LUSH Liverpool has taken bold steps to make its recruitment process more inclusive and reflective of the city’s vibrant community. Recognising that traditional application methods, such as CVs and cover letters, can unintentionally exclude talented individuals – the store decided to completely reimagine how it connects with potential employees.

We spoke to Sandra Byrne, Senior Manager, at LUSH Liverpool:

“We wanted to make the recruitment process more inclusive, especially for residents in Liverpool City. Traditional applications can be a barrier for many people. By removing those hurdles, we’re giving more people a fair and equal chance to apply. We find that asking for a CV potentially cuts out people who might have a shine but wouldn’t necessarily have had the opportunity to show it in a previous workplace.”

The new approach focuses on accessibility and ease, ensuring that anyone interested in joining the team can do so without unnecessary obstacles.

LUSH Liverpool’s recruitment process now includes:

  • Advertising roles across multiple job platforms
  • In-store posters with QR codes linking directly to applications
  • An iPad available in-store so candidates can apply on the spot
  • A short, simple form focused on practical details such as availability and retail experience

This shift means applicants are no longer judged on how well they can write a cover letter or polish a CV — but on their personality, enthusiasm, and potential.

“It’s a much more accessible approach, especially for those who might not have formal experience or strong written skills, it opens the door to people who might otherwise feel excluded from traditional recruitment.”

By removing the need for CVs and cover letters, the new process celebrates individuality and accessibility.

Since introducing this inclusive recruitment process, LUSH Liverpool has seen a remarkable transformation. The store has received four times more applications and noticed a significant increase in diversity among candidates.

“Overall, we’ve found that our recruitment process now better reflects both the local and wider community. The only challenge is that with more applications, reviewing them takes longer — but it’s worth it to make hiring fairer and more representative.”

LUSH Liverpool’s approach is a standout example of how local employers can rethink traditional hiring models to better represent and empower their communities. By focusing on inclusion, accessibility, and fairness, the store continues to lead the way in creating opportunities for everyone — right in the heart of Liverpool.