Artis Customer Contact Case Studies

 Sales Performance Manager, £60k, FTSE plc

The problem

A major client of ours was looking to realise greater value from their outsourced contact centre partnerships; specifically they wanted to improve sales outcomes through greater engagement, better conversion and higher value customer relationships. For this newly created role the client was keen to find someone with both sector and outsourcer experience and who offered a close cultural match. An added challenge was that the client needed someone on board quickly as a previous offer had been declined. As an established supplier, we were thrown the challenge of finding someone in double quick time!

What we did

The difficulty of finding good people well-suited to an organisation is compounded when the role needs filling within a very tight timescale; inevitably, if your window of search is tiny the pressure is on to conduct all the right activity quickly. Given our client’s timescales we knew we needed to act quickly and reach out to a lot of people; so, we arranged for targeted mailings, advertising and a network referral request to go out that day. Hitting lots of people within 24 hours we generated plenty of interest; the task of identifying the highest calibre candidates within that long list of response then needed our speedy focus and attention... time for heads down…

Success!

Our swift action and our market reach meant we managed to identify two excellent candidates fresh onto the market who were a great match for the business. The client interviewed both candidates that week and made an offer. A tricky assignment but we got there… another happy client!

OUR CLIENT SAID: “As a fast-paced business with a demanding culture we required a driven individual to manage our customer facing business partners. Having had an offer declined the business need was pressing. We were pleased with the approach Artis took.” Resourcing Manager, FTSE plc THE CANDIDATE SAID: “I’d worked in both outsource and client-side environments and knew this role would be a great challenge as soon as Paul contacted me about it. I was surprised that things moved so quickly, but that’s no bad thing.” Sales Performance Manager, FTSE plc

Artis Customer Contact Case Studies

 Head of Contact Centre, £85k, FTSE / Outsource partnership

The problem

The past few years have seen our client grow their market share and introduce innovative new products into the UK market. Growth often underpins recruitment need, and this role came to market as the result of major business transformation driven by clear and ambitious future growth plans. Having identified the need for this new leadership role our client wanted to secure someone with deep operational expertise, clear gravitas and a breadth of experience from a variety of sectors and cultures. No tall order, but we rose to the challenge…

What we did

This assignment was managed on a retained basis, ensuring we could clear the decks and focus on what was a critical hire for our client. Whilst our own network is very strong at this level we wanted to make sure we’d scoured the whole market for any and every possible candidate. A formal search was conducted by our own in-house team of researchers (using a wide range of media and bespoke search tools), to identify not just those senior people in similar roles but, specifically, those people who’d had direct, recent, relevant experience within similar contexts. This detailed search meant we’d identify people with all the right attributes to land quickly and effectively in the new role.

Success! 

At the end of a lengthy search and numerous face to face meetings up and down the country, we delivered a comprehensive market report, shortlist and clear set of recommendations to the client. Their own recruitment process was also very thorough, and an offer was finally made to a truly outstanding candidate. A great assignment with a business to watch for the future…

OUR CLIENT SAID: “We had worked with Artis before but this was a more senior role. We were impressed with the approach they took and were pleased with the calibre of the shortlist and the market insight.” Head of Resourcing, FTSE/Outsource partnership THE CANDIDATE SAID: “I was approached by Paul in a professional way with what seemed an interesting role. I wasn’t actively looking, but this piece caught my attention as senior roles within this industry and reasonably close to home are rare.” Contact Centre Head, FTSE/Outsource partnership

Artis Customer Contact Case Studies

Head of Service Delivery, £450/day, Outsource Consultancy

The problem

Our client on this assignment was a strategic consultancy engaged with a FTSE financial services brand to overhaul much of their people and process systems within their contact centre estate; a significant piece of work requiring a highly experienced senior team of interims based across a number of sites. As part of this piece we were asked to find a key programme lead, a senior player with deep operational expertise and the client-facing skills to credibly lead the project delivery

What we did

Having built our reputation in the contact centre market over the last 10 years we have an extensive network of senior contacts from which to draw. Many contacts have been both candidate and client over that time, and we knew that we’d be able to secure a fantastic candidate from within this network. We also took time to run a formal search for seasoned interims outside this network as we wanted to cover all bases. Because of the scope of the role we made sure we had a detailed brief, understood this brief and were able to translate it accurately to candidates. Getting this right meant that anyone making it to the shortlist was fully aware of the expected deliverables on this important contract.

