When do we stop using COVID-19 as an excuse for unusual customer service?

Anyone else asked themselves this? Because I’m curious.

It is no secret that COVID-19 has had a crippling effect on our lives, economy, the education of our children and so much more. Despite the hardship we have all faced this year, the sense of community and unity as a country has never felt stronger (from where we’re standing anyway!).

That said, and without hugely contradicting my opening statement, does anyone else feel that customer service feels less important than it did a year ago? Back in March I understood it, I thought ok this is new, the world has just plunged into a pandemic, and businesses are suddenly expected to move at an unimaginable pace to service their customers with continued quality and care, and if that wasn’t enough to handle we were expected to do it FROM HOME. Fast forward to December, having had to make several strategic plans myself in order to help drive a business forward, I would have assumed businesses and especially customer service experience professionals would have responded to the ever-changing landscape slightly differently.

So, it got me thinking and making lists (I love a list!) about why this might be…

Now maybe you are one of the lucky ones and you haven’t felt hard hit by customer service, which means you’re thinking that this all feels a bit harsh. In fact, by writing this blog I am hoping to help others understand why customer service may not be tip, top and shiny and let customer service professionals know that we understand this is hard.

Did you dream about rolling out of bed in the morning and stepping into your office without the stress of the rat race and getting out of the door on time? Us too, but enforced and indefinite working from home is far less appealing.

So, could it be that some customer service professionals feel demoralised, are missing their teams, and just generally not feeling the buzz of a job well done without their colleagues to tap them on the back and applaud them for handling a situation well?

Did you know it takes approximately 18 months for people to adapt to change? I would say this year we’ve all faced some pretty big changes, wouldn’t you? If we consider we were first properly exposed to our new normal in June / July with non-essential retail and so on opening around then, we had three months to adapt before BOOM Lockdown 2.0 was upon us and now here we are, adapting once more. We have all faced a challenging year, it has been challenging financially, emotionally, and both personally and professionally. Has that made us, the consumer, less patient, and tolerable? More than likely! Our expectations of customer service are still the same, but how can we expect the same in a changing world? The simple answer, we can’t. Consumers must learn to be clearer about their requirements, ask direct questions, be patient, and accept answers and responses that might take longer than they would have a year ago. We are also faced with an increased number of service robots, as customer service departments respond to increasing demand and potentially fewer employees. This is an unusual and challenging situation for consumers, whilst we’ve all become accustomed to Alexa and Siri many consumers seek “human touch”, therefore increasing the use of automation does not please everyone, ergo added frustration on the part of the consumer.

Now, Rome wasn’t built in a day and none of us have lived through something quite like this, which is why businesses should continue to fine-tune and gradually introduce new ideas, aimed at supporting staff through an unprecedented and great period of change. Daily tasks should still look something like this; sharing the latest information, virtual meetings where staff can share experiences everyone can learn from, and most importantly to congratulate people on their effort and hard work.

Consider how you could bond with the person on the other end of the phone? This applies to both the service user and the professional. It’s been a lonely year for many, so let’s cut everyone some slack! Do your best to treat every phone call, text, and email as a unique scenario, this is applicable to both the customer service professional, and the service user. Strike up a conversation with the person you’re talking to, we live in Britain, and what better way to bond than discussing the weather?! It’s a guaranteed conversation starter, we’ve also just been through a turbulent year so the question ‘how are you today?’ should never be missed.

As we move into a new year, I implore, not only customer service professionals but everyone – when it comes to the service we’re offering – stop using COVID-19 as an excuse. Continue working hard, be proud of the brand you work for, and the adaptations they have made this year. Come forward about things you think your company would benefit from, especially those things that will make your life easier. It’s never too late to ask, as I said we are only six months into this adaptation, and currently muddling our way through a year that will go down in history, whilst continuing to ride the wave of change.

