7. Customer service - why is it important?
•82%ofpeoplehaveleftacompanybecauseofabadcustomer
serviceexperience.
•Ontheotherhand, creatinggood customerexperiencesand
happycustomersdeliversabig--andpredictable--returnon
investment: Happy customers, on average, tell nine people about their
experiences.
8. Nationwide’s customer experience
so far
October 2014 – The Problem
“ImprovingtheCandidateandHiringManagerexperienceisalsoakey
areaoffocusfortheResourcingfunctionandisdrawnoutinthe
Resourcingstrategy2013– 2018asoneofthefundamentalsofthe
strategy-Enhancing our Candidate/Hiring Manager
Experience”
The Approach
•Engagedtheexperts– Customerserviceanalyticsteam
•Identifyingourkeycustomers
•Mappingthejourney– walkinginourcustomersshoes
•Indepthindependentanalysisoffindings
•Short/mediumandlongtermrecommendations
9. Who are our customers
Key Customers were split into two key categories :
• Candidates(InternalandExternal)
• Hiringmanagers
11. How did we map these journeys?
Activity 1
Value to Customer
Activity 2 Activity 3 Activity 4 Activity 5
Customer Expectations
Customers Emotional Value
Potential areas for improvement
13. Resourcing’s customer of the
future
Questions that I believe need to be considered for the future:
•Willcustomersemotionaltriggerschangewhenitcomesto
lookingforajob?
•Whatroledoestechnologyhaveinimprovingacustomeror
candidatesexperience?
•Willresourcingcustomersseecandidateexperienceasimportant
ormoreimportantinthefuturewhenitcomestomakingcareer
choices.
Withalloftheaboveconsidered:
Should customer experience be a key element of your
resourcing strategy?
Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April
Refresher training is designed to up skill the internal resourcing team to with the aim of :
Increase the skills in the team and standardise our practice as a department
Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers.
Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered.
Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers.
The first refresher training will be the new Selecting the Best course.
Assessor training / hubs
This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.
Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April
Refresher training is designed to up skill the internal resourcing team to with the aim of :
Increase the skills in the team and standardise our practice as a department
Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers.
Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered.
Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers.
The first refresher training will be the new Selecting the Best course.
Assessor training / hubs
This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.
Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April
Refresher training is designed to up skill the internal resourcing team to with the aim of :
Increase the skills in the team and standardise our practice as a department
Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers.
Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered.
Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers.
The first refresher training will be the new Selecting the Best course.
Assessor training / hubs
This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.
Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April
Refresher training is designed to up skill the internal resourcing team to with the aim of :
Increase the skills in the team and standardise our practice as a department
Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers.
Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered.
Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers.
The first refresher training will be the new Selecting the Best course.
Assessor training / hubs
This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.
Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April
Refresher training is designed to up skill the internal resourcing team to with the aim of :
Increase the skills in the team and standardise our practice as a department
Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers.
Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered.
Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers.
The first refresher training will be the new Selecting the Best course.
Assessor training / hubs
This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.
Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April
Refresher training is designed to up skill the internal resourcing team to with the aim of :
Increase the skills in the team and standardise our practice as a department
Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers.
Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered.
Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers.
The first refresher training will be the new Selecting the Best course.
Assessor training / hubs
This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.
Workshops on the New Capabilities Framework all scheduled – will all be completed by the 10th April
Refresher training is designed to up skill the internal resourcing team to with the aim of :
Increase the skills in the team and standardise our practice as a department
Increase resilience around material updates, so smaller changes and trouble shooting can be done more confidently by RPs, RCs and Resourcers.
Facilitate a more confident and consistent ‘push back’ to hiring managers to drive up the standards of the assessment that is delivered.
Longer term refresher workshops will include training RCs and Resourcers to quality assure assessment processes and assessment decisions made by hiring managers.
The first refresher training will be the new Selecting the Best course.
Assessor training / hubs
This approach is designed to professionalise and standardise our practice as an organisation in our resourcing across the divisions.