Success!

Our client had high expectations of a senior hire at this level and wanted us to have met with all candidates as well as to obtain written answers to a couple of key questions / scenarios. We understood what was at stake for our client and made sure we were thorough. Three interviews were arranged, resulting in an offer and a happy client.

OUR CLIENT SAID: “This role was a critical member of the team I was putting together for a major project with a key client. Paul demonstrated he understood the sort of person I needed… and how to find them. A good piece of recruitment, thanks Paul.” MD, Outsource Consultancy THE CANDIDATE SAID: “I was aware of Mark and Paul at Artis through a mutual contact. This opportunity stood out as an interesting role vs a couple of other things I was in process for and I was pleased when I was offered. It’s a tough gig but I’m enjoying it!.” Interim Head of Service Delivery

Success! - Little-Known Brand (CC)

Artis Customer Contact Case Studies

 Contact Centre Manager, £35k, Start-up Energy Provider

The problem

Many of our clients are household names or big brands. Whilst this isn’t enough on its own (sadly!) to solve every recruitment challenge they face, a well-known name and familiar EVP message certainly helps. On this occasion our client was an innovative start-up business – headed by some industry heavyweights – but in today’s competitive recruitment market the fact that they had no established business or brand saw them losing out in terms of candidate attraction to better known names. An interesting role to take to market, but a challenge given this context.

What we did

With this assignment, we knew we’d need to focus primarily on the role and the entrepreneurial vision to attract, rather than falling back on brand recognition… but that’s fine, because it was a great role working with some great people and offering a chance for the right candidate to help shape the customer proposition. Given our network and reach we knew we could access a strong candidate pool, and we spent time creating a ‘candidate pack’ to present the vision, business strategy and working conditions clearly. Good conversations ensued, and the brand awareness issue was reduced to just one of the many factors influencing candidate interest levels, not a key limiter.

Success!

A great example of how recruitment isn’t about brand-lead advertising and automated sifting; rather, good recruitment is really about knowing how to attract and engage candidates in a given opportunity. Most of us work for businesses that aren’t household names, but that shouldn’t stop a good recruiter rolling up their sleeves. Our client now has a new senior team member… and a new brand advocate.

OUR CLIENT SAID: “We’d worked with Paul previously and knew his professional and persistent style was just what we needed to help us uncover the right people.” MD, Start-up Energy Provider THE CANDIDATE SAID: “My background was mostly in large companies, where I’d gained some great experience. I was looking for an opportunity to develop in my career, somewhere I’d be trusted to build a great team and customer-centric processes. I didn’t know the company, but I liked what they were about and the role sounded perfect.” Contact Centre Manager, Start-up Energy Provider

Artis Customer Contact Case Studies

MI Consultant, £240/day, Financial Services (Scotland, with UK travel)

The problem

Large organisations often have a diverse geographical footprint, a result either of historical acquisition or simply operational necessity. Our client – a high street name – has call centres located throughout the UK, and this role came about due to a project run out of Scotland. The requirement was for an interim MI Consultant to analyse current activity and present recommendations for improvements This assignment highlighted the fact that even when attracting more general skills locally is not difficult, the candidate market for senior staff or niche skills can prove a major headache for many employers.

What we did

Given our extensive database, access to all the right niche job boards / CV databases, comprehensive reach via social media and our well-known recruitment brand in this space we were confident we could reach the right people… but we also knew we’d need to sell this opportunity as it would likely involve a temporary relocation and significant travel for most candidates. Sometimes the key is to really understand what makes the opportunity attractive and to focus on presenting this right from the outset; in this way we attracted people who were keen on the role and not put off by the travel.

Success!

Whilst this assignment did at times feel like looking for a needle in a haystack, the hours put in resulted in us uncovering some excellent candidates. In the end, the client was able to hire someone with the perfect background who had worked on similar programmes; the successful candidate was based in the Midlands but was quite prepared to stay away during the working week.

