Customer Engagement Executive in Leicester

Customer Engagement Associate - Hays Leicester - 5 days in office for the first 6 months

Who we are: With over 50 years of business success, we have a reputation as the world leader in specialist recruitment and workforce solutions. Joining Hays isn’t just about being part of a global business leader, it’s about making a difference in the world of work.

About the role: As a Customer Engagement Associate, you will be accountable for the delivery of a highly professional candidate experience from onboarding through to assignment completion and offboarding. This role involves liaising with various departments within Hays to ensure resolution of candidate queries and pay issues. Process management for your assigned account is integral to this role and is reviewed on a weekly/monthly basis, this responsibility will sit with yourself to ensure process is consistently reviewed.

Key Deliverables:

• Build lasting relationships: Build relationships with candidates and internal stakeholders. Accountable for liaising with stakeholders to ensure that extension paperwork is generated, and amendments completed in a timely manner. Responsible for liaising with appropriate stakeholders for queries relating to vendors or internal Hays specialisms and ensuring resolution in a professional and timely manner. Ownership of candidate population and query ownership.
• Develop and evolve your account: Reviewing account and candidate care process improvement with team leader on a period basis and providing any suggestions for improvement and better candidate experience on a regular basis.
• Be the Customer Engagement expert: Evidence of KPI achievement. Overall accountability for ensuring that all starter and direct referral payments are managed in a timely manner and ensuring there is no delay to payments. Responsible for delivery of continuous improvement and innovation to drive both efficiencies and enhanced candidate experience throughout the cycle.
• Deliver an efficient and compliant process: Overall accountability for ensuring that all worker checks, extensions, and completion documentation is executed in a timely manner according to specific client SLAs where appropriate. Accountable for ensuring that the Week 1 and following monthly calls are managed professionally with the workers and any issues or leads are resolved or passed to the appropriate individual for follow through. Accountable for managing and resolving all payroll queries. Accountable for providing the service to reset passwords for appropriate technology and any candidate log in issues. Accountable for ensuring that all contract renewals are executed in a timely manner in advance of the worker completion date – this may involve report running for extensions, contacting the worker to discuss contract extension conversation and liaising with RP over extension. Responsible for conducting exit interviews where appropriate.
• Optimise Systems and Business Intelligence: Responsible for ensuring that all candidates finishing assignments are recycled back to Sourcing or Recruitment Partners and all details updated in the Talent Pool/VMS system. Responsibility for report creation on Client Referral Fee’s. Responsible for providing Headcount numbers, referral and Starter figures for specified time periods.

Competencies at Hays we encourage everyone to be: Be bold and curious: we are ambitious, push outside our comfort zone and experiment. Own the outcomes: we strive for performance, see things through.