People respect honesty, people respect I am trying my best, people respect I am working from home and I don’t have all the tools I need to do my job right now. People respect I am a human, not a machine. It is ok to not be doing this perfectly but we must stop using COVID-19 as an excuse, we must learn to cope in this new normal and that includes adapting our customer service style, but also accepting customer service looks different too – kindness is a gift everyone can afford to give, and we should all give it a little more freely.

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What Does Employer Brand Mean?

So, what does employer brand mean and why is it important?

In 2022 75% of job seekers stated that they considered an employer’s brand before applying for a job! That’s quite a large number and a HUGE pool of potential talent.

How’s your employer brand?! Do you dedicate time to strategising and positioning yourself right?

What is employer brand?

Employer brand refers to the reputation and perception that a company has among current and potential employees. It represents the image, values, culture, and overall experience that individuals associate with the organisation as an employer.

Here’s why employer brand is important…

For onboarding:

It differentiates you from your competition. In a competitive job market, a strong employer brand helps your organisation stand out from the competition. It differentiates your company as an employer of choice, making it more appealing to potential candidates. When candidates have multiple options, a compelling employer brand can be a decisive factor in their decision-making process.
It makes you a talent magnet! A positive employer brand acts as a magnet, attracting top talent to your organisation. Candidates actively seek out companies that are known for their positive work culture, employee benefits, growth opportunities, and overall employee experience. An attractive employer brand increases the chances of talented individuals proactively applying to your organisation.
Referral Network: Employees who are proud of their employer and have a positive experience at work are more likely to refer their connections to job openings. A strong employer brand encourages employees to become brand ambassadors, spreading the word about the organisation’s positive attributes. Employee referrals are often a valuable source of high-quality candidates.
Social media and online presence: In the digital age, candidates often research companies online before considering a job opportunity. An employer brand that is well-represented across various online platforms, such as company websites, social media channels, and review websites, can significantly impact a candidate’s perception. Positive reviews, engaging content, and a strong online presence can attract talented individuals who come across your organisation during their job search.
Long-term talent acquisition: Building a strong brand is an investment in long-term talent acquisition. When your organisation consistently maintains a positive reputation as an employer, it becomes easier to attract talent over time. A solid employer brand creates a positive perception that can continue to attract top talent, even when specific job openings are not actively advertised.

For retention:

Retains employees: A compelling brand not only helps attract candidates but also retains existing employees. When employees are proud to be associated with your organisation, they are more likely to stay engaged, committed, and loyal. This reduces turnover rates and saves recruitment and training costs.
Boosts employee morale and engagement: When employees feel proud of their employer and the work they do, it boosts their morale and engagement levels. A strong brand fosters a sense of belonging and motivates employees to perform at their best. This leads to higher productivity, creativity, and innovation within the organisation.

For business:

Improves customer perception: A strong brand can positively impact how customers perceive your company. When employees are happy and engaged, it reflects in their interactions with customers, leading to better customer service and satisfaction. Customers often prefer to do business with companies that have a positive reputation as employers.
Reduces recruitment costs: Investing in building a strong employer brand can lead to long-term cost savings in recruitment. When you have a positive reputation as an employer, you tend to attract more qualified candidates organically, reducing the need for expensive recruitment efforts. Additionally, lower turnover rates translate into reduced recruitment and training expenses.

Overall, an effective employer brand is essential for attracting talent because it helps your organisation stand out, aligns with candidate preferences, encourages employee referrals, leverages digital platforms and provides a competitive advantage! The best bit?! Other than time spent on strategy and implementation promoting your brand can come at zero cost!

Do you want to know how to create a positive first impression, generate interest in your organisation and increase the likelihood of attracting top talent to your team or business? Get in touch or reach out directly to Strategy Manager, Kayleigh via [email protected]

Careers, CVs & your Personal Brand!

Careers, CVs & your personal brand are things we all think about on a regular basis. Our personal brand (LinkedIn), in particular, is something we should always be working on so when the time to find a new role, update our CV and prepare for an interview presents itself the base work has already been done!