OUR CLIENT SAID: “This particular project was being run from one of our Scottish sites, so we needed someone on site there. With the additional travel we knew it would preclude some candidates, but that was the requirement of the project.” Programme Resource Lead, Financial Services THE CANDIDATE SAID: “In previous roles I’ve had to travel, even overseas, so this aspect of the role didn’t put me off. I was interested in the scope of the role and enjoy the analytical side so I was thankful to Paul for the approach.” MI Analyst / Consultant, Financial Services

Artis Customer Contact Case Studies

Contact Centre Team Leader, £20k, Niche outsourcer (M4 corridor)

The problem

As an established niche business with a stable team our client generally promoted from within at this level and rarely came out to market. On this occasion though there was a need for fresh blood, but the low-margin nature of their business model meant that budgets were tight and salaries had to be limited within established brackets. Our client’s direct activity had failed to reach candidates of the right calibre, and we knew we’d need to roll our sleeves up to find great people within their budget.

What we did

Over the last 10 years we’ve built a strong reputation for placing into roles of this type, and our network at this level and in this location is exceptionally strong; we felt confident we could reach enough people who would see this role as a positive challenge and not see the package as a barrier. We took time to understand the business behind this opportunity and to shape a proposition which would attract the right sort of person. Not all job seeking is driven by money, and we wanted to reach those with all the right attributes locally who were ready for the next step in their careers; a great role and an easy commute often counts as much as a few extra £s in basic salary. Having identified the people we sold the business and the opportunity, openly and honestly, and drafted a strong shortlist.

Success!

We’re often asked by candidates to ‘keep an eye out’ for specific opportunities in certain locations, and this assignment was a great example of how a well-connected proactive recruiter can quickly come up with just the right person. Two interviews resulted in one offer… the client now has a highly motivated new Team Leader; the candidate has a shorter commute and an hour of their day back!

OUR CLIENT SAID: “Whilst we try to promote internally it’s not always possible. We are aware that other, larger employers offer a higher salary so we asked Paul to find us a capable Team Leader from within his network. Yet again Paul managed to find us someone.” Commercial Director, Outsourcer THE CANDIDATE SAID: “Paul was really helpful throughout the process, and he talked me through what the company do and what other people he’d placed there had said about them. The location was perfect for me and from what Paul said the role sounded great.” Team Leader, Outsourcer

Artis Accounting & Finance Case Studies

Finance Director (Reporting to CEO), £95k, Telco

The problem

Some organisations are complex; multiple operating entities, complicated matrix reporting lines, challenging cultures, global footprint etc. On this occasion our client had the lot(!), and that meant some real challenges for their internal recruitment team. There was a need for a resilient, experienced and credible Finance Director to come in and steady the ship but all was P&C… this was where we came in.

What we did

The senior finance space is a fascinating place in which to operate; as a trusted recruitment partner to many mid-to-large corporates our network of senior finance professionals is both broad and deep, and it’s something we’ve built up over time. With the sort of relationships and trust we foster we were able to discuss the opportunity in great detail without giving away the company name. We had some brilliant conversations with great people with the perfect balance of expertise and gravitas to manage anything thrown at them. They then trusted us to take their details to the client.

Success! 

We presented a few people to our client at the end of a busy week of meetings and calls; at a salary range of £85,000 - £95,000 the client was expecting a very strong shortlist… and we hit the mark. A series of back to back interviews were arranged in our very own offices to keep the position P&C. The successful candidate went on to become CFO within a year and has implemented a more efficient system as well as modernising the accounting process. We were happy we could help.

OUR CLIENT SAID: “As a complicated and rapidly expanding organisation we were keen to ensure the Finance Director we brought in on this role was very strong. Artis rose to the challenge and presented us with some great people, any of whom would have proven a fantastic hire.” CEO, Telco THE CANDIDATE SAID: “I’ve known Carl for a long time, and he knew this was just the sort of role that would get me excited! A tough challenge, but I’m enjoying making a difference.” CFO, Telco

Artis Accounting & Finance Case Studies

Financial Controller, £60k, Media Agency Start-up

The problem

Many of our clients are household names or big brands. Whilst this isn’t enough on its own (sadly!) to solve every recruitment challenge they face, a well-known name and familiar EVP message certainly helps. On this occasion our client was an innovative start-up business – headed by some industry heavyweights – but in today’s competitive recruitment market the fact that they had no established business or brand saw them losing out in terms of candidate attraction to better known names. An interesting role to take to market, but a challenge given this context.

