in Kensington, Battersea and White City, the RCA brings together students, researchers and creative professionals from across the world within a collaborative learning environment.
In September 2020, during one of the most challenging periods in recent history, the Royal College of Art appointed Maxwell Stephens to recruit 12 Campus Supervisors to support the safe reopening and day-to-day operation of its London campuses.
The Challenge
The recruitment project took place against the backdrop of the COVID-19 pandemic, when universities across the UK were preparing for the safe return of staff and students while navigating constantly changing government guidance and public health requirements.
The newly created Campus Supervisor positions were critical to the reopening of the RCA's campuses. These highly visible, customer-facing roles needed people who could provide reassurance, maintain operational standards and deliver a good experience for students, staff and visitors during an unprecedented period. The successful candidates had to demonstrate:
- Strong customer service and communication skills.
- Confidence working in highly visible frontline roles.
- The ability to engage positively with students, academics and visitors.
- Initiative and sound judgement when dealing with operational issues.
- A calm, professional approach within a rapidly changing environment.
- Flexibility to work across multiple London campuses.
- An understanding of health, safety and compliance procedures.
Time was the biggest challenge. The Royal College of Art required all 12 appointments to be made before students returned, leaving very little margin for delay. Volume recruitment at speed carries a well-known risk in facilities and front-of-house work: the temptation to fill seats with anyone available and deal with the consequences later. On a campus about to receive a nervous returning community, that was not an acceptable trade.
Our Approach
Recognising the urgency and importance of the assignment, Maxwell Stephens ran an accelerated recruitment campaign designed to deliver both speed and quality. Drawing on our specialist facilities management recruitment expertise and candidate network, we quickly identified professionals with the right blend of operational experience, customer service skills and cultural fit. The process included:
- Immediate mobilisation of our specialist candidate database.
- Targeted search across Facilities, Workplace and Front of House professionals.
- Rapid candidate screening and competency-based interviews.
- Assessment of communication skills, professionalism and customer focus.
- Careful evaluation of each candidate's ability to work independently and confidently within a busy campus environment.
- Fast-track shortlist presentation and offer management.
Although the timeline was extremely compressed, we did not compromise on quality. Every candidate was assessed thoroughly to make sure they reflected the welcoming, inclusive and collaborative culture of the Royal College of Art.
The Outcome
The campaign was completed in just one week, with all 12 Campus Supervisor positions filled within the required timeframe.
The successful candidates brought a combination of facilities management, customer service, workplace operations and front-of-house experience, enabling them to integrate quickly into the University's operational teams. The appointments meant the Royal College of Art was fully prepared to welcome its community back onto campus safely and confidently, with visible operational support across all three London locations. The project enabled the RCA to:
- Recruit 12 high-quality Campus Supervisors in an exceptionally short timeframe.
- Support the safe reopening of its campuses.
- Maintain a high standard of customer service throughout a challenging period.
- Strengthen operational resilience across multiple locations.
- Provide reassurance and support for staff, students and visitors returning to campus.
Why This Placement Worked
Recruiting multiple operational professionals within days requires specialist sector knowledge, an established talent network and the ability to move quickly while keeping assessment standards rigorous. Screening for the same qualities on every candidate, rather than relaxing the bar as the deadline approaches, is what allows a volume campaign to produce a consistent team rather than a mixed one.
By combining expertise in facilities management recruitment with an agile search approach, Maxwell Stephens delivered all twelve appointments within one week, helping one of the world's leading universities reopen its campuses with confidence during one of the most challenging periods in recent history.
Client Testimonial
"I had a fantastic experience with Maxwell Stephens Recruitment. The team is professional, communicative, and supportive throughout the entire process. They ensured everything went smoothly, and I felt valued and well taken care of. Highly recommend their services to anyone seeking a reliable recruitment agency!"
Candidate Testimonial
"Can I just say, Maxwell Stephens has been so helpful to me. Really appreciate their effort in getting me roles. Even when it’s been quiet, they still gave me the roles whenever it came up. Always responded to my email with respect and has been patient with me when I’ve been sending them constant emails asking for roles."
If you need to recruit several operational, front-of-house or facilities staff to a fixed deadline without lowering the standard, Maxwell Stephens can help you plan and deliver the campaign. Get in touch with our team.