Candidate Support

Getting the best out of you is our main aim and placing you in the job and company that is right for you will guarantee you a successful future.

Have you ever felt like turning over in your bed and pulling the duvet over your head rather than getting up and ready for work…what if you felt the opposite way? Wide awake before your alarm clock excited for the day ahead. Why can’t that be you?

Generally, we get stuck in a job that is ok “it pays the bills” is a phrase we hear all too often and whilst we all need to work to earn money what about doing a job you enjoy at the same time.

Find something you love to do, and you’ll never work a day in your life.

– Harvey MacKay

Harvey MacKay came out with a now well-known phrase “find something you love and you will never work a day in your life”.

This is our aim at Cloud Nine Recruitment for every single candidate that applies for one of our vacancies.

We want you to stand out because the job we are recruiting for is right for you. From the hours to the management team, the location to the job itself…we align it all and make sure you go into your new job with your eyes firmly open and excited about your future.

Getting that dream job isn’t easy…there are very few things in life worth having that don’t require you to put a certain amount of effort in. So below we have put some useful tools and techniques that you may well be faced along your way to finding your dream job.

SAMPLE TESTS AND TOOLS FOR A SUCCESSFUL INTERVIEW!

The recruitment process is designed to typically answer just three questions:

  1. Will this person be able to do the job (do you have the skills and experience I am looking for)?
  2. will this person fit within my existing team?
  3. is this person motivated to work in this job (or are you just applying because you need the money)?

All of the assessments you will be asked to take during your recruitment process (whatever that looks like) have been designed to answer one or all of these questions.

You should not approach these as “tests” but more of opportunities to show what you are capable of and also (and more importantly) a learning opportunity. Many of the assessments you will complete will give you invaluable feedback about you as an individual and even if you don’t get the job you are applying for this learning will definitely help you in the future.

YOUR INTERVIEW

Your interview is arguably the most important aspect of the the recruitment process as this is time for you to spend with you potential new employer, both getting to know each other.

Yes you will be asked some quite probing questions but you have the experience to be sat in front of this employer and you are a great fit for the position so try to relax and see this as a conversation rather than a “grilling”.

We’ve added below some useful hints and tips for preparing for your interview and the interview itself.

CALL CENTRE ROLE- PLAY

After the interview this is probably the most popular assessment within the contact centre arena and will help the assessor to answer question 1 above.

It is safe to say this is the assessment we probably hear the most about when it comes to nerves and the feeling of dread…but why do we feel that way when this is what we do every single day.

Before you are asked to carry out the role play you will be given a brief. The brief will contain some key information that you really need to obtain prior to the call itself.

You may be given the customer name, the purpose of the call. There may be price sensitive information or product information included. The assessment starts with your preparation for the call itself. What information do you deem important and what information can be left to one side?

Put yourself in the situation that you would when at work. Granted you understand the calls you receive there because you have been trained to deal with them but the skills that are being assessed are NOT what you know about the company’s products but how you manage the customer and the call.

Do you build rapport with the customer? Using their name and any other personal information the person shares with you?
Do you listen so that you understand why the customer is calling you?
Do you take control, being assertive without sounding rude?

These are the generic skills that you use every single day on every single call and therefore you have no need to be nervous at all.

Sure, none of us want to be assessed but the company you are talking to are going to invest in you and they want to know you are right for the role.

PERSONALITY PROFILING

First of all, it isn’t as scary as it seems! If you think about the three questions the recruitment process aims to answer this technique can be used to answer questions 2 and 3.

This assessment provides incredible insight into you as an individual, your learning styles, how you like to be managed, what motivates and de-motivates you. The results of this assessment often are as beneficial to you as they are the person on the other side of the table

This is a widely used tool to assess a number of your attributes, such as preferred communication styles, your learning methods, decision making methods and your likes and dis-likes.

The output of the assessment gives the recruiter a great insight in to you as an individual and really helps them get to know you.

VERBAL REASONING

This assessment is a great way of looking at your attention to detail and will help the assessor answer question 1 above.

Life within a contact centre is often fast paced but knowing when you need to ask more probing questions versus when you have all the information you need from a customer is crucial. Verbal reasoning is an assessment that will show how you use words to make decisions.

How you interpret text and make decisions on the text you have read is vital to providing exceptional customer service and to getting it right first time.

A sample question paper (and answer sheet) are attached for you to see what this assessment looks like.

VERBAL REASONING

NUMERIC REASONING

NUMERIC REASONING

Very similar to verbal reasoning; this assessment looks at how you interpret numbers graphs and charts. Whether you have enough information to make a decision and also the decision that you make. You shouldn’t be afraid of answering a question with “Cannot say” because if you don’t have enough information in front of you then that is the correct answer.

The worst thing you can do here is “fill in any gaps” or make assumptions. If the detail you need isn’t there then you cannot answer the subsequent questions.

And finally, this is not a maths test and shouldn’t be approached like one. The answers are in front of you so read the information provided again if in doubt.

GROUP EXERCISE

How do we assess how we interact with others? We put people together and see how they get on.

Generally speaking group exercises will allow the assessors to answer question 2 above – will you fit in to the existing team?

If you have done your research and you know the company brand values this is where that research will come in extremely handy. In group scenario’s your actions as well as your words can be assessed, and it is this you need to be mindful about.

Whatever the discussion topic you need to have a voice, be heard without shouting or talking over people, make sure what you have to say adds real value to the discussion topic rather than just fills “air time”. Don’t be afraid to ask someone to clarify a point they have raised if you don’t understand it…you will find if you don’t understand others won’t either.

Make sure everyone has a voice, if you see someone is not contributing make sure you include them without making it obvious you have singled them out.

And if someone in the group has taken total control do not feel intimidated by this. Remember the personality profiling section, we are all different. Some of us like to be in control whereas others are happier in a support function. Whatever role you play within a team you need to have a voice, be heard with factual and relevant input that really moves the team and task on.

And finally…

Be YOU!

Just be yourself, don’t try to be someone you think the person on the other side of the table wants you to be because that won’t work.

Remember recruitment is a two-way process and yes, you are being assessed to see if your skills and attitude are what the company are looking for but at the same time you should be asking yourself can I see myself working here for the next two / three years.

You need to be sure when you walk away that you have done your best, been yourself and have enough information to decide whether (if offered) you want the job!