‘The Candidate Experience’ was the topic for discussion at our recent client HR Forum in Glasgow. 

Our Forums are a chance for HR Professionals from diverse backgrounds and industries to network and share ideas on best practice. 

In today’s changing market place, how do we ensure that we deliver a great candidate experience which engages candidates?  Record numbers of applications are being received across all industry sectors.  How can we give candidates a great experience and enhance our brand?  We looked at the full cycle from candidate attraction and application through to the rejected candidate and candidate after care.

Discussion points included:

• - How can we manage the balance between the personal touch and the speed and convenience of on line technology?
• - How do we treat the rejected candidate?
• - Methods for gathering feedback.
• - What can we learn from negative candidate experiences?
• - How can we use feedback to facilitate change?

Future Forum topics will include:

• - Reward & Recognition
• - Recruitment for Retention
• - On Boarding & Induction
• - Social Media in the Workplace

To find out more, contact Kirsty Peacock on 0141 270 5002 or kpeacock@fpsg.co.uk

FPSG is delighted to support the Modern Apprenticeship scheme through the recruitment of three Trainee Resourcers from training partners in Glasgow and Edinburgh.

This is an excellent way to offer fresh talent an opportunity to take their first steps into recruitment while receiving on-going support from their training provider through an evidence based and work related vocational qualification.

The Apprentices are visited fortnightly in the work-place by their assessor while working towards their VQ in Business and Administration L3.

Modules include Project Management, Document Production, Customer Service, Communications and IT.   So far, we have aligned our Apprentices to the Technology, Business Operations and Volume teams.  Feedback from all teams has been glowing with our recruits displaying enthusiasm, drive and flexibility from the outset.

Here is what our Apprentices have to say:

 ‘I was motivated to take up the fantastic opportunity to join the modern apprenticeship program because I felt it would give me experience and confidence in the world of work and it has done exactly that.  Since joining FPSG in April, I have learned so many new skills in the office work environment and have a lot more confidence when speaking to people of all ages and cultures whether it be over the phone or face to face’                Cameron, Trainee Resourcer, Volume Delivery, Edinburgh.

 ‘I really loved the idea of taking up the Apprentice Scheme because it teaches you on the job and someone is always there for help. You get to experience the working environment.  Age and experience is not the main priority and it’s given me an opportunity for a career.  I would rate my experience so far with FPSG 10 out of 10 because I have learned loads and everyone is so nice and making me feel so comfortable within an environment I have never experienced before.   I enjoy these new challenges everyday and am loving the job’  Holly, Trainee Resourcer, Business Operations, Glasgow.

‘When leaving school my naivety led me to believe I would type up a simple CV, walk into an office with a cactus in my hand and choose a desk where it would receive the best light and get straight to work.  This dream was soon to be dismissed as I spent two years swapping between temporary jobs, to unemployment and helping the family with chores for some extra cash.  I knew an apprenticeship would help me gain a qualification.   I have now been in my apprenticeship with FPSG for two months and thoroughly enjoying gaining not only work experience, but life experience when talking to clients, candidates and colleagues. I feel that everyone plays an important part in the office and in their team and have all helped me settleg in. It’s always scary starting a new job and being the ‘newbie’ but I couldn’t have been more welcomed”.  Lorelle, Trainee Researcher, Technology, Glasgow

FPSG recommends the Modern Apprenticeship Scheme.  For further information on how you or your business can benefit start with Skills Development Scotland  www.skillsdevelopmentscotland.co.uk

Contact Kirsty Peacock to find out how FPSG can help you make your next career move or fulfill your recruitment project – 0141 270 5002  kpeacock@fpsg.co.uk

Oops, I Did It Again!

Everybody makes mistakes (apart from me, I’m perfect…most of the time).  In recruitment there are a million and one pitfalls to avoid.  Unfortunately I only seem to learn by experience and I have fallen in quite a few.    Most recently when replying to an email to a shiny new (male) client I confirmed an interview with a kiss at the end.  Aaarrgh.  Why!?  I then made it worse by first of all trying to recall the email (didn’t work) and then emailing the client to apologise that I sent him a kiss.  Oops.     I sat in a state of mortification until I got his email reply the next day to say everyone likes a kiss now and again.  I am sure I will still blush the next time I see him.

Rule number 1 – Remember who you are addressing

Asking round my recruitment friends it seems that most mistakes are made due to modern technology (answering machines and rogue emails topping the list).    A good example is of a Recruitment Consultant that I know (who shall remain nameless) who was trying to arrange her weekend on a quiet afternoon at the office and sent the following email to friend “Alright ya bam are you still coming to the pub on Friday?.  Unfortunately, instead of her friend it winged itself to one of her clients instead – The Corporate Head of HR of a large Transport organisation who has the same first name. Doh! One hastily written apology later the client was understanding though she didn’t’ take up the invite to the pub!

Rule number 2 -Double check the email address before hitting send

Email is sometimes a dangerous thing.  Whilst working on a PSL project to recruit 10 new customer service advisors , the onsite assessment centre had went swimming well and looked like job offers were about to be made.   This particular Consultant was really pleased as she could almost see the commission rolling in.  After completing the assessment she was called into the client Directors office.   As soon as she entered the office she noticed the atmosphere had changed and all wasn’t quite as rosy.   The Director produced an email and asked the Consultant to read.  It was the email the consultant had sent the day before with all the candidates  CVs and details that her colleague had prepared for her the day before.    As she scrolled down she realised that there was another email from her colleague at the bottom which she hadn’t noticed when she had forwarded on to the Director.   The title was “Here are the CVs of the headless wonders for the dark side”.  Needless to say this required some explaining for the client to see the funny side.

