Talent Management Specialist
Location: Hybrid Luton
The Role
You will act as the first point of contact for all Contingent Worker enquiries and will be responsible for ensuring a timely and effective response, working collaboratively with colleagues and external stakeholders to resolve. You will be passionate about delivering an excellent service and will be genuinely excited to delight and support customers with their enquiries.
- Provide an onsite and offsite helpdesk for candidate enquiries.
- Receive incoming queries via various channels from Contingent Workers.
- Log all incoming queries on the Customer Hub systems tracker.
- Provide an initial response to the enquiry within the contractual KPI.
- Triage the query within the contractual KPI (2 working days).
- Ensure all enquiries are managed and resolved effectively and within a timely manner by collaborating with the relevant team members and experts within the account team.
- Accountable for query resolution, keeping CLR's updated regularly with the progress of resolving the query and facilitating introductions to SME's.
- Ensure all recipients have received a status update on their open query within 14 working days.
- Act as the first point of contact for CLR escalations by responding and investigating the complaint, following the escalation process. Ensure a timely response and appropriate solutions and alternatives are provided to the recipient.
- Provide regular updates and management information on the status of queries, average response times, volumes and query types.
- Be proactive to identify potential queries before they arise and work collaboratively across the team to implement communication and processes which will minimise CLR queries and complaints.
- Embody the principles of Golden Thread, ensuring candidate and worker relationships are maintained, in order to reduce CLR attrition rates.
- Develop sustainable relationships with CLRs and gain their trust through open and interactive communication.
- Provide content and relevant updates for monthly CLR communication and engagement programmes.
What we're looking for
We need a proactive, consultative communicator, who can build professional and collaborative relationships by naturally building rapport with all Customers (Client, Team, Candidates, Workers and Suppliers).
You will be required to undergo Security Clearance for the role which will be discussed at application stage.
We welcome applications from individuals requiring varying levels of flexibility, our supportive and highly experienced team will provide you with the full details of the role.
You are guaranteed an interview if you can demonstrate that you can meet the role requirements above and have a disability /long-term health condition - just tell us when applying for the role. Our interview guarantee also applies to any current reservists, ex-armed forces personnel or forces spouses applying. We also recognise the value people with previous convictions can bring to society and are proud to be a "Ban the Box" employer.
We genuinely care about creating a diverse and inclusive team and we welcome people from all backgrounds, with different perspectives and experiences to work with us. We cannot, and will never discriminate against anyone based on, race, ethnicity, national origin, colour, sex, gender identity, gender reassignment, sexual orientation, religion, beliefs, disability status, family or parental status, age, marriage and civil partnerships, pregnancy and maternity. At Guidant Global everyone has the freedom to give their opinion, build their career path and be part of a cooperative and supportive team. If you need any reasonable adjustments at any stage of the application or interview process please do let us know. In your application please feel free to note which pronouns you use.
