My projects Q1 2023

2023

My projects in a nutshell

Q1

Phase 1 complete

Contractor portal :

• Worked together with Lawll on function and content ahead of official launch

• Created portal onboarding process for contractors (Profile set up, sending log ins & extension updates)

• Successfully launched the portal & announced on the Careline Story

• Contacted customers & got great feedback on the portal!

• Posted regular & helpful content on my page (Guidence on timesheets, pay, umbrellas. WFH tips and Burman facts etc)

• Used the Careline story as a content notification for contractors

• Frequently looked at ways to improve (Phase 2 ideas list)

Phase 1 complete

Webinars:

• Worked together with Lawll on setting up the webinars ahead of launch

• Created awareness of webinar events buy regularly posting Careline stories, linked in posts. And also by emailing reminders before every event, emailing previous attendees & sending out a mailshot to everyone on our system.

• Attended each webinar and introduced James to the contractors before he began hosting.

• Worked with Lawll & Carey to come up with ideas for Webinars moving forward.

• Had frequent catch ups with consultants to discuss startegy of pushing the Webinars

• 4/6 Webinars done - Will be reviewing the stargety for phase 2

Customer Care Boot Camp :

Complete B.A.U

• Module 1 & 2 complete
• Sent around emails before and after each training reminding consultants to prepare their feedback on implementing what they learnt
• Many of the consultants have mentioned utilising the lessons and have asked for help to implement them.
• Module 3: "The art of creating a seamless customer experience" booked in

Module topics to come: SLF's, factors of the voice, saying no, behaviours that challenge, being assertive and many more

Welcome Packs:

Complete B.A.U

• Launched Welcome Packs
• Called majority of the first people to recieve and hyped up the launch
• Have sent out 60 so far (Backdated from Jan & Major customers)
• Arranged for consultants to call all the customers who recieved
• Receved tons of feedback and some Linked in posts, Clients at UCISA mentioned the packs as well
• Have a fully functional process from start of contractor to delivery and customer
• From this week onwards will now be business as usual with roughly 6-8 boxes going out each week
• Next batch of stock ordered
• Storage for stock ordered
• Stock take to be done every week

Reviews:

Complete B.A.U

0 to 100 in 8 months!!

• Sending out monthly review requests to candidates & clients
• Frequent catch ups with consultants regarding their review request strategy

• Keeping reviews competitive by displaying & updating the top recievers for each division on the dashboard
• Confirmed the budget for this years Braggy awards and rolled out to team with a presentation
• Have recieved reviews from each division
• Trustpilot score is now on the website
• Sending Braggy update emails out to team each time we recieve a review so they feel celebrated
• We are now over the 100 review benchmark with 4.9 "Excellent" rating in only 8 Months!

Birthdays & Milestones:

Q1 Targets HIT!!

• Decided on posted cards for Birthdays
• Artwork created for cards ready to print
• Decided on email with milestones tracker for work-aversaries to also be integrated with portal
• Still working on the email artwork & format
• Researching different ways we could set up a calendar system for both (Hopefully excel, if not then calendar app)

Burmans very own Compliance+:

Q1 Targets HIT!!

• Backround & Personal
• Onboarding
• Right to work
• Equality & Diversity
• References
• Experience & Training

Improving Reporting, Onboarding & Customer Care:

Reporting:

Ongoing..

New Reports

• Dashboard created showing all figures including consultant breakdowns
• Perm report SOLS
• Perm report HR
• CV Source report
• Welcome packs tracker added to priorities
• Contractor extensions, notice & terminations tracker added to prio plus
• References
• Imminent Starters & Priorties
• LMD's on Fridays

Improving Reporting, Onboarding & Customer Care:

Onboarding :

Ongoing..

• New starter requirements have doubled since a year ago but onboarding standards have not dropped.
• We have recieved alot of great feedback about the onboard processes and the timesheet portal.
• New starters onboarding has now expanded to include the contractor portal, careline & welcome packs.
• Onboard training given to 12 new starters this year (Consultants)
• Frequent refreshers done and support given

New Processes implemented: - Existing client onboard removed - Onboarding Umbrella companies & last minute changes -MSP onboard process

Improving Reporting, Onboarding & Customer Care:

Examples of recent cases

Customer Care:

Ongoing..

• Zarah Bennett
• David Potter
• Natasha Barr
• Irene Baumhmardt
• Mike Howe

Improving Reporting, Onboarding & Customer Care:

Ongoing..

General:

• Great feedback being recieved across the business on our Customer care
• Personal Admin training V1 done with team
• VAT training done with team
• Supported Vinny with bringing perm in-house
• Welcome email that goes out to each new contractor with all the info they need (Portal, timesheets, Careline etc)

Contractor Careline:

Win*

• Reminders sent out weekly, often get responses saying thank you.
• Contractors frequently call & message with queries asking for assistance. (Pay queries, schedule questions, change of their details, timesheet queries)
• Majority of the contractors know me now, the Careline has helped me build great rapport with our community
• Now utilising the Whatsapp stories to provide reminders, marketing and important information

Whats next?

• Compliance +
• Birthdays & Milestones roll out
• Contractor portal phase 2
• Process mapping
• Contract coming in-house - Shared project
• Onboarding admin
• Personal admin training Vol 2 - Whatsapp Business
• Excel training & Advanced CS training

Thank you for your time!