Power to the people

Image

I’m a big fan of coffee and need a regular fix throughout my working day (ask my colleagues) and it was thanks to me making a round (yes, I do make them!) that I had the opportunity to hear a fantastic story from a colleague in my office.

‘C’ came to Bromford having worked in a family business for 20years, is a parent and has a wealth of knowledge in repair handling and contractor management – surely an easy choice for the panel when she came for a role in our Customer Contact Team, right? Well, what if I told you ‘C’ had almost no computer knowledge before the job interview – had never browsed the internet, doesn’t use social media and had never sent an email! Maybe the decision isn’t quite so easy now, is it?

Well, the decision was made to give ‘C’ a job who has now been with Bromford for close to 2 years. Recruiting for the role came in the shape of an assessment day where a series of questions and activities allow Bromford to look at the personalities and interpersonal skills of the candidates. For a position in our Contact Centre life skills are very important and ‘C’ had plenty of experience to offer. The team knew that computer skills could be learnt if the right person was appointed and were pleased to find that once ‘C’ had been successful in getting the role they had enrolled for a local IT course, which they attended in their own time at weekends, to help gain the skills and confidence for using a computer.

I asked one of the Team Leaders, who was one of the assessors on the day, a couple of questions about the appointment:

 

Q. “Was there anything that ‘C’ did that may them really stand out in the assessment day?”

A. “We knew that ‘C’ had lots of skills that they could bring to the team and that ‘C’ was very organised and logical in their way of dealing with issues.  ‘C’ came across well and showed that they were a good team player.”

                                               

Q. “How does ‘C’ perform in their role?”

A “‘C’ is consistent with their approach to the role, although not one of the highest call takers, ‘C’ is one of the highest performing for ‘Call Resolution’ meaning that they will own a call and resolve. ‘C’ really does try very hard to resolve an issue for the customer even if it means staying late – this shows in their call resolution figures. I have always said that if ever I needed to sit at anyone’s desk to answer the ‘phones I would definitely choose ‘C’s’. ‘C’ has every piece of information you could possibly need on their desk, very organised!!!”

 

So, in a world that has gone digital crazy where you can remote record to your TV from your mobile phone, order your groceries from the palm of your hand and follow Lady Gaga in the comfort of your own living room, don’t get thinking that those who’ve yet to be accustomed to this lifestyle have nothing to offer. The way in which housing organisations are recruiting is changing. Life skills and life experience cannot be taught, nor can having the right attitude. You can’t program a feeling or compassion, not just yet anyway! So, give power to the people. Let people like ‘C’ have a place in your organisation; if you can give them the computer skills they need to do the job they will probably offer your business a whole lot more in return.

Advertisements

5 thoughts on “Power to the people

  1. Great Blog Andy and right on the button, life skills cannot be taught, they have to be earned. Thanks for sharing Andy.

    Like

    • Thanks for your comments and glad you enjoyed it!

      You are right; life skills cannot be taught, so it’s great that Bromford are still in tune with this and employing on this basis – bringing people with a positive ‘can do’ attitude and allowing them to share with us their life experiences.

      Like

  2. I completely agree, there are very few skills that can’t be taught / learnt however the right attitude is almost inherent. In this line of work, if you don’t have the ‘people skills’ – interest, compassion, respect, warmth etc then no amount of technical skills are going to keep you or anyone else, happy in the job! Having come across representatives of Bromford HG years ago I believe this blog is definitely reflective of BHG ethos.

    Like

    • Thanks so much for your warm comments and compliments, Anna. You’re absolutely spot on and I’m so glad that you have felt this when talking to Bromford colleagues.

      Where is it that you’re based?

      Like

      • Hi Andy, I work for Leicester YMCA; I attended a workshop a few years back – can’t remember where but there were a couple of guest speakers there & they were very inspiring. Think the theme was around innovation. I worked for Northampton YMCA at the time.

        Like

Please share your comments and your thoughts below, I'd love to hear from you.

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s