We all make a difference

Recruitment process

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. We also want to ensure it’s the right place for you too, so we recommend browsing our website and our current opportunities before applying. If you are interested in applying for a role with us you will need to apply by completing our online application form – check out our current opportunities here.

What happens once you have applied?

If you are applying for a role in our contact centre and your application has been successful, we will contact you via our recruitment portal to set up a telephone interview to assess your verbal communication skills and understanding of the role. This takes up to 30 minutes and if you’re successful with the first part of our telephone interview we will ask you some competency based questions. If you aren’t familiar with competency based questions these are questions we ask you to explore your experience, where we will ask you for specific examples of where you have displayed this competency in your previous roles in your career so far.

Answers to competency based questions should be structured to allow your interviewer to gain a good understanding of how you have displayed the competency, so we recommend the STAR technique, describing:

  • the Situation you faced
  • the Task required as a result to resolve the situation
  • the Action you took
  • the Result of that action
    • What does the Assessment Centre involve?

      If your telephone interview is successful, we’ll then invite you to attend an Assessment Centre where we will give you a tour of the workplace to see for yourself why we think Loop is a great place to work. There will be a presentation to provide more information into the role you have applied for and you will take part in some assessments which may include a call simulation exercise, written assessment to test your spelling and grammar and an interview which will include more competency questions. It usually takes a couple of hours however you could be with us for up to 3 hours depending on your performance so please ensure you have put enough time aside.

      As this role is a Customer Experience role we recommend that you have a think about times when you have dealt with customers and times when you have provided a great experience and be prepared to talk about these with us at your assessment.

      What’s involved in the call simulation exercise?

      As the role involves talking to our valued customers on the phone, we need to make sure that you can do this well. Therefore, we will be looking for a good telephone manner, professionalism and ability to build rapport. We will also be checking your levels of literacy and numeracy. It’s important that all our team can 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 and be given the opportunity to listen to a demo call. You will then put on a headset and away you go!

      Decision Time! If you have made it through all the assessments, we will get in touch to let you know the outcome, we aim to do this within 2 working days.

      What if I fail?

      If you do not pass our selection process at any stage, i.e. application, telephone interview or assessment centre then it’s the end of the process for you on this occasion for this role. However, you can apply again in 6 months for the same role.

      FAQ’s

      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 on (number to be confirmed). Basically, if you enjoy working with customers and enjoy going that extra mile, then you’re halfway there!

      Do I need contact centre experience?

      No! If you have experience in a customer service or sales environment – brilliant! If your experience is dealing with customers 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 do require previous customer service experience which can include volunteer work as long as it’s customer facing. We feel this is essential as you will be dealing with our valued customers daily.

      I can’t use a computer can I still apply?

      We require you to have good PC skills. If you join Loop we will train you on our bespoke IT packages but we need you to have a good standard of IT literacy before you start with us. We also assess this at our Assessment Centre.

      How do I apply?

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

      When will I hear about my application?

      Your online application will come straight through to us and applications are shortlisted daily. We will contact you as soon as we can, but please be patient with us as we do receive a high volume of applications. 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 at the Assessment Centre?

      You’ll meet a member of the Recruitment Team and some of our experienced Team 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 we ask you to wear smart office attire.

      Where should I park when I attend the Assessment Centre?

      We have car parking facilities on site. A few points to be aware of:

      • We have a one-way system
      • Please adhere to the give way signs and speed limit
      • Once you have parked please follow the blue lines on the ground to our reception to ensure your safety
      • If our car park is full we recommend you park on either a nearby side street or the Travel Lodge who charge a small fee
        • What induction training will I receive?

          If you pass our full selection process, 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 contact 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 continuous support and development.

          What is the recruitment process for non-contact centre roles at Loop?

          If you are interested in applying for a role with us you will need to apply by completing our online application form – check out our current opportunities here.

          We will contact you via our recruitment portal to let you know if you are through to the next stage. The selection process is then dependant upon the role but will usually involve a face to face competency based interview and a role specific assessment.

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