What we did

With this assignment, we knew we’d need to focus primarily on the role and the entrepreneurial vision to attract, rather than falling back on brand recognition… but that’s fine, because it was a great role working with some great people and offering a chance for the right candidate to help shape the business’ future. Given our network and reach we knew we could access a strong candidate pool, and we spent time creating a ‘candidate pack’ to present the vision, business strategy and working conditions clearly. Good conversations ensued, and the brand awareness issue was reduced to just one of the many factors influencing candidate interest levels, not a key limiter.

Success! 

A great example of how recruitment isn’t about brand-lead advertising and automated sifting; rather, good recruitment is really about knowing how to attract and engage the right candidates with a desire to work in an entrepreneurial environment. Our ability to match our candidates needs to the clients meant we were able to find a brilliant pairing. Our client now has a new senior team member… and a solid No 2 when it comes to thinking strategically about the future.

OUR CLIENT SAID: “We’d worked with Carl previously and knew his aptitude to listen, ask the right questions and really understand our needs would help us uncover the right people… we were right!” MD, Start-up Media Agency THE CANDIDATE SAID: “My background was mostly in large companies but I was looking for an opportunity to develop in my career, somewhere I’d be trusted to run finance and be involved with company strategy. I didn’t know the company, but I liked what they were about… and the role.” Financial Controller, Start-up Media Agency

Artis Procurement Case Studies

 Group Procurement Manager, £70k+benefits, FMCG

The problem

Following a restructure our client had decided to go externally with a senior management role. With a team to manage, some strategic issues to resolve and a complex portfolio of contracts to manage, the role offered challenge and opportunity for the right career-minded professional. However, the client did want a full checklist of experience, skills and management ability so the bar was quite high. Following their own activity, which didn’t attract the right people, our client came to us.

What we did

With a senior role like this we take the view that it’s down to us to reach out to the right people not just post adverts and hope for the best. As experienced recruiters within our core markets we spend much of our time building relationships with people; this builds up our network such that when there is a requirement we are already ahead of the curve. Via our database and targeted search we took this opportunity to hundreds of people, taking the time to sell it in to those people we really felt were a great fit but also hitting many others and allowing them to come back to us. This approach provided a great response, of both quality and quantity…

Success!

We presented a great shortlist to our client; some fantastic people just at the right point in their careers to take on this challenge. The client’s own process was a three-stage interview/assessment, so the candidates were put through their paces! An offer was made and a great candidate has accepted.

OUR CLIENT SAID: “For this role we wanted to bring in the best talent available, and following our own ads we chose Artis as a specialist in this area. We were pleased with the quality of service we received.” Resourcing Manager, FMCG THE CANDIDATE SAID: “I’d been looking for a role which would take my career forward for some time when I had a call from Sam; he was right, this opportunity would give me that next career step despite it being with a business I hadn’t previously considered.” Group Procurement Manager, FMCG

Artis Procurement Case Studies

Commercial / Procurement Manager, £440/day, MoD

The problem

Some organisations can have very specific recruitment requirements; whether this is driven by the needs of their market sector, their culture, their stakeholders, particular programme requirements etc… or all of the above! As a complex organisation with some unique requirements, our client was struggling with resource for a key project; their programme team was already stretched and none had quite the right mix or skills or – critically – the right level of understanding around certain contracts and relationships for this role. A very specific sort of person was needed…

What we did

Knowing our client well we had a pretty clear idea of the sort of person they would need. (The flip side of requiring a very specific set of skills and experience of course is that the need is easy to define… whilst it could be anywhere in the haystack, the needle was very definitely a needle!). On this occasion, we knew it was a case of working our database and network to pick out those people with exactly the right background… who were available… then get on the phone to sound them out.

Success!

With assignments like this it isn’t always about finding lots of people, but it’s crucial that the match is exact for those you do find. We sourced three people who had completed similar contracts and had the right background; two were taken to interview and one offered the next day. Not an easy role to fill, but one that highlights the value of a well-connected recruiter.OUR CLIENT SAID: “Sam has placed people with us before, and whilst we needed a very specific background for this role we were confident Sam could provide us with what we were looking for.” Programme Resourcing Manager, MoD THE CANDIDATE SAID: “I’d noticed that Artis seemed to have a steady stream of the sort of roles that I look for, so I applied for a role a few weeks ago. Unfortunately it was a ‘no’ that time, but Sam came back to me with this assignment… and I’m looking forward to starting next week!” Interim Commercial Manager, MoD