Customer Service Executive, Liverpool

Who are we?

We are New Directions, a group of companies that provide UK wide services (including recruitment, training, care provision and other support services) within education, social care, domiciliary care and the pharmaceutical sector, from a network of offices across the UK.

We have recently been recognised for our fantastic business achievements across a number of awards:

• Finalists for Business Services Business of the Year and Employer of the Year – South Wales Business Awards 2024
• Finalists for Best In-House HR Team and Excellence in HR – CIPD HR Wales Awards 2024
• Winner of Best Employer, and Finalists for Best People Services, Best Business Services and Best Sustainability – Cardiff Life Awards 2024
• Winner of Best Technology and overall, Platinum Award Winner (Checks Direct) – Cardiff Life Awards 2024
• Highly commended for Skills Development – IOD Wales Awards 2024
• Finalists for Best Temporary Recruitment Agency, Recruitment Agency of the Year 100+ employees and Most Effective Compliance Operation – Recruiter Awards 2024
• Finalists for Scale-Up of the Year and Team of the Year (Checks Direct) – Fintech Wales Awards 2024
• Finalists for Best Technology (Checks Direct) – EntreConf Awards 2024
• Finalists for The Employer of the Year, Mid-Market Business of the Year Award and Family Business of the Year Award – Lloyd’s Bank British Business Excellence Awards 2024
• Finalists for Temporary Recruitment Company of the Year and Best Recruitment Company to work for (£50m to £100m) – TIARA Awards 2024
• Finalists for Employer of the Year, Financial & Professional Services Business of the Year and Technology Business of the Year – Cardiff Business Awards 2024

Job Purpose:

To provide effective Customer Service and Support for Recruitment Consultants within the branch, including client-focused activities, filling bookings with quality staff that meet client requirements, and administering recruitment and screening processes to support and maintain the candidate database, with outbound & inbound phone activity to support branch KPIs.

Main Duties:

• Build relationships with existing clients
• Conduct outbound & inbound client phone activity
• Conduct outbound and inbound candidate phone activity
• Address queries from clients and candidates
• Confirm client & candidate weekly outbound timesheets
• Conduct candidates check-in calls
• Perform candidate evaluation calls
• Attend client and candidate-facing events
• Take lead from the Recruitment Consultants/Branch Managers
• Engage with clients on social media platforms
• Create external links to enhance the database of candidates
• Sell the benefits to candidates of registering with New Directions
• Register candidates in locations onsite and offsite
• Pre-vet, interview, and complete follow-up tasks to get candidates through New Directions compliance and activated speedily
• Contact on-hold and archived candidates to check availability
• Provide administrative support to the Branch
• Complete Job Advertisements and News Stories of the Branch
• Fill bookings with appropriate staff members and confirm with schools
• Send booking confirmations, profiles, and any other requested documentation
• Utilize New Directions systems and manage telephone activity effectively
• Update New Directions availability lists
• Manage payroll processes and obtain managing timesheets
• Call referees and chase references including contact with Head Teachers
• Send references (on new access systems)
• Update notes on RDB
• Monitor email inbox
• Liaise with Sales Support Hub regarding pre-registered candidates
• Participate in on-call duties
• Confidently speak to clients face-to-face or over the phone
• Address client questions and queries in the absence of the Recruitment Consultant
• Perform other ad-hoc administrative duties and projects as required

Main Responsibilities:

• Responsible for individual performance in line with set KPIs
• Ensure compliance with all relevant legislation, processes, policies, and procedures
• Take reasonable care of personal health and safety and ensure not to put others at risk
• Safeguard assets within control and report any suspected security breaches
• Maintain confidentiality of Company information and trade secrets
• Establish, maintain, and develop excellent working relationships with colleagues
• Deliver exceptional levels of customer service to both internal and external customers
• Communicate respectfully, courteously, and professionally at all times

Knowledge, Skills, and Experience:

• Understanding of recruitment and screening processes
• Excellent communication skills – written and verbal
• Excellent customer service skills
• Excellent time management skills with the ability to plan and prioritize effectively
• Knowledge of the education sector
• Results-driven – strives for excellent results
• Competent user of RDB, screening, Swyx, and Teams
• Knowledge of Child Safeguarding
• Knowledge of AWR regulations
• Knowledge of REC Code of Conduct

Personal Qualities:

• Able to maintain high levels of confidentiality and data security
• Able to make decisions using available data and information
• Able to quickly learn and apply new knowledge and skills
• Able to work as part of a team
• Able to work independently

What we offer:

Fantastic employee benefits including:

• A flexible working environment, with the opportunity for hybrid working
• Health Cashback scheme
• Life Assurance of 4 x salary
• Pension Salary Sacrifice Scheme
• A generous annual leave entitlement of 25 days holiday plus bank holidays (rising to 27 days after two years’ service)
• Opportunity to purchase additional annual leave through salary sacrifice
• A day off for your birthday
• A Giving Back day – to offer your services to the local community
• Electric Vehicle Salary Sacrifice Scheme (subject to qualifying eligibility criteria)
• Cycle to Work Salary Sacrifice Scheme (subject to qualifying eligibility criteria)
• Opportunity to join our 3% interest Christmas savings scheme
• Employee referral scheme; earn between £250 and £500 for each successful referral

Job Specification