Customer Engagement Executive in Loughborough

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 & Behaviours:

• Building customer relationships
• Personal communication
• Listening to others
• Sharing Knowledge
• Working with teams
• Showing professionalism
• Solving problems
• Accepting responsibility

Knowledge & Skills:

Whilst ability, motivation and attitude are most important, it would be a distinct advantage to have:

• Experience of communicating effectively within organisations
• Experience of working in teams
• Attention to detail
• Understanding of time management
• Ownership of own actions
• Demonstrates a positive, motivated attitude

Our culture is driven by our valued behaviours; 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 & always act with integrity
• Be better together: we support, celebrate and share with each other to create stronger outcomes for all
• Champion the customer: we proactively partner with our customers to build better, profitable solutions

What you will get in return:

• Culture built on rewarding success and the opportunity to influence your earning potential
• Best technology in the industry and a renowned training programme to support success and drive rapid career progression and ongoing development
• Flexible hybrid working patterns
• Opportunity to take your career globally
• Incentives and rewards to recognise performance both locally, regionally and nationally
• Broad range of employee wellbeing initiatives and benefits
• Referral bonus scheme
• Community of support networks from Hays Pride to Parents@Hays
• Paid charity day for all employees #HaysHelps and working closely with charity partners

At Hays, we know that diverse teams deliver better results, and that inclusion fuels our innovation. We’re committed to building a culture where different perspectives are embraced and where all of our people can flourish. As an Equal Opportunities Employer, we see Diversity, Equity & Inclusion not just as the right thing to do but also as a business advantage. We welcome applicants from talented people of all backgrounds who want to grow with us & contribute to our shared success.