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Recruitment process

The recruitment process here at Loop is quite thorough, but it’s because we want to make sure we recruit the right type of person who fits with our values and can make Loop an even better place to work. You will first need to apply for a job by completing the online application form – check out our current opportunities here.

If you are applying for a role in the contact centre and your application has been successful, we will contact you to set up a short video interview. You will have up to 72 hours to complete this. If you are successful following the video interview, we’ll then invite you to attend an assessment day where you will hear a business presentation and listen to a recording of a call based on a customer enquiry. Please note this call is created rather than a genuine customer recording, due to Data Protection.

As part of the day you will be required to carry out a short telephone role play which is a simulated call and helps us understand how you would deal with a typical customer enquiry that we may receive. If you are successful in the telephone role play you will then be asked to stay for a short competency based interview. Following the recruitment event, we will get in touch to let you know the outcome of your assessments. We are happy to provide you with feedback on your assessments.

What is the next stage after applying?

If your application is short listed you will be invited to complete a short video interview. The video interview shouldn’t take longer than 10 minutes and 98% of our candidates feel this is one of their best interview experiences. Click here to visit our video interview provider.

What if I fail? 

If you do not pass the video interview then it’s the end of the process for you on this occasion, however, you would be able to apply again in 6 months.

What will I be doing at the recruitment event?

You will firstly have a business presentation and listen to a short call. You will then take part in a short telephone role play. This will be scored and if you meet the scoring threshold then you will take part in a competency based interview with two of our operational managers immediately after your role play. If you have not met the scoring threshold then the recruitment process will end for you there and you will not be asked to take part in the interview. If you are interested in re-applying you can do so after 6 months.

A telephone role play sounds scary – what will it involve?

Again, this is nothing to worry about. As the role involves talking to our valued customers on the phone, we need to make sure that you are able to do this well. Therefore, we will be looking for a good telephone manner and professionalism. We will be checking your levels of literacy and numeracy. It’s important that all of our team are able to write and manage numbers as you’ll be dealing with our valued customers’ account information, calculating customers’ payments and adding memos to accounts. You will be given a scenario with plenty of time beforehand to prepare. You will then put on a headset and away you will go!

How long will it take?

Typically the event will last around 2 hours.

 

Here are some questions we’re commonly asked, along with how we respond.

How do I know if I’m suitable for the role?
Read the job description thoroughly. If you have any more unanswered questions then give our Recruitment Team a call. Basically, if you enjoy working with customers and enjoy going that extra mile, then you are halfway there!

Do I need contact centre experience?
If you have experience from a customer service or sales environment, brilliant! If your experience is face-to-face or from another customer-focused role, you’ll have plenty of opportunity to show off your personality and your full potential throughout our recruitment process.

What if I haven’t worked before?
We require at least 6 months customer service experience – it doesn’t have to be in a contact centre. We feel this is essential as you will be dealing with our valued customers on a daily basis. In your application form you will need to give details of all your job history, even temporary jobs and remember to mention any volunteer work you carry out.

I can’t use a computer, can I still apply?
We do require you to have good PC skills. However we will train you on our bespoke IT packages.

How do I apply?
Have a look at our opportunities page. If you fancy the look of a job, click on the details, see if it’s for you and if so, click on apply now to kick start your career with us.

How much detail do you require in the answers to the questions?
We are looking for evidence of going that extra mile. Don’t just describe what the situation was – explain in detail how you managed the situation.

When will I hear?
Your online application will come straight through to us and applications are shortlisted on a daily basis. We will contact you as soon as we can, please be patient with us as we do receive a high volume of applicants. If your application has been shortlisted, you will receive an update email. We will email your outcome either way so please make sure you type your email address in correctly. Our aim is to let you know whether you have been successful as soon as possible, usually within 7 working days.

Who will I meet? 

In the recruitment event you will meet a member of the HR/Resourcing Team and two of our experienced managers which gives you a fantastic opportunity to ask about the role itself.

What should I wear?
Our dress code at Loop is casual, however as you are attending an interview you will need to be in smart office attire.

What induction training will I receive?
If you pass the recruitment event, we will book you onto a four-week full time (paid) Monday – Friday 9am – 5pm training course. You will need to commit to the four weeks full-time training even if your contracted hours are only part-time and unfortunately you will not be allowed any holidays during this period. Here you will be led step-by-step through the call centre process by one of our experienced trainers and you will move through the process with the other candidates (usually a group of about 10 people) to ensure you receive all the training you need to perform well in your role.

The first three weeks of your time will be spent learning all you need to know about our policies and procedures, how to deal with the variety of queries that come through and teleskills such as rapport and empathy. After three weeks you will move into our Quality Support Team where you will take calls in a controlled, supportive environment. If there are any problems at all, there will be a coach on hand to help you out until you feel confident enough to do it alone. This isn’t the end though, throughout your career with us you will benefit from the continuous support and development.

 

Interested in working with us? Click here to see our latest vacancies.

Get in touch Number One, Mid Point Business Park, Thornbury Bradford, BD3 7AY
Tel: 01274 260000 | Fax: 01274 262265
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