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Slater Gordon Lawyers

60 X Customer Service Advisers

Liverpool Slater Gordon were building a new Customer Service team in Liverpool and needed to hire 60 customer service advisers for this team. This was an entry level role where candidates need some customer service experience and good administration skills. These people would be the first people customers would speak to who contacted Slater Gordon so it was essential they had excellent customer service skills, good telephone manor and attention to detail when recording information on the company’s systems. The role paid £17,500. We worked with Slater to schedule Group Recruitment Events once a week with up to 20 candidates in each session over the period of 1 month. We would work alongside Slater Gordons internal recruitment team who would also be filling these roles directly. Our activity was focused on attracting candidates from the job boards & CV databases while the internal team posted adverts through us and focused on applicants to these adverts. All candidates would be spoken to on the phone and complete a standardised competency based telephone interview. Following this if the candidate was suitable, we would invite them to complete an online behavioural assessment to look at some of the benchmarked soft skills for the role and see if there was a match. If the candidate completed this and scored a job match of 70% or higher, they would be booked in for the next recruitment event. We would then manage the candidates who were booked into events by doing preparation calls the day before the event and making sure at least 70% of those who were booked into the event arrived. We achieved 74% attendance overall in the end and from this and of those who attended 45% were hired resulting in 39 offers being made with finda candidates and the remaining being sourced by the advert and screened by the internal recruitment team at Slater Gordon. The work involved in this process and outcomes were as follows: 2 Adverts 390 hrs of Resourcing Time Total Cost = £28,100 Recruitment Agency Equivalent Costs = £81,900 Saving = 66%

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