Online Student Platform Boost Customer Service with 40% Uplift in Staff
Company Background
Our client is a UK based global discounts provider for sixth form, college, and university students. They connect over 70 million students with top brands via their app, offering discounts of up to 50% on fashion, technical gadgets, learning products and more.
Client
Contact
Business Type
Staffing Type
Recruitment Challenge
Due to our client working with a multinational technology company to promote discounts through an online portal, they decided to recruit 100 customer service agents over a four-month period to manage an anticipated increase in customer demand. These agents would deliver a chat support service designed to guide new customers with how to access and use the portal.
The Customer Service Agent roles were remote-based, and agents had a choice of working two different shift patterns over a 7-day period. Candidates needed to be skilled in handling queries quickly and able to maintain a friendly manner when dealing with customers in a live chat environment.
Recruitment Solution
We implemented a candidate attraction campaign that included advertising roles on the Tate website, national job boards, and social media platforms, including Facebook and LinkedIn. A referral scheme was launched using database marketing through our existing candidate community and we worked with a local university to attract students with experience using the platform, who could draw on personal experience and serve as authentic brand advocates.
The Tate recruitment team were always available for the client and met with their customer support specialist on a weekly basis. Through weekly review meetings, the team used Key Performance Indicator (KPI) tracking to monitor candidate attraction, recruitment, and onboarding progress.
Recruitment Journey
All applicants were fully screened and evaluated by the Tate team. This consisted of three Recruitment Consultants, one Associate Director, and the support of Tate’s Payroll and Compliance Team.
We ensured thorough testing of all applicants for relevant skills, including attention to detail, numeracy, and literacy capability aligned to typical job role scenarios. A pass rate of at least 80% was required to meet the needs of the position. As part of our dedication to equity, diversity, and inclusion, the test could be completed up to three times to support the needs of neurodivergent applicants.
The Results
Our dedication to finding the right staff meant that we were able to meet our client’s needs.
We were successful in delivering:
- 100% fulfilment of all vacancies
- 40% uplift in staff
- 140 customer service agents hired in four months
