Customer Service Executive, Wirral

New Directions Holdings Limited; Wirral; Hybrid; GBP 22,000 - 30,000; Full time

Job description

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, as well as outbound and inbound phone activity to support branch KPIs.

Main Duties:

• Build relationships with existing clients
• Conduct outbound and inbound client phone activity
• Conduct outbound and inbound candidate phone activity
• Address queries from clients and candidates
• Confirm weekly timesheets with clients and candidates
• Conduct candidate check-in calls
• Perform candidate evaluation calls
• Attend client and candidate-facing events
• Take direction from Recruitment Consultants/Branch Managers
• Engage with clients on social media platforms
• Create external links to enhance the candidate database
• Promote the benefits of registering with New Directions to candidates
• Register candidates onsite and offsite
• Pre-vet, interview, and complete follow-up tasks to expedite candidate compliance
• Contact on-hold and archived candidates to assess availability
• Provide administrative support to the Branch
• Complete job adverts and news stories for the Branch
• Fill bookings with appropriate staff and confirm with schools
• Send booking confirmations, profiles, and other requested documentation to schools
• 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 using 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 communicate with 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 the safety of others
• Safeguard assets within control, reporting any suspected security breaches
• Maintain confidentiality of Company information and trade secrets
• Establish and maintain excellent working relationships with colleagues
• Deliver exceptional levels of customer service to both internal and external customers
• Communicate respectfully 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
• Strong 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 holiday 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 into the business
• Regular social, health, and well-being events