News : 150 Jobs at Domestic and General's Contact Centre
Nottingham, UK, Feb 8, 2016 -- Skills over experience is the approach that appliance care Domestic and General is taking as it looks to recruit more than 150 permanent staff in Nottingham.
The new roles, based at its contact centre in Talbot Street, are both full and part-time.
Resourcing business partner Kate Reid said the company has recently changed its approach to recruiting, and has worked with psychologists to come up with a list of strength-based questions to ask potential employees.
She said: "We are looking for opportunity spotters and rapport builders that are sales focused and can deliver good customer service – and people that are passionate, show drive, enthusiasm, are energised and keen to learn.
"We used to look at past experience and results but we don't look at that now, potential employees have to answer a few strengths-based questions; it's more about the person. It's opened up the diversity of the applications so if you've got the right personality and you want to do the role you will be able to get through.
"The questions are yes/no answers, and they are the first real 'sift' stage [in the recruitment process]. The kinds of questions they would be given include 'would others describe you as thick skinned?' and 'change can be difficult, would you agree?'. It's the initial gut response we are looking for."
Successful applicants will then be asked to do a telephone interview, before being invited into the assessment centre for face-to-face interviews and group building exercises.
Rebecca Wall has been working at the company for eight and a half years, and in that time has progressed from contact centre agent to a team leader in charge of 17 people.
She said there are lots of different opportunities to further your career at Domestic and General, adding: "If we feel that someone would be suited to a [more senior] role, we will prompt them, but some people will just come forward and say they're really interested in progressing and we will help the progression of their skills so that they can get to that stage."
Head of HR contact centre Brona Ratcliffe said it is "critical" to remain competitive as the company looks to scout the best talent.
She said: "We have around 800 people working here, we are in a city that has one of the highest employment rates in the country, so we can't afford to rest on our laurels.
''We recognise there's lots of competition but we want to be the employer of choice. And the best way of doing that is reaching out to the local community, one of the best examples of that is this year, we've started pushing a lot of part-time work.
The recruitment team have done a really great job at engaging with the university and connecting and making sure that our opportunities are available to them.''
Posted by Veronica Silva Cusi, news correspondent
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About Domestic & General:
Providing extended warranty quotes, Domestic & General is a UK warranty provider with 5 million UK customers.
Published: Wednesday, February 10, 2016