This year we introduced a Net Promoter Score (NPS) survey as a way of gauging how happy our clients are with the service Talentful provides.
We've had some pretty impressive results, in fact our average NPS per Talent Partner was 8.8/10 in Q1 alone!
Here are some tips from our very own Rebecca Jennings, Talent Partner, who received a 10/10 NPS score on a 3 month project for social gaming client, Mojiworks.
Make an extra effort with the team and throw yourself into the culture any way you can. Your aim is to become one of them and get involved with the social scene at work. Your life as a Talent Partner is a lot easier when you are friends with the team. Also it's fun :) There can be a lot of perks (food, events, social clubs). Take advantage and enjoy!
Be organised and efficient, cover your tracks in all areas so nothing can reflect badly on you. For example, a candidate emailing a senior member of the company asking for feedback on their application: it just looks sloppy. Use Trello and their internal system to make sure you are always up to date. Keep the internal system clean and current at all times to manage candidates effectively.
Speak to the team, managers, senior stakeholders. You want to find out everything about the company, how it runs, how it operates, how it's people socialise. You need to know the ins and outs of the company so you can relay this to candidates and make sure you are getting the best people for the brand.
A positive attitude really does go a long way. Nobody likes a Neggy Nancy in the workplace! Try not to come across negative, and if you are having a problem ask your manager at Talentful for advice first. Enthusiasm is a must.
Weekly Catch Ups:
Set up weekly catch ups with your client/hiring manager at least once a week to go through recruitment progression. Let them know what is going well and what is not. Don’t forget to send through your client report every Friday and this is also a good way for you to see what progress you are making week to week.
Clients are paying for you to be onsite so never sit and twiddle your thumbs. Sometimes you can be in a situation where you may not have that many live roles, so use your initiative on what else you can do within the organisation. Some ideas: organise a meet-up, help with on-boarding plans, map out the market, clean up the internal candidate system/ATS, attend events on behalf of company. Ask your Talentful manager if you are struggling for ideas. Don’t forget to let your hiring manager know how you are adding value if it's not obvious, as often these things can go unnoticed.
Don’t be afraid to use your voice. If you see something that is really wrong, speak up! You are there to make improvements. For example, the hiring manager is taking too long to book in that interview and you are afraid that the candidate will be off the market soon. Speak up and let them know the urgency. They will appreciate it in the long-run. Keep the momentum going at all times, from a recruiter's perspective we have to understand that recruitment is not always top of the list for busy hiring managers. We need to keep pushing and speak up to make sure that we are not being blocked and we are doing our jobs to the best of our ability. Always remind your hiring manager that nothing is ever secure until the contract is signed, to avoid unnecessary delays.
If you have doubts about a candidate, don’t just say nothing. Yes we are there to make placements but our main aim is to provide the best candidates and we don’t want any dropouts after a few weeks/months. We need to qualify a candidate in great depth and find out what their motivations and drivers are. If you are speaking to a candidate who says it’s important for him or her to be home at 5:30pm every evening to pick kids up from school, and you know the company adopts longer working hours, it is more than likely not going to be a match. Similarly, if someone says they can’t travel and you know that there is a high possibility of travel with the role, this should be a major red flag for you. We don’t just want placements for the sake of it. Your hiring manager will appreciate your honesty.
If you are struggling with a role, sit down with the hiring manager and find a solution together rather than suffer in silence. It’s a team effort. You can work together to find a solution, see where they problem is, and find a solution to move forward. You both have the same aim. Collaborate with the great people at Talentful, no problem is to big or small for them so pop anything in Slack if you ever need help. 99% of the time they will have a solution/suggestion for you!
Remember that you are representing the company’s brand. Look at the tone and manner that they operate in and make an effort to portray yourself like that also. You want candidates - successful or unsuccessful - to say that they have had the best experience with the company, and that’s up to you. Feedback to everyone is a must, and always be friendly and polite no matter what the situation is.