Customer Services Executive WLM – Conwy, North Wales in Wrexham

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, and domiciliary care, from a network of offices across the UK. At New Directions, we deeply value our employees as the heart of our success, and we do this through our Impact Initiative. We recognise that each individual brings unique skills, perspectives, and dedication that drive our growth and innovation. We foster a culture of respect, inclusivity, and collaboration where every voice matters. By investing in professional development, well-being and work‑life balance, we ensure our people feel supported and empowered to thrive. We celebrate achievements, encourage creativity, and provide opportunities for advancement. In summary, our Impact Initiative makes sure you feel valued – with celebrations, wellbeing support and chances to give back as a team.

Job Purpose

We are looking for someone to provide effective Customer Service and Support for Recruitment Consultants within the branch, including client focussed activities, fill bookings with quality staff that meet client requirements, administering recruitment and screening processes to support and maintain the candidate database, outbound & inbound phone activity to support branch KPI’s. The ability to speak Welsh would be highly desirable for this role.

Main Duties

• To build relationships with existing clients
• Outbound & inbound client phone activity
• Outbound and inbound candidate phone activity
• Deal with queries from clients and candidates
• Client & candidate weekly outbound timesheet confirmation
• Candidates check in calls
• Candidate evaluation calls
• Attend Client and candidate facing events
• Take lead from the Recruitment Consultants/Area Managers
• Engage with clients on social media platforms
• Creating external links to enhance the database of candidates
• To sell the benefits to candidates of registering with New Directions
• To register candidates in locations onsite and offsite
• Pre‑vetting, interviewing, and completing follow up tasks to get candidates through New Directions compliance and activated speedily
• To contact on hold candidates and archived candidates to see if they are available to work for New Directions
• To provide administrative support to the Branch
• To complete Job Adverts and News Stories of the Branch
• To fill bookings with appropriate members of staff and confirm with schools
• To send booking confirmations, profiles and any other appropriate documentation requested by the school
• Using New Directions systems and managing telephone activity effectively
• Updating New Directions availability lists
• Managing payroll processes and obtaining the managing timesheets
• Calling referees and chasing up references including contact with Head Teachers
• Sending references (on new access systems)
• Updating notes on Systems
• Monitoring email inbox
• Liaising with Compliance on screen regarding pre‑registered candidates
• Taking part in on call duties
• Able to confidently speak to Clients face to face or over the phone
• Deal with client questions and queries in the absence of the Recruitment Consultant
• Other ad‑hoc administrative duties and project required

Main Responsibilities

• Responsible for own individual performance in line with set KPIs
• Responsible for compliance with all relevant legislation, and processes, policies, and procedures
• Responsible for taking reasonable care of your own health and safety and ensuring that you take reasonable care not to put other people (including fellow employees and members of the public) at risk by what you do or do not do in the course of your job
• Responsible for safeguarding assets within your control and possession, including but not limited to hardware, software, systems, or information, and to report any suspected breach in security without delay, to the relevant personnel as required
• Responsible for the non‑disclosure of any confidential information and/or trade secrets of the Company to third parties and/or the misuse of any confidential information and/or trade secrets of the Company for your own purpose/benefit
• Responsible for establishing, maintaining, and developing excellent working relationships with colleagues within your department and the wider Company
• Responsible for delivering exceptional levels of customer service; both to internal and external customers
• Responsible for communicating with people in a respectful, courteous, and professional manner at all times

Knowledge, skills & experience

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

Personal Qualities

• Ability to effectively solve problems
• Ability to build quality relationships
• Ability to make decisions using information
• Able to maintain the highest 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

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 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; you can earn between £250 and £500 for each successful referral into the business
• Regular social, health and well‑being events