Division: Office & Commercial
Role/Assignment: Customer Support Manager and Customer Support Administrator
The Challenge
A client needed support recruiting into its customer services function.
Initially, the business believed it needed one Customer Support Manager, but the exact scope and appropriate job title were still being considered.
The role required experience within financial services, knowledge of investments and the ability to communicate effectively with everyone from large corporate contacts through to vulnerable customers.
The client was also unsure about appropriate salary levels.
Timing was important because the new Manager needed to complete a handover and both employees needed to attend training before starting.
The positions were fully office-based.
Our Approach
We arranged a detailed meeting with the client to understand the workload and what the team actually needed.
Following the discussion, we advised that the requirement would be better structured as two positions rather than one, with a Customer Support Manager supported by a Customer Support Administrator.
We also advised that the salary originally suggested was below the level required for the role and location.
Once the revised structure and criteria were agreed, we began sourcing immediately.
The Outcome
The client conducted three interviews across two stages and subsequently offered roles to two Bond Williams candidates.
Both candidates were locally based, immediately available and able to attend the required training and handover on the specified dates.
Key Results
✔ Original requirement reviewed and restructured
✔ One proposed position became two complementary appointments
✔ Salary expectations reviewed with the client
✔ Two candidates successfully offered roles
✔ Both candidates were immediately available
✔ Training and handover requirements accommodated