The Kameo Recruitment team frequently support Cambridge Network with their virtual careers days and workshops and in February 2023 we completed our first of the year! As a Cambridge-based recruitment agency, we know there are a plethora of other agencies Cambridge Network could reach out to, it’s not a position we take for granted and we’re always so grateful to a) return to their careers events and b) share our knowledge and expertise with attendees on the day.

When it comes to your CV and personal brand it’s hard to know where to turn for the right advice, that’s where a trusty recruitment partner aka Kameo Recruitment comes in! Below you’ll find a small amount of the information we shared with those who attended the careers fair in February.

Here at Kameo, we read CVs on a daily basis; and whilst we’re rarely surprised by what we read these days we’re passionate about quality CVs and want to ensure every candidate who comes through our doors is proud of the CV they send out to potential employers if you’re looking to update or rewrite your CV altogether get in touch and/or read our CV tips here .

Did you know that 91% of all employers are currently using social media as part of their hiring process (March 2022)?! Honestly? we were surprised too!

Does your LinkedIn profile showcase the best professional you?

Follow these top tips:

⭐ Your LinkedIn profile is an extension or a digital version of your CV ensure it reads as such!

⭐ Write a solid summary the “about” section of your LinkedIn allows you to share your story/journey – people buy from people and we all relish in a bit of human-ness

⭐ Be present and have a voice – write content, share content, like & get involved in this incredible professional network!

There’s plenty more where that came from, get in touch or check out our jobs page, apply for a role and we’ll help your career, CV & personal brand, view our jobs page here.

How to provide a successful work experience placement 💼

Do you know how to provide a successful work experience placement?

In June 2022 we provided a Cambridgeshire secondary school student with an opportunity to learn first-hand what the world of work looks like; although her time with us was brief we hope the impact we made on her is lifelong! As a result of a short time spent with us, we boosted her confidence and at 15 she has already taken those first timid steps into the world of work; as she transitions from school to her first job, she can tick off a few things, including what to expect on your first day in a new job, how to behave and commercial awareness.

Did you know young people who have completed work experience tend to mature whilst they do so? Work experience provides the opportunity to put their social and employability skills into practice; and are better prepared to make informed choices about their future careers.

It’s no secret that work experience is hugely beneficial to the student as they get a grasp on career insights, an introduction to the workplace and all things this encompasses!

Our student stated:

“I believe that work experience is a good idea at this stage in my life because it teaches me how a business runs so I am not only prepared for when I’m older but that I can also gain an idea of what I want or do not want to be. I also believe it is good because we are expected to make so many decisions at a young age about our future in school, e.g., what courses we take, and if we do work experience and get a feel for a job it could entice us to certain subjects that would be more relevant to our ideal job”.

However, as the employer, you might be thinking: taking on a work experience student will cost the business money, it will mean allocating time we don’t have right now and how do we benefit as a business?

Well, let us enlighten you…

Access to new talent and/or ideas – you have a week (or two) to gain significant intel on what the next generation of workers considers valuable. Students are full of enthusiasm; ask them for their ideas – you never know where it might take you!
They were born and raised in the age of technology; they are naturally adept when it comes to technology and will likely have an abundance of skills that are advantageous to your business, especially if you’re a business with a smaller workforce.
The impact on company culture: working with work experience students can help foster a culture of mentorship and learning within the organisation, this can improve employee morale and engagement.

By the end of a week with us our student could independently navigate herself around our social media scheduling tool, CRM, and website back-end.

A work experience student can help you shake up “the way you’ve always done it”; new ways of working are what the labour market is crying out for, listen up and work on becoming a thought-leader in your industry.
Do you already offer apprenticeships? Or take part in a school leaver programme? If you’re already passionate about nurturing the next generation of talent, what do you have to lose by beginning your search a year or so earlier than planned? By offering work experience you have a genuine opportunity to source your next apprentice.
Offering work experience is great branding for the company. If you can provide a genuine and well thought through work experience week that is truly beneficial to the student, they are more likely to recommend people to your business.
Offering work experience helps raise your company profile and brand. If you are currently looking for staff, or simply want to highlight that you’re invested in people, offering a school student a work experience placement will certainly hammer that point home.