Rule number 3 – Check your paperwork before submitting

It is not only agency recruiters who make these kinds of mistakes.  I have also heard a story of a HR Manager from well know retail firm who was trying to get in touch with the owner on his mobile.  It rang out and clicked onto answering machine so they put the phone down without leaving a message.  The HR Manager then entered into a swear fuelled rant  to a colleague about said owner including a few choice words about his less than competent management techniques and not so handsome looks.   Only to find out the next day that they hadn’t put the phone down properly and the answering machine had recorded the lot.   Mucho grovelling later and it was resolved…though apparently not forgotten.

Rule number 4 – Make sure you always put phone down properly

In theory Rec to Recs should be at the top of the recruitment pile.  They live and breathe recruitment in some shape of form every moment of the day.   However, even they have fallen foul of one of the golden rules.   I recently heard a rumour that a well know Rec to Rec tried to spec in a very experienced Senior Consultant into their current company and their direct line Manager.  Cringe central!  Before the Rec to Rec sent the CV they hadn’t bothered to check where

the Consultant was working at the moment.   Luckily the Senior Consultant was very highly regarded and their Manager was keen to keep them within the business however the result could have been very different.

Rule number 5 – Do your research

Recruitment Consultants have busy and pressurised jobs so it is inevitable that mistakes will happen.  Sometimes the silliest errors give the opportunity to open up communication lines further with clients’  and strengthen previously superficial relationships.  In the words of Henry Ford “Even a mistake may turn out to be the one thing necessary to a worthwhile achievement”.

After a fun filled and very enjoyable Client Quiz Night back in October, we decided it was about time to do it all over again.

On 22^nd March, FPSG held yet another uber competitive Quiz Night in our favorite venue – The Pony. It was great to see another fantastic turnout, Clients both old and new mixing and mingling together whilst enjoying a beer or two… or three… you know the rest…

 Good effort by both teams who came joint first and caused a tie-breaker question that had everyone thinking – How many episodes has there been of Noels House Party??

 High Fives to the winning team Percepta who walked away with the top prize. Better luck next time to our good friends at Space and People  (we will win next time guys J)

Our night carried on till the early hours by the very ‘brave’ & ‘jolly’ ones – and rumor has it someone went home with a reserved sign and someone also lost a shoe ( this baffles me)  you know who you are J

Ultimately a great night had by all!!

We’ve put together some photos from our night and wanted to share them with you. Thanks for a fun night guys and we look forward to many more!!

Our Business Operations team at FPSG Connect is enjoying a busy final quarter of 2011.   We have been awarded the fantastic opportunity to supply contact centre recruitment services to on line retailer Amazon in their prestigious new Contact Centre in Edinburgh’s landmark Waverley Gate building.  This has culminated in the supply of 80+ temporary Associates in both UKand German roles for their Christmas ramp up.  Amazon is well known as being an exciting and innovative company to work for and supply and as such it has been a pleasure supporting their seasonal campaign.  This project has firmly placed FPSG Connect in the East Coast Contact Centre market with the successful placement of volume and bilingual temporary Associates, permanent Team Leads and Specialist Support Roles.  It’s been hectic but we have thoroughly enjoyed our Amazon experience.  Keep our associates busy and check out Amazon’s weekly deals at http://www.amazon.co.uk/deals-offers-savings/b/ref=cs_top_nav_gb27?ie=UTF8&node=350613011

 To discuss your next move in the Contact Centre market, please contact Kirsty Peacock – kpeacock@fpsgconnect.co.uk

FPSG Connect held a Client Quiz Night at the Bath Street Pony in October.  There was a great attendance and a fun time had by all.  Who knew that a group of normally passive business professionals could become so competitive over tunes from the 70’s and flags of the world?!  That said we have all been educated and definitely gleaned some useless knowledge for the future…..none of us will ever forget what WD40 stands for – top tip, its not Wax Dripping!!

Well it’s definitely exciting times here at FPSG Connect as new faces join us and we’re off to pastures new!!

Well…………., not really new so much as moved along a bit really, but due to the whole group experiencing a period of growth, which resulted in a number of new appointments (mine included!) across several of the companies, we’ve had to re-shape the office.

So out went the old boardroom and interview rooms first and the new boardroom and interview rooms were put in place. Next, one of our sister companies moved, but our own move still seemed a long way off! But this Friday it’s our turn!

We’ve been waiting weeks for this moment (like children driving their parents mad on a long journey asking “Are we nearly there yet??”) and the excitement has been building….. along with the smell of freshly painted walls……

Each day we’ve arrived eagerly anticipating the work carried out the night before. Each of us thinking “Is it nearly finished?”

Ideas have been flowing……..”Shall we have a Client area?” “Shall we have a break-out zone?” “How about painted whiteboards instead of the traditional ones?” A sense of pride in our new surroundings prevails.

We watch and listen eagerly as the MD fends off yet another question of “What’s the seating plan?”……….

Each division makes plans for future expansion and details how many seats they need now, how many in 6 months, 12 months, 18 months and so on. There is an air of anticipation and positivity as everyone can see and almost feel the growth.

Friday will be here soon…….

We’ll all be dressed down so that we can help to move the furniture and get stuck in. We’ll get used to our new surroundings in the afternoon and we may even celebrate with a drink after work.

Then we’ll walk in on Monday morning, knowing all the answers to our previous questions, and feeling excited about the next phase of our continuing journey………..in our new “home”.