CV-Library's Client Response Coordinators form an important part of the job board's business offering. The twenty strong CRC team is the highly valuable customer care unit which keeps client relationships running smoothly.
Now, a recent survey of customer feedback has found that 94% of the businesses currently working with CV-Library report a 'good' or 'excellent' level of service.
This is great news for the popular job board and CV database. With a current client base of 7,000 – comprising of direct employers and recruitment agencies – CV-Library is the only job board to offer a dedicated customer care service with account managers on call to assist with queries.
Importantly, this service is not just reserved for bigger clients. Regardless of company size and number of vacancies, CV-Library provides a personal account management service with a dedicated coordinator to ensure every recruitment campaign runs as effectively as possible.
Results of the poll show that the CRC team were mostly commended for their pro-active – rather than reactive – approach.
The team endeavour to make phone contact with clients on a weekly basis to prompt them for any queries they may have. Similarly, they continually monitor and comment on client's candidate searches, ensuring that the best search terms are being used. They will check company websites to ensure clients are advertising all of their vacancies, and will encourage users to utilise watchdog facilities, making the process even easier for employers. If needed, they can fill out company profiles or provide training via remote access – perfect for first time job board users. Their overall aim is to advise clients on how to maximise the exposure and effectiveness of their advertised vacancies.
It's these little things which make the CRC team the best at what they do within the industry, but the main thing which sets CV-Library apart from the rest is sheer dedication to doing a good job. The customer care team have spent over 1215 hours on the phone supporting clients in 2014 so far, a total which includes time spent on 40,000 outbound calls.
During the recession many companies allowed their customer care teams to become depleted, however Managing Director Lee Biggins believed it right to do the opposite - employing new staff members to look after CV-Library's growing customer base. He said: “Excellent customer care must remain constant. How else are you going to keep your customers happy in this tough economic time?”
The end result is a knowledgeable, thorough and dedicated client response team who pride themselves on being able to handle anything which is thrown at them.
Client Response Manager Katie Emerton has said of her team: “Our business is unique in that we offer a dedicated customer service for existing clients. The team is fantastic – they really care about our clients and do everything within their power to maximise the effectiveness of their recruitment campaigns.”
Looking to the future, the CRC team are hoping to grow even stronger. Having achieved the status of finalist for two categories in 2013's UK Customer Satisfaction Awards, they are hoping their efforts will result in triumph next time around.