Our Top Tips for a successful work experience placement!

⭐ Organise and prepare a well-rounded induction for them and begin preparing this weeks, if not months, in advance! A) you want them to maximise their experience B) the world is a small place and word-of-mouth marketing is powerful; the experience they have with you will be shared, so make sure they’re sharing good things!

“On my first day, I thought I had so much to do which kept me busy. I did not have a moment where I was bored or where I ran out of things to do. They have lovely employees which made me felt welcome.”

⭐ Make sure they’re aware of all relevant health & safety policies and procedures!

“Before carrying out work experience at Kameo I had no idea how many health & safety procedures office staff needed to follow/be aware of.”

⭐ Involve your team; they know their roles best and are in the best position to tell you what aspects of their role best suit the pending work experience student. Within this, if you’re a small business let the work experience student get a feel for how the business functions and how each department operates; this ensures a well-rounded experience.

⭐ Think outside the box. Are there opportunities/experiences you can provide during their week or two with you that may surprise them e.g., our work experience student was offered the chance to attend an event hosted by Kameo, attend a meeting with a key client and explore the city with our Director, Sharon. Remember, they are doing this to gain experience so give them an experience!!

“I believe variation is the key because it allows people to get a real idea of what different opportunities there are in an office-based job. Many people think that an office job is just sitting at a desk all day replying to emails, but Kameo taught me that it is so much more to do.”

⭐ Not a tip but an important thing to note, saying yes to a work experience student is a seamless process; the school did the hard work. We had to have a short meeting earlier on in the year and sign some paperwork! The schools are also aware of how important this week can be in shaping the student’s future and thoroughly prepare them beforehand; each student was also given a worksheet to work through during their placement period.

Our student reported that her week at Kameo was a pleasant change; having recently completed two weeks of mock GCSEs it felt great to have some time away from school and ascertain a picture of the working world!

We hope offering work experience becomes embedded in the Kameo footprint and we recommend anyone who has the means to do so to offer a student the opportunity to kickstart their career!

Volunteer Work & Kameo Recruitment

On Tuesday 21st February Kameo Recruitment attended Form the Futures annual conference, it was their first in-person conference since 2019, and what an afternoon it was! Our volunteer work with Form the Future underpins our ethos and helps us live by our mission: to build genuine, long-lasting relationships to help people reach their potential.

The turnout on the day was excellent, the takeaways were plentiful and it was very insightful to hear first-hand from the students currently benefitting from Form the Future and the hard work of their volunteers.

⭐ the future generation is fantastic

⭐ the vision for Form the Future is HUGE

⭐ the world of work will change due to artificial intelligence, we need to be prepared and simultaneously prepare the future world of work for this

⭐ we are only as good as our network & it’s through working together that we make a difference

Sharon & Kayleigh were asked to present on “How to Successfully Embed a Volunteering Programme”, it was as a popular workshop, with a high number of attendees, and we’re hopeful several businesses now feel better able to embed a volunteer programme in their business.

Post-event both Sharon & Kayleigh were able to network with like-minded professionals who wholeheartedly believe in the mission and future vision for Form the Future.

➡️To find out further information about Kameo Recruitment’s volunteer work click here.

➡️To find out more about Form the Future, or become a volunteer today click here.

What cost of living crisis?

I know, easier to hide under your pillow than face the reality of the current economic climate!

Are you, like so many of us, finding it hard to ignore the chatter around the “cost of living crisis”, no judgement if you’re sick of hearing it; it’s a fair reaction. However, what if a few people could help you feel better about this crisis? And maybe, just maybe, help you live in a world that looks a little more hopeful! The reality is the economic downturn isn’t going anywhere just yet so let’s accept it, embrace it even, and surround ourselves with people who can help us.

