Customer Service Executive, Wirral

Job description

OverviewWho are we?

We are New Directions, a group of companies that provide UK wide services (including recruitment, training, care provision and other support services) within education, social care, and domiciliary care, from a network of offices across the UK.

We have recently been recognised for our fantastic business achievements across a number of awards:

Finalists for Best In-House HR Team and Excellence in HR – CIPD HR Wales Awards 2024

Winner of Best Employer, and Finalists for Best People Services, Best Business Services and Best Sustainability – Cardiff Life Awards 2024

Winner of Best Technology and overall, Platinum Award Winner (Checks Direct) – Cardiff Life Awards 2024

Highly commended for Skills Development – IOD Wales Awards 2024

Finalists for Best Temporary Recruitment Agency, Recruitment Agency of the Year 100+ employees and Most Effective Compliance Operation – Recruiter Awards 2024

Finalists for Scale-Up of the Year and Team of the Year (Checks Direct) – Fintech Wales Awards 2024

Finalists for Best Technology (Checks Direct) – EntreConf Awards 2024

Finalists for The Employer of the Year, Mid-Market Business of the Year Award and Family Business of the Year Award – Lloyd's Bank British Business Excellence Awards 2024

Finalists for Temporary Recruitment Company of the Year and Best Recruitment Company to work for (£50m to £100m) – TIARA Awards 2024

Finalists for Employer of the Year, Financial & Professional Services Business of the Year and Technology Business of the Year – Cardiff Business Awards 2024

Finalists for Business Services Business of the Year and Employer of the Year – South Wales Business Awards 2024

At New Directions, we deeply value our employees as the heart of our success, and we do this through our Impact Initiative. We recognise that each individual brings unique skills, perspectives, and dedication that drive our growth and innovation. We foster a culture of respect, inclusivity, and collaboration where every voice matters. By investing in professional development, well-being, and work-life balance, we ensure our people feel supported and empowered to thrive. We celebrate achievements, encourage creativity, and provide opportunities for advancement. In summary, our Impact Initiative makes sure you feel valued – with celebrations, wellbeing support, and chances to give back as a team.

Job PurposeTo provide effective Customer Service and Support for Recruitment Consultants within the branch, including, client focussed activities, fill bookings with quality staff that meet client requirements, administering recruitment and screening processes to support and maintain the candidate database, outbound & inbound phone activity to support branch KPI's.

Main Duties

To build relationships with existing clients

Outbound & inbound client phone activity

Outbound and inbound candidate phone activity

Deal with quires from clients and candidates

Client & candidate weekly outbound timesheet confirmation

Candidates check in calls

Candidate evaluation calls

Attend Client and candidate facing events.

Take lead from the Recruitment Consultants/Branch Managers.

Engage with clients on social media platforms.

Creating external links to enhance the database of candidates.

To sell the benefits to candidates of registering with New Directions

To register candidates in locations onsite and offsite

Pre-vetting, interviewing, and completing follow up tasks to get candidates through New Directions compliance and activated speedily.

To contact on hold candidates and archived candidates to see if they are available to work for New Directions

To provide administrative support to the Branch

To complete Job Adverts and News Stories of the Branch

To fill bookings with appropriate members of staff and confirm with schools.

To send booking confirmations, profiles and any other appropriate documentation requested by the school.

Using New Directions systems and managing telephone activity effectively

Updating New Directions availability lists

Managing payroll processes and obtaining the managing timesheets

Calling referees and chasing up references including contact with Head Teachers

Sending references (on new access systems)

Updating notes on RDB

Monitoring email inbox

Liaising with Sales Support Hub on screen regarding pre-registered candidates

Taking part in on call duties

Able to confidently speak to Clients face to face or over the phone.

Deal with client questions and queries in the absence of the Recruitment Consultant

Other ad-hoc administrative duties and project required.

Main responsibilities

Responsible for own individual performance in line with set KPIs

Responsible for compliance with all relevant legislation, and processes, policies, and procedures

Responsible for taking reasonable care of your own health and safety and ensuring that you take reasonable care not to put other people (including fellow employees and members of the public) at risk by what you do or do not do in the course of your job

Responsible for safeguarding assets within your control and possession, including but not limited to hardware, software, systems, or information, and to report any suspected breach in security without delay, to the relevant personnel as required

Responsible for the non-disclosure of any confidential information and/or trade secrets of the Company to third parties and/or the misuse of any confidential information and/or trade secrets of the Company for your own purpose/benefit

Responsible for establishing, maintaining, and developing excellent working relationships with colleagues within your department and the wider Company

Responsible for delivering exceptional levels of customer service; both to internal and external customers

Responsible for communicating with people in a respectful, courteous, and professional manner at all times

Knowledge, skills and experience

Understanding of recruitment and screening processes

Excellent communication skills – written and verbal (essential)

Excellent customer service skills (essential)

Excellent time management skills with the ability to plan and prioritise effectively (essential)

Knowledge of the education sector

Results driven – strives for excellent results(essential)

Competent user of RDB, screening, Swyx and Teams

Knowledge of Child Safeguarding

Knowledge of AWR regulations

Knowledge of REC Code of Conduct

Personal qualities

Ability to effectively solve problems

Ability to build quality relationships

Ability to make decisions using information

Able to maintain the highest levels of confidentiality and data security

Able to make decisions using available data and information

Able to quickly learn and apply new knowledge and skills

Able to work as part of a team

Able to work independently

What we offerFantastic employee benefits including:

A flexible working environment, with the opportunity for hybrid working

Health Cashback scheme

Life Assurance of 4 x salary

Pension Salary Sacrifice Scheme

A generous annual leave entitlement of 25 days holiday plus bank holidays (rising to 27 days holiday after two years' service)

Opportunity to purchase additional annual leave through salary sacrifice

A day off for your birthday

A Giving Back day – to offer your services to the local community

Electric Vehicle Salary Sacrifice Scheme (subject to qualifying eligibility criteria)

Cycle to Work Salary Sacrifice Scheme (subject to qualifying eligibility criteria)

Opportunity to join our 3% interest Christmas savings scheme

Employee referral scheme; you can earn between £250 and £500 for each successful referral into the business

Regular social, health and well-being events

#J-18808-Ljbffr

Extra information

Status

Open

Education Level

Secondary School

Location

Parkgate

Type of Contract

Full-time jobs

Published at

09-05-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English