The advertisement below for a Customer Service Leader crossed my desk the other day. I felt compelled to comment on it. I’ve deleted identifying details to protect myself from the advertiser coming after me with a red hot poker after reading what I’ve written.
Stay with me and take a long hard look at the advertisement.
Customer Service Leader
Manage a customer service team in the provision of whole of business customer services that meet the needs of internal and external customers and clients and support the delivery of core business.
Does it read well?
Is it informative?
I don’t think so.
Disturbingly, this advertisement was actually one small section of a 23 page application pack that applicants received.
My main issues are these.
Not only does it read like every other customer service role, but nowhere in that 23 page document did it actually say who the customers are, and what their needs may be. The advertisement did not give a true insight into what the job may involve in terms that everyone understands.
I work with people who are looking for roles. I help them navigate processes like these. Disappointingly, I have to say, this is fairly typical of many of the advertisements I see.
People need context.
Here are a few questions that immediately occurred to me when I read this:
I would not suggest putting all of this in an advertisement. Some information is best left to interview. But here’s how I think the introduction could read:
“You will be working within a busy call centre managing a small team of people responsible for answering customer inquiries about their credit cards, loans, insurance and other banking products. We pride ourselves on our strict service standards, including answering the phone within three rings. Ultimately within this role, you will need to manage the recruiting, training and performance of our staff to ensure we meet those standards.”
With this, instantly, applicants can get a sense of what they’ll be doing.
From an attachment point of view, the impact of fluffy wording might be bigger than you think.
1) The recruitment process takes longer. You will receive applications from people who do not understand the role. You may miss out on people who eliminate themselves from the role, thinking it is beyond them. You may even have to re-advertise the role.
2) If you do not provide proper, plain speaking context, the applicant may not ask for it. Many people find the interview process intimidating and forget that they too can ask questions.
3) There will always be a gap between what the applicant will be doing, and what they think they’ll be doing. Accuracy of job representation is a critical driver to attachment.
4) When someone gets the job, their business awareness may be limited. Having limited sense of where they sit in the business, they will not perform to their full capacity or feel full loyalty to the organisation.
Plain speaking isn’t just for people like me – pedantic blog posters with confused clients. The impact it has on recruitment and attachment is clear.
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