You’re probably thinking who are Kameo Recruitment of all people to educate me on this topic?! And whilst you wouldn’t be wrong, we do make the perfect hosts and so we have invited a panel of speakers who do offer expertise on the topic to take centre stage. On February 8th you’ll hear from:

Jeremy Reeve: advisor, mentor & coach for the Federation of Small Businesses

Soreya Senior & Rachel Ashwood: Taylor Vinters Employees who provide global legal and advisory services across the globe.

Lydia Rollings: an experienced accountant and Director of Rollings Accounts, who has witnessed first-hand the impact this crisis has had on businesses.

Ben Groom & Chris Murphy: employers of Mercer UK, Mercer provide financial education services to companies and individuals across the UK.

Before, you say no thanks, not me I challenge you to give it a go and join a FREE webinar: “How to survive and thrive in the current economic climate”.

You can sign up here.

What is solution for the Competitive Salary Culture?

We’ve all seen it “salary on offer: competitive” – does anyone else think, yawn?! What does this even mean?

Now, offering a competitive salary is possible assuming the hiring manager or talent acquisition team have done their research! When you advertise that you are offering a competitive salary what you’re essentially saying is: “we’ve looked at our sector/ industry, and your job title, and based on our findings the salary we are offering, inclusive of additional benefits, is equal to, or greater than, the average salary for the same or a similar role in the area”. If you do all the above each time you advertise a role, then chances are you really are offering a competitive salary, great stuff! However, the term “competitive Salary” has lost its competitive edge, and here is why…

It is everywhere.

Competitive in relation to what? Other salaries within the same company? The region? The industry you work in? A plethora of questions come to mind when we read “competitive salary”, and in a recent LinkedIn poll we found that:

🌟 38% of 64 people question why there isn’t a salary bracket

🌟 33% of question the transparency

🌟 22% won’t take the time to apply

🌟 8% are still happy to apply

Matt Freestone, the founder of Unmatched (Suffolk-based marketing agency), made a noteworthy comment on this pressing topic:

“Candidates deserve to know the bracket at least to decide if it’s worth their time applying. Companies not offering the bracket or salary either have a pay transparency issue internally or are not actually paying a competitive salary.

I wouldn’t apply to any role where compensation isn’t shown in the job ad”

This comment perfectly attributes to the general consensus: show us the money!

Finding talented employees is a recurring challenge in the labour market, our advice; make your search more fruitful, ergo more successful by advertising the salary, or salary band.

Replacing competitive salary

Are the cogs turning? Are you currently thinking how do I replace “competitive salary” altogether to capture the skillset we require?

Well, here are our top tips:

⭐State the salary, or a salary bracket, above all else you’ll stand out from your competitors as a business who promote salary equality!

⭐Use the phrase “negotiable” but BE willing to negotiate. Negotiations are a two-way street; you can’t set all the terms. But you can be aware of your non-negotiables before you engage with any potential new hires, if you know skills are an absolute must you’ll identify the pool of candidates who are worth negotiating with.

⭐Does the salary depend on experience? If so, let the applicants know! But give them more than this, what experience are you looking for? Again, think about those non-negotiables. To add: tell them what experience you’re looking for sooner rather than later; you don’t want to miss your ideal candidate because you’ve written your ideal experience as your closing statement.

Eeek, we know our salaries aren’t competitive… what can we do instead?!

Firstly, don’t pretend it is, instead could you….

⭐ Create a working environment people want to be part of e.g., do you reward the small things? have you implemented hybrid or flexible working? Is it time to revamp your incentives? How do you acknowledge your unsung heroes? E.g., your support staff: administration, HR, marketing teams etc.

⭐Improve your employee well-being, this does not need to cost the earth, but this topic is a blog in itself; so, get in touch if you want further tips on this topic!

⭐ Assign a budget to professional development. Did you know Kameo are partnered with the Centre of Excellence? Our unique discount code can give you up to 70% off a range of courses, find out more here.

⭐ Create a brand so good, people can’t say no! Social media is a great medium for doing this. If people have enough to live on salary isn’t always the main driver! Honestly, people love working for a great employer, and this does, occasionally, supersede the financials.

⭐Can you offer a profit share? A profit share will offer you a competitive advantage and can save you money too! When you offer a profit share employees are likely to work harder, smarter, and be more loyal.

⭐Do you accept that the people within your business are human, and life happens? Do you let them take the morning off to see their son in the nativity, do you care if they book a dentist appointment on a Wednesday afternoon? Tell people this, it’s what they want to hear.

Candidates, we can help you combat this too

Candidates, our message to you is think greater than the salary and before you apply, or in the interview:

Discuss the salary, ascertain if it’s competitive to you
Look at the whole opportunity, not just the salary
Benchmark yourself against the opportunity, know your own worth! E.g., do you have desired qualifications? What is your previous experience/job title? How many years have you spent in the industry?
What vibe are you getting from your peers and leadership team? Can you see yourself working there?
How happy are you knowing you could be part of the business you’re interviewing for? Salary is great but happiness is more.

When the salary is a sticking point for you, we advise:

You speak to your recruitment consultant about the national / regional average and use it during your interview. Please note, smaller companies irrespective of region are likely (although not always) to pay less than your large corporate who are looking for the same person.
Know when to walk away – if your research and expertise demonstrates you are worthy of more, then it is important that you understand you can walk away and source a more lucrative opportunity elsewhere.

So, if all of the above is true why does “competitive salary” appear so often? Often it comes from not knowing that there are alternatives, it could be a “well this is the way we’ve always hired” culture, and sometimes it’s genuinely the truth. If you can, take “competitive salary” with a pinch of salt, be a bigger picture thinker and use some of the tools we’ve outlined above ⬆️

It’s also worth bearing in mind…

✔️Salary is often confidential

✔️It’s a way of companies filtering out those who are only in it for the money

✔️It gives you room to negotiate!

In a nutshell, if you’re a candidate or a client our message is this: if it feels right go for it, offer the job, apply for the job, say yes to the job, enjoy the journey; after all, “you miss 100% of the shots you don’t take” – Wayne Gretzky.

East Anglian Salary Survey

Thank you, REED.co.uk, for showing up year after year with your salary survey! It helps us put “competitive” into perspective; clients if you’re offering equal to or below the salaries included in the segment below you cannot state that your salary on offer is competitive.

Marketing
Marketing Manager	£41,400
Marketing Executive	£26,900
Web Designer	£34,300
SEO/ PPC Executive	£27,200
Graphic Designer	£27,800

Sales
Sales Manager	£44,400
Sales Executive	£29,300
Business Development Manager	£42,300
Account Manager	£33,300
Sales Engineer	£36,900

Commercial
Office Manager	£32,000
Executive Assistant	£29,300
Administrator	£25,400 (slight variation for sales & project administrators; £21,400 = sales and £20,400 = project)
Operations Manager	£40,200
Personal Assistant	£25,800

Commercial Continued
Purchasing Assistant	£23,600
Warehouse Manager	£31,00
Logistics Manager	£45,700
Transport Coordinator	£21,900
Category Manager	£53,500

Human Resources
HR Manager	£46,300
HR Business Partner	£46,100
Recruitment Manager	£34,400
Health & Safety Manager	£43,200
Analyst	£39,600

Engineering
Engineering/Technical Manager	£45,100
Project Manager	£50,400
Field Service Engineer	£32,300
Systems Engineer	£47,800
Mechanical Engineer	£40,300

IT
Software Engineer	£50,700
Web Apps Developer	£38,700
Full Stack Developer	£48,100
Automation Test Analyst	£47,600
Software Development Manager	£64,600

Source: https://www.reed.com/downloads/reed-salary-guides-2022